For a long time now I’ve been puzzled about why companies will say, in their ads, websites or mission statements that they “Exceed customer expectations.”

Why do they settle for this weak claim that’s impossible to quantify, and is so commonly used by companies in every industry that it’s evolved into a cliche? Continue reading →

While creativity is a powerful advantage in a new world where the lack of it can be punished dreadfully, our business environment is swarming with those who think they have it, when they don’t.

If creativity isn’t there early it very likely won’t be there late. Trying to put it there is much like trying to teach elephants to create paintings. They’re alert enough to learn eventually to pick up a brush, dip it in the bucket and swirl it onto the paper. Continue reading →