Speaker, Author, Strategist, Technologist, Artist

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Tag: empowerment

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Snippets: Compass and Compassion

What does a sense of direction have to do with leadership in crisis? As it turns out, plenty.

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What can an airline learn from an enlightened service approach?

As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?

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Patching broken ceilings and branding

What has the chore of patching broken ceilings have to do with branding and marketing? In today’s rapidly changing media landscape, a lot.

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Tech improves service? 少々お待ちください.

Technology can seem to improve workflow and business processes, to reduce administrative overheads and errors. But do they improve customer service?

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