The Anatomy of an Apology: How to manage and respond to a scandal

Over the past 15 years, if there is one question I keep getting asked, it's “how to handle a customer complaint?". There are regular complaints, and there are a few ones, which end up becoming a public scandal damaging to the brand image and reputation when it hits a level of virality. No one...

Find your Eureka: How to be the Problem Solver the World needs

For the problem solvers of the world, we are in search of that “Eureka” moment, that moment of clarity and sheer genius, mixed with a bit of brilliant insanity. It means “Aha” or “I have found it!”, and famously attributed to the Greek mathematician and inventor Archimedes, a story which...