Are You Customer-Centric?

My first professional job was in Customer Relations for McDonald’s. Our department functioned primarily as a “call center,” and most of our work involved responding to letters or phone calls. It was 1991, and we couldn’t

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Guide to Effective Panel Discussions

We have been asked to design, convene and execute a variety of panel discussions. Some of the most interesting were for a professional association to help its membership advance their knowledge base and understanding of topics

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Why We Love LeBron James

“My relationship with Northeast Ohio is bigger than basketball. I didn’t realize that four years ago. I do now.” James’ “uninterrupted” letter to fans through Sports Illustrated is a great study in communications and issues management.

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What Makes A Great Speech 2.0

We wrote about this topic a few years ago, and thought we’d look back and see if our tips remained strong. And in the past few years, we have written, watched, and listened to hundreds of

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