"With customer experience, companies don’t simply fulfill functions or execute transactions— they cultivate feelings around their products, services, and brands. As such, customer experiences should resonate emotionally, appealing to the five human senses and expressing a unique brand personality."

"Much has been written about the 'graying of America.' According to a recent CNBC.com article, nearly a third of America's workers are now over 50, and employees over age 65 outnumber teenage workers for the first time since 1948. We are an aging population with all of the implications that brings for our society: Greater demand for health care workers, more senior housing, etc. But what does this development mean for our successful leaders, many of whom are also aging and, in many cases, reluctantly approaching retirement? Every day, men and women who have achieved great things both personally and professionally and reached the very top of the ladder are being put out to pasture to rarely, if ever again, use the significant gifts and talents that helped them for the first 50 or so years of their lives. I would suggest that it doesn't have to be that way. In fact, I would posit that the next part of their lives could cement their legacy and in many ways be their most important years with perhaps their greatest contribution."

"Someone is sabotaging your organization. Not deliberately. But that doesn't matter. The damage that this person is causing is just as bad, and maybe even worse, than it would be if he or she planned it. Day by day, operating under the radar, this person is undermining the work of your company. In effect, he or she is putting sand in your machine. And if you don't identify and redirect that person's destructive behavior (and eliminate its cause), your company's gears may suddenly grind to a halt."