Customer Service and Michael Moore

Customer Service and Michael Moore

Twenty years ago, filmmaker Michael Moore launched a show called TV Nation. I vividly remember the CEO Challenge episode. He stood outside of corporate headquarters and called for CEOs to perform tasks appropriate to the products they sold. He wanted the CEO of IBM to...
Navigating Signals. Reading Signs

Navigating Signals. Reading Signs

Travel is exhilarating. But it takes work to find your way and get where you want to go.In those rare moments when signs and signals are obvious and clear, it’s a real treat.So it was in London last week. My third visit, my daughter’s first. We wanted to see as much...
Another Polar Vortex? Time to reread The Tempest.

Another Polar Vortex? Time to reread The Tempest.

It’s been quite a year: Record cold, snow and ice throughout the eastern U.S. California faces catastrophic drought; southern England was battered by wind and rain; volcanoes devastated Indonesia. And high above the earth, clear air turbulence played havoc with jet...
Nelson Mandela: forgiveness, strategy and virtue

Nelson Mandela: forgiveness, strategy and virtue

I’ve always thought of forgiveness as a virtue, something that good, moral and kind people do better than the rest of us. Nelson Mandela showed me a different perspective.Before the extensive coverage that followed his death, I knew he forgave his enemies and led...
Worst Communicators Ever

Worst Communicators Ever

The other day, dozens of tornados swept through the Midwest. Lives lost. Property destroyed. Such widespread and severe storms are unusual this late in the year.Having recently moved, this was the first storm I would watch from a high-rise condo. I wondered if we’d...