Being Meaningful
August 17, 2010 by Ed McLaughlin
Shortly after his return to Apple in 1997, Steve Jobs defined the company’s purpose to employees. The brief video below captures the essence of this message.
Belief in the mission matters. Do you believe in yours?
It’s All About Price?
August 11, 2010 by Ed McLaughlin
“All that my customers care about is price.”
Be honest – have you ever said those words? If so, I’ve got news:
You’re right.
But do you know why?
It’s because you haven’t really given customers much else to care about in the first place.
Loyalty Isn’t a Program
August 9, 2010 by Ed McLaughlin
I went into the bookstore of a major chain the other day. As I was checking out, the clerk asked, “Are you a member of our loyalty rewards program?”
“No…” I smiled, wondering if she would persist.
“Would you like to become one?”
“Not really.” Then, of course, I got curious. “How many people say yes?”
“Almost no one,” she said. “But I’m supposed to ask.”
No surprise there. Loyalty programs, once something of a novelty, don’t actually work. Consumers are smart enough to know that they’ll wind up with too much SPAM and a weekly newsletter they don’t want to read. Yet companies love to push them.
Here’s the tip: real customer loyalty has nothing to do with a program. If the experience or product is great (think The Apple Store), then we’re in. That’s it – no discounts, freebies or plastic cards necessary.
Legacy
July 28, 2010 by Ed McLaughlin
Fingerprints don’t fade.
Especially those placed on the lives you’ve touched.
If you can explain why we do what we do in fewer words, you win.
Three Words
July 21, 2010 by Ed McLaughlin
Character counts. Always.
Yet somewhere along the line, companies started to favor rhetoric and excuses instead of results and accountability.
How do you know when a company lacks character? Simple. When discussing poor results, leadership:
- Makes excuses
- Rationalizes limited progress
- Formulates arguments to minimize accountability
Not so with companies of character. They tell the truth. They take responsibility for shortfalls and failures. And they refuse to play the victim just so they can feel good about themselves.
Character is a choice. And one alternative is more likely to lead to success than the other.
Choose wisely.
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