Customer Experience is the New Black…and other Jargon

Customer Experience

If you’ve been paying attention at all, you know that I have a few pet peeves, and jargon or “business speak” is one of them. Why now, in 2020, are we suddenly interested in our customers?  Specifically: The Customer Experience (there’s an abbreviation, necessarily: CX) Here’s how one source defines the Customer Experience: CX is … Read more

The Perils of Following Your Passion

Perils of Passion

Right now there are thousands of graduates listening to inspiring commencement messages suggesting that you “follow your passion” or “find a job you love and you’ll never work a day in your life!” Following your passion (if you have one) can be fraught with peril. I’m calling bullshit. Having about 40 years of experience since … Read more

Corruption Between the UAW and Promotional Products Suppliers

UAW Corruption

There is an article in the Detroit News this morning about a Federal investigation of bribery and kickbacks to the UAW from promotional products suppliers. This is hardly news – the surprise is that it took someone this long to look into it. Having been in sales of incentive, reward and recognition programs for over … Read more

On My Honor, I Will Try…

collage of three young girls

Former Girl Scouts will recognize the beginning of the Girl Scout Promise: On my honor, I will try: To serve God and my country, To help other people at all times And to live by the Girl Scout Law I was a Girl Scout from Juniors through my senior year in high school. No, it wasn’t “cool” even 40+ years ago, … Read more

Women Executives Who Don’t Support Other Women

five smiling seated women executives.

The business world is still led by men, I get it. Women haven’t made nearly the progress that we expected in the 1970’s, but when women DO hold leadership positions, why wouldn’t women executives help other women? It’s 2018 – this can’t still be a thing, can it? I spent many years calling on automotive … Read more

Nobody Does Customer Service Like Disney

gray Disney Magic Band on an adult's wrist.

I just returned from the Incentive Marketing Association Summit in Orlando, where we stayed at the Grand Floridian at Disney World. Say what you want about the magic or the commercialism of these parks and properties – nobody does customer service like Disney. There is a lot of conversation about the importance of the customer … Read more

Starting a Job Search Over 50…or 60

women speaking to gray-haired man in gray suit.

In 2016, Millennials (18-35) officially outnumbered Baby Boomers (52-70). Baby Boomers are increasingly leaving the workforce, but not necessarily by choice. If you are searching for a new job over 50, you’re likely to run into people who will discourage you. How old is too old to be hired? Over the last month, I’ve had conversations with 5 different Baby Boomers who … Read more

Random Acts of Kindness…at work?

No act of kindness, no matter how small, is ever wasted. - Aesop.

We often think of random acts of kindness as something that we might practice with strangers (giving your first class airline seat to a soldier in uniform) or friends (sending flowers to a friend who’s struggling with something). Clients and co-workers are people too! Random acts of kindness at work will be appreciated by those in the business … Read more

Do Bullies Exist in Business?

Man yelling at another man

That’s a “yes”. There are countless news articles about the effects of bullying in schools and via social media (at it’s worst: suicide). Often, some adults and officials underestimate the impact of bullying, and unbelievably, even participate. What is wrong with society? I began to wonder if these bullies ever grow up, or if they just … Read more