One of the ways Walt Disney continued to push the creative envelope was to encourage his people to “plus” one another’s ideas.  Rather than have ideas presented in isolation by whomever came up with it, Disney prompted his people to add to one another’s ideas so they got even bigger.  While this runs counter to…

One of the least expensive, most effective strategies to improve customer perceptions is easy and free: smile.  If you have people in customer contact positions, step back sometime and watch how many (or how few) of them smile every time a guest walks in the door.  Because smiles are increasingly rare, offering one to every…

In his autobiography, “Open,” tennis great Andre Agassi talks about the importance of his racket stringer, “an old school, Old World, Czech artiste named Roman.”  Agassi elaborates on how a poorly strung racket can have a profound effect, costing the player the point that costs him the match that costs him income or even a…

Often, the conventional way of doing things is so ingrained that it becomes impossible to see it objectively anymore.  You’ve probably seen a banner outside a medical practice – doctor, dentist, etc. – that reads, “Now Accepting New Patients.”  What message does this send?  If the message is “New patients welcome here” or “We love…

A recent survey showed that boomer women are buying clothes online in rapidly increasing numbers, but not out of convenience.  Nearly 85% cite terrible service at brick and mortar retail stores.  Another big complaint was a lack of clothes they liked.  Here’s the big point: these are the customers with the most money to spend,…

When a business hires a new marketing person or a new agency, there’s almost always a “honeymoon” period when the new recruit’s ideas and recommendations are greeted with enthusiasm and green lights.  With the passing of time, the honeymoon ends and that enthusiastic approval recedes into the distance, taking with it the opportunity to keep…

A lot of businesses are event driven.  Something has to happen for you to need them.  You don’t need the ER unless you have a medical emergency.  You may have this kind of business.  But what if your team spent a day sitting in the sun somewhere, thinking of alternative uses for what you sell? …

You think your job is tough?  Try selling tampons to young girls?  Proctor & Gamble knew that traditional advertising would be a waste, so they created beinggirl.com, where girls can ask even the most embarrassing questions and get real answers.  Promoted with kits sent to health teachers all over the country, the site (which also…

If you’re developing a name for a new business or a new product, here are two reasons to make up a word from scratch.  First, assuming the made-up word has the right “feel,” you get to create the meaning.  Starbucks is a great example; completely meaningless, but now infused with the meaning the wanted it…

If you’re fortunate enough to be the top competitor in your field or in your market, you get all the attention.  The problem is, most of it isn’t the kind you want.  For a competitor to win market share, they have to attack you directly.  If they get in front of a prospect, their only…