Imagine that you have just returned from attending a concert or play. When asked if your enjoyed the event, you reply “It was good.” What do you really mean by this statement? Do you want it understood that the musicians, actors, and support staff were talented or that the basic sheet music or script was …

My leadership development journey began in 1961, when I popped into the world as the first CEO of the Donna and Jim Fabris Family. (I’ll use the organization’s acronym, DAJFF.) Jim and Donna founded DAJFF less than a year earlier. They were 23 years old. Jim says he’d been planning DAJFF since he was about …

“We never understand a thing so well,and make it our own, as when we have discovered it for ourselves.” ~ Rene Descartes Coaching works because the coach guides the client to come up with their own solutions versus telling them what to do. The coach helps the client learn more about themselves. Through the coaching …

Do the philosophies and core concepts of historic Thought Leaders in the Marketing and Advertising industries transfer to Web 2.0 and social media? In the case of Raymond Rubicam...

In another sterling example of checking brains at the nonprofit boardroom door, I recently learned of a charity that is financially on the ropes. Poor decisionmaking, weak leadership, the struggling economy, and ho-hum programming have this cultural entity (with a multi-million facility) on the verge of collapse. No one is currently at the helm, and …

After thirty years in the non-profit sector, I often find myself questioning, not what we do, but how we label what we do — and how those labels often limit us. The best example of that concept, I believe, is the label “Annual Fund.” It seems as if, for as long as there have been …

Research shows the impact spirit in the workplace can have for individuals and organizations. Here are five key outcomes that everyone can benefit from: Boosts morale. Engaging in practices that support spirit in the workplace can uplift the spirits of everyone involved. Influences satisfaction. Since spirit in the workplace encourages each individual to bring their …

An Advisory Board (or Advisory Council or Advisory Committee) is a collection of people formed to advise members of a governing Board of Directors. The Advisory Board does not have formal authority. It cannot issue directives that must be followed as is the case with a governing Board. There seems to be an increasing number …

It’s common that a client will want to start strategic planning by “updating the mission statement.” After all, that’s what a lot of experts suggest. Mission statements get a lot of attention from writers and consultants. Many of them assert that the statements should be highly inspirational and easy to read. They give examples of …

Usually I end my posts with a quote to provoke further exploration of these Customer-Centric concepts. Today I am starting with one because I believe your Customer Experience map should be considered your key strategy to elevate you above your competition. Onboarding is a critical element of this strategy. “A strategy is, at its core, …