Firstly, I must declare I don’t really like fishing.  I can’t sit still that long.  But I have watched enough fishers to know two things: 1) how important technique is to a successful outcome and 2) it takes more skill than it looks. What I have done, is a lot of...

I was thinking about the idea of being customer-focused in the context of some recent customer service gaffes that have had a lot of visibility - particularly in a time of social media "instant gratification" feedback.  Why is customer-focused action seemingly so...

We all make thousands of decisions every day - from the relatively small, perhaps inconsequential, ones such as what to wear that day, to the bigger, more impactful decisions about career choice or life style purchases. We like to think every decision we make is right...

Innovation is a popular topic these days, usually discussed in the context of a business transformation or start-up.  Recently I toured the Chagall Colour and Music exhibit at the Musee des Beaux Arts in Montreal and found it to be a great example of personal...

I am a natural optimist who, not surprisingly, believes that most people are. But from time to time, an unexpected catalyst reactivates my positive outlook. I recently spent two weeks on a motorcycle trip across the American south and west. While there were numerous...