Many companies have brand promises that look good in ads, and emblazoned on websites, banners and buttons, but often these promises have little credibility among customers or employees. They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver,
A story broke last week about the customer backlash against Maker’s Mark after the bourbon maker announced that, in order to stretch its supply to meet global demand, it had begun diluting its bourbon—reducing the alcohol content from 90 proof to 84 proof. It turns out that bourbon shortages are
In the 1990s, I worked for a hands-on general manager named Mark Conklin who frequently attended morning pre-shift meetings throughout the hotel. At one such meeting in the housekeeping department, I was invited to deliver a short presentation on delighters—those “little extras” that would pleasantly surprise or even “Wow!” hotel
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