Have you ever sat through a presentation by a senior executive that contained information of great significance to those in the room – like the imperatives for the company, and therefore for their jobs continuing to be needed – but Read More

In my February 2009 Newsletter, I wrote about how Moments of Truth shape your business. These often brief interactions disproportionately influence how clients and customers experience your business. (The phrase was the title of a great book by Jan Carlzon, former CEO Read More