In Case You Were Wondering What I Was Thinking

There is a strong trend today to "lower the bar." The post office can't meet its commitment to provide box mail by 8 am, so instead of finding out why they can't improve service, they change the commitment to 11

Nimble. Agile. Digital transformation. Good to great. Artificial intelligence. Reengineering.   They make kale seem flavorful by comparison.

I'm thinking of times throughout my life when I've been really fearful. My quick list, in no special order: • The Cuban Missile Crisis • Being struck by lighting in a plane (five times, on two of which I thought we were

I Little Lightness in the Crisis:  The telephone instruction “Please listen to this entire message because our options have recently changed.” The service line recording, “This call may be recorded for quality control purposes.” Most packaging that claims “100% recyclable.”

A woman actually wrote on LinkedIn this morning that we should avoid the self-check-out machines in stores in order to make sure there are jobs for cashiers. People making such claims are the people voting in the primaries and general

I happened to hear James Carville on the news this morning. He was my guest not too long ago at one of my events, and it was also his birthday. I ordered Makers Mark bourbon, his favorite, which, inexplicably, the

Complaints about too many tourists in a location uttered by people who are, themselves, tourists, is just about the height of a lack of self-awareness. Every single person who’s ever offered me unsolicited critique about my cars, clothes, jewelry,

Do designers ever ask the intended customer to consult with them? I think it's great having power outlets on planes, but when you have to turn on the iPhone flashlight and kneel on the floor to find it and make sure