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Michel Hogan

Brand Counsel

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You are here: Home / Archives for Promises

Promises

A new tool for making promises you can keep

Culture, Leadership, Operations, Promises, Unheroic Work · January 20, 2022

On the bottom shelf of my bookcase, I've got a small library of books and a stack of papers that explore promises and commitments. The …

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In a game of experience happenstance, you lose.

Brand, Communications, Customer Experience, Employee experience, Promises, Subscriber Articles · October 14, 2021

Experience without expectations is unthinkable — literally. What I believe will happen plays a prominent part in how I feel about what does …

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Beware the noise of other people’s ideas.

Brand, Org Identity, Promises, Purpose · August 23, 2021

The book "Noise, A Flaw in Human Judgement" by Daniel Kahneman, Cass Sunstein and Oliver Sibony explores the information and choices that …

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How to make the most of your values.

Culture, Leadership, Promises, Values · August 5, 2021

Values are not there as a billboard for your goodness. Frankly, I don’t care what someone who doesn’t work for me, with me and buy from me …

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Trust turbo-charges your brand result.

Brand, Culture, Promises, Unheroic Work · July 17, 2021

Are you a trust given or a trust earned person? In my experience, everyone is one or the other, and like oil and water, the two don't …

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The consequences of promises

Brand, Culture, Promises · July 5, 2021

Consequences always follow promises, and the nature of the outcome is determined by whether you keep or break them. At first glance, …

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I am not on a journey

Customer Experience, Employee experience, Marketing, Promises · May 24, 2021

These days, it feels like every damn thing I do is called a journey.  I'm not buying a drill. I'm on a home improvement journey. I don't …

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How expectations and obligations cascade into broken promises

Brand, Communications, Promises · March 16, 2021

Promises play an indispensable part in how value accrues in your brand result. Yet despite that, too little thought gets applied to what's …

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Do you actually follow through on the ‘satisfaction guarantee’ on the front desk?

Customer Experience, Promises · September 2, 2020

The sign on the counter said: ”If you’re not satisfied with your stay, let us know and we’ll make it right.” I’m sure plenty of similar …

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