Blog

“New school” customer service evokes a story

In last weekend’s edition of the Wall Street Journal, there was an excellent story about travel photography by Kevin Sintumuang, titled Snap Out of It. The gist of the article is that “old school” photographs (e.g., famous landmarks, generic landscapes, and buildings you can barely remember) are no longer engaging

Read More »

The power of the unexpected

In 2007, I read the outstanding book by Chip and Dan Heath titled, Made to Stick. In the book, the authors identified a number of principles that contribute to a message or experience being memorable. One of those principles was unexpectedness. In other words, if a message or experience is

Read More »

Missed opportunities

Last week, my family and I traveled to Lincoln, Nebraska to attend a family reunion. While in Lincoln, we stayed at a full service hotel downtown. When we arrived at the hotel, we unloaded several bags from our vehicle onto the sidewalk in front of the hotel. Minutes later, a

Read More »
The Revelation Conversation

The Revelation Conversation is Here!