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Thanks to Francis Wade for emailing me this review of THIS IS STRATEGY. Francis works in strategy, and I'm so delighted the book resonated the way it did. Case: You are a corporate strategic ...

In hospitality and customer service, perfect is elusive. Someone is going to miss a shift, have a bad day, or fail to understand a situation. But there's a second kind of error, the one that ...

We've forgotten how often society had an answer for that question. Perhaps our shift away from a dictated answer not only gives us freedom, it also creates ennui and fear. The culture of a ge ...

There are very few activities that are fully reversible. Ice sculpture might be one of them. Once the ice melts, all the effort and information is lost, and refreezing lets you begin again with a n ...

There's a lot of pressure to make things dumber. Better to make it dumb than to have someone simply walk away, apparently. With so much to consume, and an unlimited amount to learn, thereR ...

I love Zamboni machines. They're ungainly, they're slow but they're also majestic. Like an elephant for ice hockey. After each period, when the ice is chopped up by play, the Zamb ...

There are lights, camera and action, but mostly there's the unreality of making it fit. Happily ever after, a climax at just the right moment, perfect heroes, tension, resolution and a swelli ...

Points aren't just for games. Points are how we keep score and decide what to do next. Pick your scorekeeping wisely. Too much focus on the score can bend us or break us, pushing us to engage ...

There's the James Bond villian sort of power, based on division, dominance and destruction. This is the short-term power of bullies, trauma and mobs. And then there's a more resilient f ...

Culture has stability. "The way things are around here." When we are pushed too far from our norms, life gets stressful. Some of the people in the systems that used to keep things stabl ...