They stay away in droves….

The business of professional basketball in the NBA is pretty much like any other business. You can try and succeed through hype, gimmicks, and over-the-top “wow” factors. That’s what the Detroit Pistons are doing this season. Pistons and Palace Sports President Dennis Mannion said, “The Pistons are trying to lure fans by turning games into…

What if?

What wins in business today?  “Wow” factors?  Being “different”?  Or is it simply being the best at those things that matter most to customers? Interbrand’s list of the Best Retail Brands of 2012 reveals something interesting.  What do these market leading retailers all have in common? More specifically, what’s missing? Walmart, Target, The Home Depot,…

The ultimate wow.

I did a presentation today at a resort hotel called the Wigwam in the Phoenix area.  Last night I had dinner at Litchfield’s, the hotel’s restaurant.  I had no particular expectations.  There was nothing unusual about the decor.  The server was fine, and waitress was pleasant.  There was nothing particularly different or distinctive about it.  I…

Focused on two fundamental truths.

Larry Morse, CEO of American Hotel Register and a long time friend and client of mine, wrote the following article in which he makes the case for staying focused on what’s important: I am always a little surprised and confused when I hear of companies with books full of mission statements, goals, values, guiding principles,…

The Gold Standard

You can count on me.  You can believe in me.  If I say I’ll do something, I’ll do it.  Put it in the bank.  Bet the farm on it.  It doesn’t matter whether or not I’m in a good mood, have a headache, forgot to pick up my clothes from the cleaners, had a fight…