Hello Dolly! Flawless execution and a clear brand experience
My now nearly 12-year old daughter, Gala, encouraged by my doll-loving mother, went through a huge American Girl phase. American Girl...
The Alchemy of Airlines - making money from nothing
This blog should start with a disclaimer. I love going places, but getting there is not fun. For me it’s the destination, not the journey....
Winning vision & experience at the Wynn
There are moments where the pace of Vegas feels a little too Grand Bazaar and I need some space and quiet to collect my thoughts. While...
Building Lifetime Loyalty - The Long Game
Whether you love Lululemon or hate Lululemon it is hard to argue with the company’s success. It’s not just a yoga shop, it is a movement....
Three Times & I'm Still Charmed. Thanks Mario!
I admit it: I like to feel special and be looked after when I am eating out. How that happens is a complex, variable equation that...
Show me you care - and I'll still be there
Problems are inevitable no matter how hard you work to prevent them. To me, an important mark of a good business is how it works to...
When friendly isn't good enough. Scene 2: The Pub
Last night I ate in a pub in a popular tourist town in Nova Scotia. Sadly I was given more material for the theme I introduced on Friday:...
When friendly isn’t good enough, how attitudes at the top dictate culture
This past weekend I took my daughter shopping for new bathing suits. Summer had officially arrived and with it swimming season – even...
It's soft, it's squishy & lasts forever – How Clearly Understood Attributes Help Custom
I live near a commercial bakery. The smell of baking bread is ubiquitous, so much so that I rarely notice it anymore. Later this year...
Putting things in Focus: Aligning Interests
How can partners work together when they have different perspectives or interests, even if they share a common goal? This is a question I...
