In one of my first jobs out of school, at a tender 25 years old, I found myself at a firm with no career ladder and a particularly demoralizing, tyrannical boss. Every morning that I walked from my house to that job, I was wretchedly miserable. My one glimmer of happiness was a smart, funny peer—let’s call her Sarah—who became my instant friend. We were in the same unhappy boat, at a similar level in the organization, and I seized on our lunch breaks as prime opportunities to vent my gloom and misfortune with someone who I knew would understand.
Complaints should always be accompanied by suggestions for addressing them. I never advocate suppressing ideas or different perspectives but having a perspective to share comes with a responsibility and a commitment to participate in making things stronger and more effective.
This is the age of instant communication, and a good example of it is how within the reach of a click, we can “skype-dive” into the room of someone else, living thousands of kilometers away. Businesses flourish everyday, coming out of networks of collaborators, scattered in many countries and geographies, permanently engaged in constant processes of communication, via Skype, Whatsapp, Twitter, Facebook, mail.
Due to constant technological innovation, it is now extremely easy to speak to others, regardless of where you are. Who doesn’t recognize this scene: you are seating at your desk, having in front of you your laptop. To your right side is your iPhone, on the other side, your tablet. While you check your emails, you suddenly have John on Skype. Then Elise calls you on Facetime, whereas Christian demands your attention by using Whatsapp. How to properly communicate with all these people, demanding your personal attention to different issues, at precisely the same moment?
Excellent article that captures it well. When I was doing training on reflective listening and interviewing skills, we got into the practice of using these 12 sentences and gradually they become incorporated into everything that you do - all aspects of your life and certainly aid in clarity of communication. Try them! You will be amazed.
As I mentioned above, 90 percent of buyers trust a network referral. Leaving us as businesses to ask, who represents the network and how do I gain the support of those influencers to evangelize my business.
I love this selection of quotes & ideas. I have always counted Dr. Seuss as a business philosopher for many years & am pleased to see this article. Stories are by far and away a most excellent way to connect with your audience and who tells a tale as good and as timeless as Dr. Seuss.
This is a great post to show the multiple levels that must be taken into account when considering an experience, be it for an employee or for a customer. it is often like a 3D tic tac toe game..... being able to see it from all perspectives and in all contexts.
Fifteen employees — or ambassadors — representing a cross-section of LivePerson volunteered to be a part of a design process that involved everything from themed work sessions to board game-style space planning.
This is a very interesting way of negotiating buy-in to plans that need to work for everyone as well as being functionally efficient and working within a budget.
It would also be important to see how the 15 people that were selected as the ambassadors were selected for their roles, particularly if they are making decisions for the entire team. Credibility within the tribe is an important factor to consider when placing individuals in the roles of "spokespeople" for others.
Larry Freed photo courtesy of ForeSeeBlog.com Many startups and mature businesses have not yet adapted to the fact that customer satisfaction in this “always connected” age is more than product and service quality.
Dialoguing with our clients and truly seeking their opinions and perspectives is the only way to go. The Connectivity Age is just that connecting on a different and more consistent level to show our love for each and every customer that we have.... 'cause we exist because they are there and they have lots to tell us.
Ditch the cubicle and take a look at some of the most fun, innovative office spaces in the United States. From Google’s slide to Airbnb’s tree house, these companies tackle the challenge of employee well-being and efficiency, with creative office...
Leo Tolstoy, the Russian novelist, famously wrote, “Everyone thinks of changing the world, but no one thinks of changing himself.”
Tolstoy’s dictum is a useful starting point for any executive engaged in organizational change. After years of collaborating in efforts to advance the practice of leadership and cultural transformation, we’ve become convinced that organizational change is inseparable from individual change. Simply put, change efforts often falter because individuals overlook the need to make fundamental changes in themselves.
Building self-understanding and then translating it into an organizational context is easier said than done, and getting started is often the hardest part. We hope this article helps leaders who are ready to try and will intrigue those curious to learn more.
User-generated content makes up 30 percent of millennials media time, and they trust it 35 percent more than other sources.
The findings provide marketers with insights into millennials’ media habits and how to access them. This generation will soon have record-breaking purchasing power and the study confirms that millennials are most influenced by user-generated content.
As a whole, millennials spend a whopping 18 hours per day consuming different media across several devices. User-generated content makes up 30 percent of that time (5.4 hours), second only to traditional media like print, television and radio at 33 percent. But millennials trust information found in user-generated content 50 percent more than information from traditional media sources and find user-generated content 35 percent more memorable than other sources....
More and more the need for effective storytelling to connect with clients, particularly in light of the increasing relevance of user generated content. So exciting to be working with brands and brand identity in this connective economy.
Brands that build an emotional connection with their customers are the ones that will continue to thrive in our global and commoditized economy. Where better to do this than on the recent Winter Olympics? One organization that understands this better than any other is Procter and Gamble (P&G). Procter and Gamble (P&G) understands the importance ...
Connecting to the emotion is absolutely a key to connecting with the customer. Beauty products, as an example, are not sold based on the technical compositions unless there is a link to the emotions of why those ingredients are important - attaching to the values and emotions of the consumer. Similarly - and unfortunately - there is also still a prominence of branding that is associated with connecting with another emotion - fear. Which moves me to tears but for other reasons.
The omni-chanannel, real-time, everything’s available environment we are currently living in has changed the marketing fundamentals quite radically. The world is no longer the same place for which The marketer E.
I love that these concepts can also apply to those who are working with internal customers as well. Often times I see that there is more of an effort to practice these 4 steps externally without recognizing that a "captive" internal audience deserves the same consideration and care.
Bravo to this Canadian blogger (first clue was referring to "American Thanksgiving". Only us Canadians do that...) for identifying SM trends for 2014 that are spot on from my perspective. From declines in FB "engagement" to increases in Twitter, to the expansion go Google+, ... Looking forward to all that 2014 brings... Such exciting times we are in.
As this article points out, if you are not regularly checking the pulse of your customer, you may be finding that the service experience you are delivering is falling short of expectations. There are so many ways of connecting with your current (and potential) customers that to fail to even attempt at making the connection means that you will reap what you deserve.
Education happens in many forms, internal and external. If there is one thing that remains true is that to nurture curiosity is to nurture growth and expand potential. May I wish you a lifetime of curiosity.
The shifting work culture can be seen in offices around the world, thanks in part to the influx of millenials into the workplace. Couple that will work that is increasingly shifting to virtual environments where employees are "in the office" on a part time basis rather than fulltime and it makes sense.