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  • Viewpoint:  Email, R.I.P.

    Viewpoint: Email, R.I.P.

    Picture this scene from a few decades ago: you're working in your office, and your assistant bursts in, with an important announcement:  You've received... a FAX!  The correspondence was critically important - and you were too. Then a few years later, the FAX was replaced by AOL's chirpy voice, announcing [More]

  • It’s not about me

    It’s not about me

    Maybe you also have seen this TV commercial. After a service encounter, an attractive executive faces the camera, smiles and says, "It's all about me." If someone said this type of comment to you, what would you think? If everyone had this type of attitude, we wouldn't have volunteers, mentors, [More]

  • Social Choice: Ignore, Listen, Join or Host

    Social Choice: Ignore, Listen, Join or Host

    Think back to when you last bought a book - did you check the reviews on Amazon? When you last booked a hotel - did you check the hotel rankings?  There is an incredible conversation happening on the social web, and for the first time in history, there is transparency: [More]

  • Viral Video Checklist

    Viral Video Checklist

    You've created your own YouTube masterpiece, and after three weeks, it has 137 views.  While the number is gratifying, if you're like many first-time content producers, you are probably wondering how to improve the viewership... beyond 10,000.  Or a million.  Or ten million. While there is no way to predict [More]

  • QR Codes:  Qritical or Qraze?

    QR Codes: Qritical or Qraze?

    To create a code, just Google the words QR Code and you'll find a number of no-cost web-based QR Code creators.    To read the code, go to your smart phone's app store and do a similar search, then install what you find.  (My favorite is ScanLife.)  The QR code above, [More]

  • Social Customer Service Strategy

    Social Customer Service Strategy

    Ever feel slighted, ignored, disenfranchised, "sold to", taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth. Clearly, great customer service - supported by great training and great management - [More]

  • Audience Assumptions

    Audience Assumptions

    My recent trip to India has once again sensitized me to an assumption that writers and speakers too often make:  that everyone understands what you mean to say. This is absolutely not the case.  Test yourself - what do the following three words mean?  Flyover, Subway, and Removalist. If you [More]

  • Signalling Your Intentions

    Signalling Your Intentions

    In a land where lane markings are ignored at best, as each vehicle (autorickshaw, car, motorcycle or truck) approaches from the side or rear, they honk their horns as if to say, "I'm here". The response is a quick honk back, "I heard you", to which the passing vehicle will [More]

  • All the world’s a stage

    All the world’s a stage

    ...and all the men and women merely players.  Shakespeare may have said this in the 1600's, but it is more true than ever today. Politicians, celebrities and others have always known that an audience was watching and judging. Today, a different paparazzi watch and judge us - we call them [More]

  • Repurpose or Repeat?

    Repurpose or Repeat?

    Have you ever considered how many ways there are to express one of your ideas? Here's a short list: A book A whitepaper A case study A brochure A blog post A newspaper op-ed A voice message or phone call A tweet A magazine article A TV series A documentary [More]


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