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Don't Say That … Say This

  Words matter. Words reflect how we see ourselves (“No problem” can suggest “I didn’t really do anything special for you”), or how we see the customer (“Help” implies that I see you as someone who has a problem who is incapable of solving it for themselves). Words can re-emphasize what is negative about an […]

The 10 Most Important Things Don Draper and R.H. Macy Would Have Learned at Advertising Week

Advertising and marketing have morphed significantly since the days of the creation of Macy’s retail stores in 1858 or the 1960’s fictional advertising career of Don Draper of “Mad Men.” At this year’s Advertising Week conference in Times Square, it was more apparent that these changes are happening at such lightning speed that even Don […]

Stumbling on Happiness: On What Makes People Tick and Choose

This article summary of Stumbling on Happiness by Harvard Professor Daniel Gilbert is a perceptive look into human behavior, what makes us happy, and how that informs our choices. The book has enormous implications for customer service, marketing and effective leadership. Jonathan Byrne summarizes the book on the Fast Company blog: