July 2021


Monday through Thursday we explore ideas from authors, thought leaders, and exemplary organizations.  On Friday, I share something we are doing at PCI in our quest to earn a spot of Fortune magazine’s 100 Best Companies to Work For.  In the world.

The power is in the consistency.  One idea we can put into action.  Each day.  Everyday.  Together, we capitalize on the power of compound interest.  Together, … continue reading

Why does it matter that Gross Domestic Product (GDP) per capita has gone up so dramatically?  After stagnating at around $500 for thousands of years, it has increased 20 fold to over $10,000 in the 200 years since the Industrial Revolution.

“Though it’s easy to sneer at national income as a shallow and materialistic measure, it correlates with every indicator of human flourishing,” notes Steven Pinker in Enlightenment Now, including … continue reading

This week we are exploring the reasons behind the incredible drop in worldwide extreme poverty: from 90% in 1800 at the beginning of the Industrial Revolution to less than 10% today.  

And falling.

The United Nations has set a target of “ending extreme poverty for all people everywhere” by 2030.  

What accounts for this incredible drop?

Yesterday, we looked at three reasons outlined by Steven Radelet, author of The continue reading

“In 1976,” Steven Radelet writes, “Mao single-handedly and dramatically changed the direction of global poverty with one simple act: 

“He died.”

Yesterday, we looked at the staggering drop in worldwide extreme poverty: from 90% in 1800 at the beginning of the Industrial Revolution to less than 10% today.  

What accounts for this incredible drop?

Five reasons, says Radelet, author of The Great Surge: The Ascent of the Developing Worldcontinue reading

1: Imagine this headline: Number of People in Extreme Poverty fell by 137,000 yesterday.

Actually, the newspapers could have run that headline every day of the last 25 years, notes Dr. Max Roser in Steven Pinker‘s powerful book: Enlightenment Now: The Case for Reason, Science, Humanism, and Progress.

Many people believe we are living in the worst of times.  

The data is crystal clear: These people are wrong, … continue reading

1: One of Ritz-Carlton’s strategies to engage their workforce is to create a memorable first day at work .

Same for us at PCI. 

“You only get one chance to make a great first impression.”  

I’m convinced onboarding is the single biggest opportunity for many organizations to significantly improve their workplace cultures.

Getting better at onboarding certainly has made a big difference at PCI.

About 10 years ago, I had … continue reading

Select. DevelopEngage.

These words are at the heart of Ritz-Carlton’s three people processes which result in a powerful, positive workplace culture where team members are inspired to create memorable experiences for hotel guests.

Client delight begins with engaged Ladies and Gentlemen, what Ritz-Carlton calls its employees.

Today, we turn to how Ritz-Carlton engages it’s Ladies and Gentlemen.

Strategy #1: The “Daily Line-Up.”

The Daily Line-Up occurs in every day … continue reading

This week we are exploring “the system behind the smiles”: three key “people processes” Ritz-Carlton uses to create world-class guest experiences.  These best practices were shared by Ritz-Carlton as part of a six-hour virtual training I had the privilege of attending earlier this year. 

1: Happy clients are the foundation of all successful companies.  Happy clients buy more and tell their friends.  

Happy clients = Happy company.

But Ritz-Carlton understands memorable … continue reading

1: How does Ritz-Carlton consistently deliver world-class customer service across more than 100 luxury properties and more than 40,000 staffers?

How does the firm “operationalize” its motto of “Ladies and gentlemen serving ladies and gentlemen”?

Earlier this year I had the privilege of participating in a six-hour virtual training during which two answers became apparent.

Number one: “Employee engagement ties to client engagement.”  The hotel believes that memorable customer service does not happen without … continue reading