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Michel Hogan

Brand Counsel

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You are here: Home / Archives for Promises

Promises

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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Communication with employees is a Goldilocks problem

Communications, Culture, Employee experience, Promises · September 2, 2020

Ask people what their organisations need to do better, and nine times out of 10, they will say communicate. Whether it’s too much or too …

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Five signs your company values might be bullshit

Brand, Culture, Customer Experience, Operations, Promises, Values · September 2, 2020

The combination of hubris and aspiration, liberally sprinkled with puffery make many value sets mosh pits of self-delusion. So there’s …

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Clear agreements are the mother’s milk of promises

Brand, Promises, Unheroic Work · September 1, 2020

I’m always looking for ways different ways to make it easier for people to think about their promises. Last week listening to a recent …

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Culture is critical to keeping the promises you make

Brand, Culture, Promises · May 27, 2020

Take a look around at the broken promises you see. How did it happen? Was it neglect, poor planning, a deliberate act? My research …

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Keeping your promises can help you avoid the minefield of people’s outrage.

Brand, Leadership, Org Identity, Promises · October 24, 2019

People making demands of a company to act differently isn’t a new story. However, the nature of what they’re asking for is shifting. In a …

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When communication fails, peoples’ experience is the casualty

Communications, Customer Experience, Promises · March 19, 2019

A friend Sue (not her real name) lives in a rental house that’s up for sale — in our overheated real estate market, it’s a common story. The …

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The myth of wow

Brand, Customer Experience, Promises · March 2, 2019

By Michel Hogan It started with a conversation: Me: “You don’t need to exceed expectations, just do what you say.” Them: “So, …

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Darn the sun is bright. My kind of morning meeting Darn the sun is bright. My kind of morning meeting! #beachwalk #morningmeeting #flockofseagulls
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Acknowledging all the wise, kind, fierce and formi Acknowledging all the wise, kind, fierce and formidable women around the world on this 2021 #internationalwomensday #getloud #mumsroses
Mesmerizing swirls where tide and dry sand meet. # Mesmerizing swirls where tide and dry sand meet. #beachwalk #beachtextures
A tangle of beachy goodness. Just the way l found A tangle of beachy goodness. Just the way l found it. #beachwalk
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Morning walk around Fitzroy Gardens this morning l Morning walk around Fitzroy Gardens this morning looking at spots for an outdoor workshop next week. Rear view of Captain Cook’s Cottage and statue among the towering trees. #fitzroygardens #morningwalk #gardens #parks
Lockdown cookies. Healthy chocolate chunk via @ter Lockdown cookies. Healthy chocolate chunk via @teresacutter_healthychef #yum #homemade
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