Early on the second day of a client engagement, I found myself at the dentist’s. The nagging tooth ache that we thought a filling fixed had gotten worse; I needed to be “on” in a couple hours, and was leaving town early the next morning. X-rays were inconclusive about whether a root c

“Design is inevitable. The alternative to good design is bad design, not no design at all.” (Douglas Martin) I recently had the opportunity to participate in an excellent webinar about “Service Design” by John Wooden and J Hruby of Fredrickson Communications. Many of the principles th

Yes, I really do mean values proposition, not value proposition. We’re accustomed to thinking of an organization’s or business value proposition – the degree that it meets the needs, wants and requirements of target markets and customers. We pay less attention to how the values of an

I had the pleasure of lunch recently with the former VP of Sales for a $16 million technology company, published author and speaker. Mark Faris freely shares another distinguishing credential: he is a convicted felon for mail / wire fraud and money laundering who did eleven months of

What’s the first thought you have about your work or employer when you wake up? Are you energized, enthused and eager to get on with your day, or just hoping to get through it?  If you’re energized and looking forward to the day, you likely reflect the 21% of nearly 90,000 employees s

It is sadly ironic that Penn State University and its leaders, concerned as they were about legacy, will perhaps best be known for their failures.  Over fifteen years, at least eight young boys were molested, some at Penn State’s athletic facilities, by the defensive coach of its reve