Photo credit: Joshua Earle
Yesterday afternoon, when I should have been writing this blog post, I was having a long heart-to-heart chat with my brother. The theme of our chat was self-acceptance and awareness: accept who you are, what you stand for and how you want to live your life, with no apologies. That level […]

Creating a Self-Possessed Brand

Photo credit: Doug Robichaud
One of my pet peeves is jargon. When I stumble across a beautifully, forward-thinking website and read impersonal, robotic language, I’m put off. When I see posts and tweets that lack personality or feel templated, I ignore them because, subconsciously, I believe that I’m not that person’s target audience. When […]

The Jargon Juggernaut

Question: What does shopping for pastries or lingerie have to do with how I serve my customers? Better yet, what does shopping for either have to do with serving your customers? Let’s find out… Pastry Experience #1: You’re walking home and spot a new French patisserie. You stop at the window and are in awe […]

A Curated Experience

Last week, Starbucks announced its “Race Together” campaign, an initiative meant to inspire inclusive conversation about racism. How would this work? Local baristas, at their discretion, would scribble the campaign’s words onto your cup and this would (hopefully) promote more open discussion. As soon as Starbucks CEO Howard Schultz announced […]

Why Starbucks Failed

Photo credit: Morgan Sessions
Over the past few weeks, I’ve been studying your responses to my survey and one question some of you asked or hinted at made a deep impression. How do you determine what’s “relevant content”? My easy, one-liner response is you determine what’s relevant. My more in-depth response is that you need to be clear on what you’re […]

On Relevance

Photo credit: Morgan Sessions
I would hazard a guess that “sales” and “selling” are considered some of the dirtiest words in the English language. Or any language for that matter. Why? Because a few bad apples ruined it for the bunch. The pushy, deceptive, slick used car salesman came into being and disrupted a […]

Selling With Soul