Random Acts of Acknowledgment

“What a good helper you are!” my mother would say to a young child carefully handing boxes of cereal from the grocery shopping cart to be placed on the check-out counter. I’ll never forget the smiles on the child’s and parents’ faces when my mother would compliment them. Similarly, smiling at the cashier and fellow 

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Strategic PR Guide for Nonprofits [Infographic]

Public relations (PR) is an essential part of a nonprofit’s marketing function because it helps educate the public on the organization’s mission, increase donations, and find more volunteers. With nonprofits allocating an average of five percent or less of their budget on PR and marketing, team members have to rely on less expensive options such 

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Can You Treat Customers Like Employees and Employees Like Customers?

Curiosity. A hunger to explore what works and what doesn’t. Respectively challenging others’ ideas. These are among the many reasons I enjoy speaking with groups of young adults preparing for leadership roles. I recall one such gathering that involved an open discussion on marketing. We talked about dealing with difficult customers (it’s OK to terminate a 

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What Employees Want Most from Internal Communications Channels

[Note: This guest post is courtesy of Alison Davis, founder and CEO of Davis & Company, an award-winning employee communication firm that for 30 years has helped leading companies – such as Johnson & Johnson, Motorola Solutions, Nestle, Roche and Rogers Communications – increase employee engagement. Alison sets the strategic direction for the firm, consults with 

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What Do You Notice About These Three Customer Service Stories?

In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before 

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Where You Lead From Makes a Difference

My recent post about Zoltan Merszei‘s message on organizational strategy included developing a “vision of what’s to come” as “the ultimate insurance of success.” Articulating and sharing a well thought out vision certainly contributes to success, but it’s not enough. It also takes a leader who knows how to effectively engage and connect employees with the leader’s 

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“Protect People From Too Much Organization”

The yellowing, decades-old piece of paper I found in my files featured this striking advice from Zoltan Merszei, former executive at Occidental Petroleum Corporation and Dow Chemical Company. Merszei wrote it “as a reminder that we need to protect people from too much organization, while never destroying the organization itself.” His message is still relevant: Always 

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Summer Blog Break 2017

It’s time for my annual summer blog break. Despite my brief blogging respite, my client work, business development, and professional development efforts will continue — without the pressure to post. That’s because my blog is truly a labor of love as I find writing to be a painful process. I’ll return with new content in late August 

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David Lamb

Internal Marketing Spotlight: Hyatt Place Dallas Ft. Worth

While I travel often for business, my experience staying at the Hyatt Place DFW airport hotel felt different. I was consistently met with genuinely friendly, caring attitudes from all the hotel associates I encountered: from the sales manager who helped me with an extra night’s stay because I needed to arrive early before an impending storm 

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What’s the Problem with the Next New Management Trend?

The answer depends on management’s attention span. No matter how well intentioned, executives who are unable to keep their focus on doing what it takes to make a new approach work will move on when the initiative fails and go after for the next best thing — frustrating their employees in the process. In this 

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