Solutions Talk

The fine line between fame and infamy...

Today's Notable Quote: "People have certain things that they do in life. We don't need to look on the situation at this time (but) on the fact we just lost a great member of society." - Robert Gaddy, friend of recently deceased former NFL quarterback Steve McNair

Most of the news coverage surrounding the shocking murder of former Tennessee Titan and Baltimore Ravens quarterback Steve McNair has centered on the "why", "who" and "how" of the tragedy. A generous outpouring of public sympathy and shock has been expressed by fans and friends following the reports of McNair's death.

Most articles are focusing on Steve McNair's courageous performance on the football field. They mention how he played through serious injuries and pain to win--leading the Titans to a Superbowl appearance--and both the Titans and the Baltimore Ravens to playoff berths. He won the respect and adoration of fans around the country for his determined attitude and gritty style of play.

Accounts also emphasize that McNair should be remembered and "judged" for his charitable endeavors. He often lent his time, money and influence to charity work with the Titans and in Baltimore. Mr. McNair even helped load donated food, water and clothes onto semi-trucks that he had arranged for Katrina victims.

 A quote from long-time friend and former college teammate Robert Gaddy raises a point which has been briefly mentioned and largely ignored by many in the media: Gaddy seems to be implying that we should not judge Mr. McNair, a married father of four, over the fact that he was apparently "dating" a young woman (also found dead at the scene) at the time of his death.

If we remember the acts of athletic prowess, heroism and altruism--should we overlook the shocking circumstances under which he died? On balance...will Steve McNair's fame outweigh the infamy of his death? Readers...what do you think?

"Kickin' it" Airline style...

Today's Notable Quote: "I get no kick in a plane...Flying too high with some gal in the sky is my idea of nothing to do..." -from Cole Porter's "I get a kick out of you" - immortalized by Billie Holiday and Frank Sinatra.

Flying ain't what it used to be...

The glamour of "jet-setting" has been replaced by the mad scramble to beat the clock; rushing through the airport - from ticket counter to security, through security to the gate - from the gate to the crampled quarters ofa "Regional Jet" enroute to your destination. This drill has replaced the thrill of airline travel for today's business and leisure traveler. 

I've logged more than 3,500,000 airmiles during my adult life...and have seen a marked change in the levels of service, attentiveness and awareness on the part of airline personnel "post 911". I understand, that as they are increasingly required to "do more with less" - patience, like other resources, often runs thin. In my 55 flights so far this year, I would say that 50 have been "satisfactory" - while 5 have had some issues. According to "customer satisfaction surveys", that's a 91% satisfaction rate. Not bad...but not really good either. My standards are much lower than at times in the past...as I have determined that the "airline experience" has become increasingly commoditized.

Major victories for travelers these days include:

Getting through security in time to make your flight.

Boarding the plane soon enough to nab overhead space for your "carry on" luggage.

Snagging an extra pack of peanuts from a friendly flight attendant

Arriving at your destination on time--safe and whole.

If these five things happen...then you are really "kickin' it" in today's world of air travel...

Oh Greatness...where art thou?

Today's Notable Quote:  “The price of greatness is responsibility.” - Sir Winston Churchill

Where are the great leaders? The great orators? The truly great statesmen(states-people)?

Alas, many have fallen from their status due to the demon of personal moral failuree. The most recent case being South Carolina's "disappearing" Governor, Mark Sanford.

Is it ignorance, arrogance...or a combination of the two that lead leaders to believe that they can live a high-profile life without the accompanying public scrutiny and discussion of their private trespasses? My average intellect is addled by the seeming hubris demonstrated time and time again by the elected elite when it comes to their public and private behavior.

If my great-grandmother were living--she would shake her finger and give some of these morally-compromised politicos "what for".  If only that were adequate to solve the growing gap in true moral leadership in this nation...

For more on the shamed Governor's sordid tale, read on in this NY Times story...click here

Blogging versus "Micro-blogging"

Today's Notable Quote: "The past is not what it was." - G.K. Chesterton.

Indeed. Nor is the future. For those of us who choose to participate in the "Bold New World" of Social Media--it seems that each day brings many opportunities to learn how to do it better.

It is amazing to contemplate that the first generation of mobile phones appeared a scant 36 years ago, as Dr. Martin Cooper of Motorola called his rival Dr. Joel Engel of Bell Labs in April of 1973. Today there are in excess of 4 Billion cellphone users world-wide. Estimates indicate that nearly 3 Billion users not only talk...but regularly "text message" one another from their cellphones.

The desire for "constant connectedness" gained through texting has contributed to the fascination with Twitter - a form of microblogging that limits conversations to short bursts of information--no more than 140 characters per post.  Twitter users can send messages from their desktop, laptop, phone or BlackBerry. 24/7 "tweets" and "twitpics" are now possible.

The past and future may not be "what it was"...but thanks to the ubiquity of hand-held devices and communication platforms...we'll hear about what ever is coming our way or being left behind.

A "Tee Party" to Remember

Today's Notable Quote: "Work is Theatre and Every Business a Stage". - Joe Pine & Jim Gilmore, authors of The Experience Economy.

Work is Theatre. A model...not a metaphor. This thesis is central to the book and work of Joe Pine and Jim Gilmore - the duo who alerted much of the business world to the emerging "Experience Economy" with their HBSP best-seller in 1999.

Yesterday, I was privileged to join a party honoring the men on the 10th Anniversary of the book's publication. It was billed as a "TEE" (not "Tea") Party...and was a Birthday celebration extraordinare--including games and a massive "Experience Economy" Cake. 

It was great being part of the gathering...renewing old friendships, and making some new "like-minded" friends. All in all - the event was a true "4-E" Experience (what's that, you ask?). Read the book--or better yet...pick up a copy of the book, and make your plans to join Pine & Gilmore at this year's limited attendance "non-conference" thinkAbout in Philadelphia in September. Details below:

The 2009 Strategic Horizons thinkAbout

September 16 + 17, 2009  |  Philadelphia, PA

Advance Registration
Now Open!

Registration is limited to just 76 paying participants.

To join: Download the Advance Registration form.

For details call +1 (330) 405-2886 or email thinkAbout@StrategicHorizons.com

Surprise, delight and "ho-hum"

As a people, we are subjected to a wide-range of "service" these days. I think of my own recent experiences at places I regard "exemplars" of customer service (dare I say..."Experience"?). My wife and I--and me on my own have met with such a broad range of service levels that it makes one stop to take pause.  Retail establishments would do well to determine "HOW" they seek to differentiate themselves from their competitive set. For the life of me...I've yet to "crack their code"  in most cases.

My take? Very few are truly the definitive "low-price" - or "great experience" leaders. Lots of "white space" for those seeking to gain an "edge"...or perhaps, merely hoping to stay in business!

Bloggin' Birthdays of Note...

Today's Notable Quote: "You're not getting older...you're getting better..." - lame attempt by an anonymous admirer intended to curry favor with the object of the flattering remark.

Several celebrities share this birth date. Some are actors, some musicians, some merely famous for being famous:

Musicians:

Graeme Edge (Moody Blues) turns 68 today

Eric Clapton - 64 years young...

MC Hammer - 46 and going strong.

Tracy Chapman - Riding in a fast car at 45.

Celine Dion - 41 for the first time...

Nora Jones - No longer 20-something...at 30 today.

Actors:

Richard Dysart turned 80 today.

Former "man about town" Warren Beatty" is 72.

Paul Reiser is "Mad About" being 52

Mark Consuelos, soap star and husband of multi-tasking actress-host Kelly Ripa is 38 today.

Famous for being famous:

Peter Marshall, long-time host of "Hollywood Squares" turns 83 today! Circle gets the square Peter!

What up my Obama?

Today's Notable Quote: "Presidents usually don't earn a blip on the radar of teenage hipness. But Barack Obama's rise to the White House already has changed the way young people talk to one another." - Scott Waldman, Staff Writer, Albany NY Times Union.

"Barack you!" The dialog between teens at some high schools across the US has been affected by the Obama Presidency. Read on for more on this oddly interesting pop cultural phenomenon.

http://timesunion.com/AspStories/story.asp?storyID=782249&category=MULTIMEDIA&BCCode=&newsdate=3/23/2009

Wait...not now...

Today's Notable Quote: "If not now...when? If not me...who?

There is a cost associated with indecision. If we decide NOT to act as the result of indecision...we may miss out on an opportunity that will not come our way again. How will we know if this is so? We won't. This is why it is critical to be prepared to embrace the rare "life altering" opportunities that come our way.

Food for thought?

It's all about value....

Today's Notable Quote(s):

"Price is what you pay. Value is what you get." - Warren Buffett.

"That which costs little is less valued." - Miguel De Cervantes

val·ue 

Pronunciation:

\ˈval-(ˌ)yü\

 

1: a fair return or equivalent in goods, services, or money for something exchanged

2: the monetary worth of something : market price

3: something (as a principle or quality) intrinsically valuable or desirable

 

Want to maximize value in a price-focused environment? Want to truly engage your clientele? Product selection, shelf placement and promotion alone will not engage your target audience.

 

The Experiences your business stages for the customer are the only sustainable differentiators.  To achieve a level of engagement that leads to advocacy--perhaps even zealotry, focus on creating carefully thought-out, consistently staged, authentic opportunities for your guests to step onto the stage and co-create value alongside you. For more on this idea, check out my company website page on Experience Training @ www.solutionstalk.com