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Posted by on Mar 26, 2014 in Business, Customer Service, Featured, Recognition, Strategy, Strengths, Talent | 0 comments

Who Wants to be a Resource?

The words that we use matter. They shape our attitudes, shape our behavior, shape the very way that we think about the world. Words can inform, empower and inspire.

But in an age of commerce, where the language of finance and resources seeps in to the way that we manage people, have the words led us to lose sight of our common humanity?

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Posted by on Feb 22, 2014 in Brand Engage, Business, Culture, Customer Service, Featured, Leadership, Social Era, Social Media, Social You, Strategy | 0 comments

Using Social to Enhance the Customer Experience

My colleague, Eric Marterella, who is as passionate a fan of the Marriott brand as you will find anywhere, gave it to me and even got it signed. The book is great, in the sense that it is both simple and profound and from a man who built a global hotel empire that is, by virtue of its corporate-wide “spirit to serve,” truly social, at scale. As Bill writes, “My dad, J. Willard Marriott, deserves a lot of the credit for creating a culture that empowers our associates to gives 100 percent day in, day out, year in, year out.”

And that culture is still thriving.

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