From the category archives:

general

The power of clear communication

September 9, 2009

Regardless of where you stand on the proposed health care legislation (if you can figure it out!), the drama around President Obama’s speech tonight was stirring. A young president with an ambitious agenda, standing before a divided Congress, on national television, laying out the purpose and logic of his proposal. The stakes were [...]

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A 2-day break

September 1, 2009

I’m out in Westhampton Beach for a couple of days celebrating Tami’s birthday. It’s a special place for us: we were married on this beach, our youngest son was born here and we’ve lived here for stretches off and on. The weather has been gorgeous, the kids are having a blast with friends and [...]

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Shadow inventory of a different kind

August 18, 2009

Type the words “Shadow inventory” into Google and you’ll get a scroll of results referencing the number of homes in the United States that are being held off the market for an assortment of readings. This shadow inventory, experts say, is a drag on the performance of the housing market, creating an overhang over [...]

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Groupthink summer reading

August 4, 2009

We’re heading into that part of summer where family vacations gang up and the quick pace of Fall is coming into focus. I head into the summer with one or two books that I want to read at a slow pace, in order to gain some perspective on one topic or another. This [...]

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What I write about and why

July 27, 2009

A good blog has a central focus that allows it to advance a conversation, both within the confines of the blog and the broader scope of the topic, and that gives its readers a predictable and satisfying experience.
As the audience for this blog has grown, I’ve been sensitive to the fact that I’m not adhering [...]

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Our experience with brand service

July 1, 2009

A couple of weeks ago I ran a short poll on this blog asking whether our experience with customer service had changed during the economic contraction.
The question was prompted by an experience I had with American Express that seemed very contrary to the brand promise of the company.
The results of this admittedly unscientific poll are [...]

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The Recover: American Express reaches out

June 11, 2009

I have a productive conversation with the Chairman’s office at American Express, much to my surprise.

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