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May 17, 2013

Friday Links

Filed under: Friday Links — dylan @ 1:38 pm
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For your weekend perusal, here is another installment of Friday Links

➻ Calvin Ried’s coverage of the BISG’s MIP (The Book Industry Study Group’s Making Information Pay Conference) 2013: A New World of Big Data, Complexity and Collaboration for Publishers Weekly yesterday was a treasure of interesting insights:

BISG executive director Len Vlahos gave an overview of “The Digital Consumer” using data from its “Consumer Attitudes Towards E-book Reading Survey,” in particular looking at the behavior of “Power Buyers” or consumers who buy at least one e-book a week. They represent about 17% of all e-book buyers, they are likely to be a women aged 55-64, and are “grown not born,” he said, noting that they buy physical books and e-book interchangeably and have grown into being “power” e-book buyers over time. Vlahos also noted that while 80% of Power Buyers shop at Amazon, 40% shop at B&N and 30% buy or use libraries/OverDrive to find the e-books they buy. And while dedicated e-readers continue to dominate, their dominance is slipping (and the use of iPads for reading is growing) and Power Buyers generally own tablets and e-readers (though they prefer dedicated e-readers for reading).

That is just one bit of the fascinating data provided in the Ried’s coverage. But what does it all mean for those that write, publish, and sell books? What, if anything, does that data do to the way we move forward as an industry? If anything, it shows that we must continue to work together:

Ken Michaels, president of Hachette Book Group and chairman of BISG, closed the conference with a presentation on change and adaptation, noting that “the world is changing more rapidly than we realize.” In particular he noted that the former linear supply chain in publishing—the familiar publisher to distributer to retailer paradigm—has been replaced by a crazy and complex constellation of financial interests and sevices surrounding one central figure—the reader. He also used this new paradigm to promote industry collaboration, like BookStats.

“We see complexity as an opportunity,” Michaels said, “not because we can figure it out in isolation, but because we can participate togther in organizations like AAP, BISG, IDPF and others, without which we couldn’t educate ourselves about the best practices in this new world.”

And speaking of collaboration, this time internal, the BBC went inside HarperCollins in London to see how their covers come to life in a cool little video, Cover to Cover: How are book jackets designed?

➻ Taking a look inside another literary institution, Julie V. Iovine of the Wall Street Journal writes that The Library’s Future Is Not an Open Book. It’s a great overview of a paradigm shift taking place in libraries throughout the country and shows that libraries continue to be some of the most dynamic, forward thinking institutions in the country. The piece deserves a full read, but this excerpt should begin to give you the gist of the article:

Branch libraries have long served as community hubs offering book clubs and after-school story times. But central libraries, dedicated to the care and maintenance of weighty collections within ornately crafted and lofty spaces, are having to recast themselves. Thanks to the shift of emphasis to online resources over hard copies, the prevalence of mobile technologies and changing approaches to studying and learning, libraries have a different social purpose. “I used to be greeted by a sea of faces with questions like how to spell ‘Albuquerque,’” said Amy E. Ryan, a career librarian since the 1970s and now president of the Boston Public Library. “That’s all over. It’s now about providing an experience.”

That experience still includes books, but more importantly for our true education and the health of our civic life, it includes the serendipity of discovery, of the unexpected, of the other and the unfamiliar—something I think is less prevalent as algorithms dictate who and what we see and read in our lives online.

I also believe that if the world were a perfect place, libraries would become the central, not-for-profit wireless providers in their communities. There are a number of models that could be explored, and the for-profit businesses we have providing this public service now are 1: dead last in most customer satisfaction polls, and 2: lagging behind much of the developed world in providing hi-speed service and capacity. The best ideas they seem to be able to come up with is to charge their most loyal customers more and to tier their services, which explains the public’s low esteem of them.

➻ As always, while the Amazon continues to be depleted, Amazon the company just keeps growing. In the news this week, Joanna Stern wrote about Amazon Introducing Amazon Coins—Virtual Currency for Buying Apps and Games, Greg Bensinger reports that Amazon Is Developing Smartphone With 3-D Screen, the Guardian‘s Ian Griffiths and Simon Bowers have Fresh questions for Amazon over pittance it pays in tax, and Dave Jamieson tells us about Amazon Warehouse Workers Suing Over Security Checkpoint Waits, all while Amazon employees strike in Germany. From Melville House’s Kelly Burdick on that last point:

An Amazon spokesperson said the strikes will not affect shipments in Germany.

That said, the action is significant—it’s the first meaningful labor action against Amazon anywhere in the world and an ironic mark against Amazon, a high-tech company suffering from the “distinctly old world malaise of industrial action,” as the FT puts it.the action is significant — it’s the first meaningful labor action against Amazon anywhere in the world and an ironic mark against Amazon, a high-tech company suffering from the “distinctly old world malaise of industrial action,” as the FT puts it.

I would suggest that, if Amazon doesn’t want to deal with the “old world malaise of industrial action,” they should probably not rely on old world industrial labor conditions.

➻ Over at Salon, Ted Heller says Goodnight, sweet print, asking “Are words on paper gone forever?” At the same time Fast Company‘s Addy Dugdale tells us that Qantas Urges Passengers To Ditch Their Kindles For A Paperback Book

A collaboration between Hachette and Droga5 is attempting to get Qantas’s passengers to turn their tablets and e-readers off, and turn instead to paperbacks.

Stories For Every Journey is a collection of bespoke books aimed at the airline’s frequent flyers. Each of the 10 volumes has been written to allow travelers to devour it, front to back, within the flight time–longer flights allow the passenger to devour a meal, throw back a few glasses of wine, and settle down for some sleep, with enough time left to finish the book.

In the Christian Science Monitor, Donna Bryson explores A ‘novel’ idea for spreading literature in Africa: The cellphone. And taking a look at a fascinating new book from Simon & Schuster, Claire Kelley wrote yesterday that Jaron Lanier offers to save the book business, but even his own publisher doesn’t listen:

In her review of his new book Who Owns the Future?, Janet Maslin adds another descriptor, calling Lanier a “mega-wizard in futurist circles. ” But she could have also called him a “book publishing strategist.” In the final chapter of his book, Lanier lays out his thoughts on the future of books and offers a money-making scheme to save the book business:

It amazes me that traditional book publishers don’t understand the emotional value of paper… To survive, the book business has to define a product for the upper horn, for the rich… there should be hyper limited editions of books like this one, hand copied by monks onto handmade paper, using organic fair-trade inks, and sold only in VIP rooms at parties where almost no one can get in. Listen up, publisher, you are with these very words publishing the advice that could win you a fortune, but you are choosing to ignore a way to get through these tough times.

Simon & Schuster, the publisher of Who Owns the Future? was apparently unwilling to take the leap. Seemingly resigned to the inability of publishers to heed his warnings, Lanier offers possible outcomes once the book industry has been completely overhauled by Silicon Valley.

Man… with the physical book disappearing, maybe it’s a good thing so many of us practice Tsundoku.

➻All of these links make my head hurt after a while, which brings me back to the ideas of Simple: Conquering the Crisis of Complexity.

➻ You may too old for summer camp, but if you’d like to take two weeks away from home this summer to build new relationships and “a new online thing,” check out the Summer 2013 Seth Godin Internship.

➻ Do you realize that we’re floating in space?

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May 15, 2013

ChangeThis: Issue 105

Filed under: ChangeThis — dylan @ 12:33 pm
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Monster Loyalty: How to Build Customer Loyalty like Lady Gaga
by Jackie Huba

“While known as much for her voice as for her over-the-top wardrobe, few recognize Lady Gaga for her stunning business acumen, which has earned her legions of loyal fans worldwide.”

Brains Favor the Ridiculously In Charge Leader by Henry Cloud, Ph.D

“Leaders must establish some key boundaries in some very key areas if they want to get results. And, thanks to brain research, we now can scientifically get a peek into why the leaders who do establish these kinds of boundaries get the results that they get.”

Mentorship 2.0: How to Find the Mentor You Need by Dorie Clark

“Waiting for a mentor to appear like a deus ex machina is a loser’s game. Some people luck out, but most don’t. This manifesto is about how to make your own luck—how to proactively identify the people you want in your life as mentors, cultivate real relationships, and look beyond the obvious.”

Recharge: 7 Ways to Improve Innovative Thinking by Debra Kaye

“If companies want to innovate the way successful bold newcomers have, they have to unplug from the constraints of, ‘That’s the way we’ve always done it,’ and recharge, starting with the mantra, ‘Let’s just not do that anymore.’”

The Art of Adherence by Lee J. Colan, PhD & Julie Davis-Colan

“Achieving adherence is simple but not necessarily easy. It takes skill and creativity to continually nurture focus, competence, and passion with your team. This is why we call it the art of adherence.”

An Action Plan for Making Good Customer Service a Reality by Kirk Kazanjian

“Any company can market and promote that they are experts at cuddling customers, but very few ever get the formula for execution right. [...] They like to talk the talk, but don’t walk the walk.”

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The Power of the Circle

Filed under: Uncategorized — Sally @ 8:25 am
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Two conversations I had last week got me thinking about networking.

➻ The first was during a brainstorming meeting with Jon, our general manager, about our annual author conference. The meeting ended with a discussion on the value of mentoring, and the predominance of books that advocate for the practice.

➻ The second was over a drink with a friend who was joking about the state of her golf game. When I commented that I had no desire to learn the sport, she explained that she works in an industry in which golf is still an elemental aspect of networking. She challenged herself with learning the game in large part to not miss out on opportunities to build relationships.

I hadn’t really come to any conclusions beyond this one: networking can be difficult. Showing up at local events to shakes hands and pass business cards isn’t for everyone. Nor is putting a little white ball into a hole. Asking for help, confiding your struggles, taking advice: none of these things come particularly naturally for business people who often strive to appear efficient, in control and decisive. But maybe these are all just requirements of networking that are gradually becoming archaic.

Pamela Ryckman, author of Stiletto Network: Inside the Women’s Power Circles That Are Changing The Face of Business, would agree that it’s time for women to look a little differently at networking.

I’ll admit I didn’t know what to make of this book initially. Reading through the publisher copy, I was perplexed by the celebration of networking groups of women with names like the “Power Bitches”; “Brazen Hussies”; and the “S.L.U.T.S.” (Successful Ladies Under Tremendous Stress). It’s not that I’m humorless about language exactly. It’s more that I’m skeptical of the efficacy of a minority group reappropriating derogatory language in order to re-empower that word and, as a result, that group. Is it attention getting? Sure. Is it a way for a group of women to be defiant in the face of continued discrimination? Possibly. But, to me, it can also be confrontational and limiting. And because this is my personal preference, I wasn’t sure I could enthusiastically recommend this book.

That was before researching the author, Pamela Ryckman. She herself describes the book this way:

Stiletto Network is a story of female friendship—disguised as a business story, a tale of women banding together to improve lives and companies and communities, to achieve their destinies and change the world.

This ‘elevator pitch’ is warm, positive, and powerful–just like the author herself. Spend some time with Pamela Ryckman by watching the video below, and I think you’ll find yourself excited in a whole new way about networking.

Delving into the book, you’ll find the material within just as inviting and optimistic. In Stiletto Network, Ryckman recognizes a new power trend in business: women banding together to bust through those barriers that continue to impede an individual woman’s progress. She offers examples of real-life women who have found networks and mentors to help them get further faster.

While Shauna Mei [founder of AHAlife, a women-centric shopping site] seems remarkable, she is not an outlier. Increasingly, behind aspiring women entrepreneurs stand older female mentors and investors. Many of these elders made it the old way–the hard way, the way with lots of battles–but they’re now secure in their positions. Now that there’s room for more women at the top, they don’t fear being displaced by the younger, newer model. They can breathe. And after forty years of women in the workforce, isn’t it easier, not to mention more fun, when ‘you or me’ becomes ‘you and me’?

Despite the book advocating gender comradeship, Ryckman makes it clear that gender isn’t really the most important thing. “Gender alone won’t qualify any woman for membership in the club. For Stiletto Networks to be relevant and desirable, they must be rooted in shared experience and true sympathy–which means they must have some form of exclusivity.” Exclusivity is a difficult word to use in relation to minorities, and more precisely, for women. Exclusivity can act similarly to discrimination. It brings to mind “cliques” and “hierarchy” and being the last kid picked for gym class. Ryckman defends the requirement of exclusivity by clarifying that extreme inclusiveness can just cause these individual circles to get watered down and less effective. Ryckman also stresses that these networks should not become “mentoring programs” because they easily become imbalanced with young women outnumbering the experienced. Stiletto networks, she says, work best when peer-to-peer.

So is the answer to the oppression of women in business the exclusion of men? No, Ryckman says.

For occasional bonding trips, segregation might make sense. But on a day-to-day basis, men and women need to mix and…prepare to play on coed teams. It’s happening, as more boys are raised by mothers who work (yet are still involved and loving), as men strive to create opportunities for their daughters, as husbands slowly increase their share of duties at home, and as boys and girls collaborate in school. Men and women are starting, just now, to meet in the middle.

And if it takes women circling together to make their presence in business undeniable, then the added benefit, Ryckman rejoices, is that these women will enjoy the journey, and maybe even the battle, all the more because they are doing it together.

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May 14, 2013

Simple

Filed under: Blog — Jon @ 11:42 am
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When we talk about breakthrough simplicity, we mean an interaction that cuts through the clutter. This is a standard that should be applied to everything a company puts out into the world, from the product to the ads down to the smallest piece of correspondence: It should do its job quickly, clearly, simply. People just don’t have the time or the interest to wade through corporate rhetoric and jargon to figure out what you’re trying to tell them. Through clarity of thought and presentation, it’s possible for a business to rise above the cacophony of today’s marketplace.

This quote from the new book, Simple: Conquering the Crisis of Complexity by Alan Siegel and Irene Etzkorn, is about as explanatory as it gets. Be it cleverness, verbosity, poor design, or perhaps even a company’s own confusion with what its focus and purpose are, there’s a lot of complexity in how some companies appear to the world. And it doesn’t end there. Taking a step beyond the doors of many organizations and you’ll possibly find many other layers of miscommunication, misunderstanding, and missed opportunity. Siegel and Etzkorn have spent decades helping business leaders and their companies edit out the unimportant stuff and communicate clearly – both in word and design – and the results were profound.

This book tells those stories: where the companies came from, what the change process was like, and what the results were. The irony is that the process in not necessarily easy. As the authors found, opinions, egos, and conversation often get in the way of simplicity. After all, the more communication, the better the understanding, right? According to the authors and their findings: Not at all. Through a process of empathizing, distilling, and clarifying, the authors explain how organizations can satisfy their leader’s feelings and opinions and help their customers better understand and connect with them in more productive ways.

Here’s another statement from the book to give you an idea of what’s within:

Ideally, everything a company puts out there – from its products and services to its website to every letter or invoice sent to customers – should reflect its commitment to considering the customer’s point of view. We’re all looking for that in our interactions with organizations and companies – the sense that someone there is aware of us as human beings. This can be expressed in the most minor exchanges and in mundane forms of communication. From clear instruction manuals to statements and invoices that are easy to read and understand, there are many ways to signal to customers that you’re a company that understands and respects them.

It’s a fascinating read, clearly written and full of interesting stories and logic. It’s as much about communication and design as it is about customer service and marketing. It’s a book every business leader should read and adapt. In fact, any member of a team can implement ideas from the book into their respective role, improve their own process, and stand out within their team.

 

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May 10, 2013

Friday Links

Filed under: Friday Links — dylan @ 5:45 pm
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➻ Scientific American had a post I missed last month about The Reading Brain in the Digital Age: The Science of Paper versus Screens. And it seems that despite the recent surge in e-book sales, our brains still prefer the physicality of the page.

In the U.S., e-books currently make up between 15 and 20 percent of all trade book sales.

Even so, evidence from laboratory experiments, polls and consumer reports indicates that modern screens and e-readers fail to adequately recreate certain tactile experiences of reading on paper that many people miss and, more importantly, prevent people from navigating long texts in an intuitive and satisfying way. In turn, such navigational difficulties may subtly inhibit reading comprehension. Compared with paper, screens may also drain more of our mental resources while we are reading and make it a little harder to remember what we read when we are done. A parallel line of research focuses on people’s attitudes toward different kinds of media. Whether they realize it or not, many people approach computers and tablets with a state of mind less conducive to learning than the one they bring to paper.

“There is physicality in reading,” says developmental psychologist and cognitive scientist Maryanne Wolf of Tufts University, “maybe even more than we want to think about as we lurch into digital reading—as we move forward perhaps with too little reflection. I would like to preserve the absolute best of older forms, but know when to use the new.”

And if you’re worries about getting your book wet in the bathtub, here is an 8-year-old’s invention for keeping books dry in the bath.

➻ Of course, Nicholas Carr would concur the reading on digital devices does not encourage the same level of comprehension, and The Shallows: cartoon edition can show you why in 3 minutes and 45 seconds.

Of course, I’m sure Carr would still prefer you read the actual book.

➻ But we shouldn’t be too quick to dismiss the internet as the cause of all our ills and think an internet-free existence is the solution to our problems. As Paul Miller shows in a review of his year spent offline, I’m still here: back online after a year without the internet, it isn’t what the internet is doing to us, but what we are doing on the internet and what we are doing ourselves that makes all the difference:

I’d read enough blog posts and magazine articles and books about how the internet makes us lonely, or stupid, or lonely and stupid, that I’d begun to believe them. I wanted to figure out what the internet was “doing to me,” so I could fight back. But the internet isn’t an individual pursuit, it’s something we do with each other. The internet is where people are. [...]

When I return to the internet, I might not use it well. I might waste time, or get distracted, or click on all the wrong links. I won’t have as much time to read or introspect or write the great American sci-fi novel.

But at least I’ll be connected.

And there is certainly something to be said for that.

➻ Getting back to books, Alexander Nazaryan has some thoughts in the New Republic about When Celebrities Take Over Publishing Companies …

Every age gets the publishing industry it deserves, whether it’s Babylonian scribes etching the Epic of Gilgamesh into stone tablets, medieval scribes toiling away at illuminated manuscripts or Maxwell Perkins laboring over the sentences of F. Scott Fitzgerald and Ernest Hemingway. Which is why, I suppose, today we have imprints from the comedienne Chelsea Handler, the rapper 50 Cent (Handler’s erstwhile beau, but I wouldn’t read too much into it), the chef Anthony Bourdain, and actors Viggo Mortensen and Johnny Depp, not to mention mystery writer Dennis Lehane and former Men’s Health editor David Zinczenko.

All these are small imprints, usually folded into publishing conglomerates and producing only a few books each year—and always announcing the celebrity affiliation with unabashed pride of the sort that must make the wise old men of the publishing world, the two or three still left, cringe. All were founded in recent years, as the publishing industry has searched ever more desperately for a solution to its chronic, worsening woes. They suggest, to me at least, that the business of discovering, editing, publishing, and promoting a book has become little more than that—a business, on par with hawking energy drinks or endorsing restaurant chains. Yes, publishing has always been about making money. The rise of the celebrity imprint indicates that it is now about little more than that.

I don’t know that I agree with that, or that there’s a huge difference between books written by celebrities and imprints presented by them (other than celebrity imprints show that said celebrities are interested in sharing voices other than their own which seems commendable), but if there is an undeniable truth in the article it is this:

The most depressing aspect of this whole celebrity imprint business: not what it says about publishing, but what it says about ourselves. In their own crass, slick ways, these imprints are indicative of the cult of personality that grips our culture, the facile worship of figures who somehow escape the critical examination we reserve for other aspects of our lives.

That said, I would want to read the “long-lost novel by Woody Guthrie, House of Earth, with an introduction by the historian Douglas Brinkley” whether it was published by Johnny Depp or not. And if these celebrities can get more people reading, then like Oprah Winfrey, I say more power to them. And from a marketing standpoint, I find it far more annoying (as Sally and I have been discussing for years) how publishers present books by women authors, which is why I love Coverflip: Maureen Johnson Calls For An End To Gendered Book Covers With An Amazing Challenge so much.

➻ And we’ll leave you with this…

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Jack Covert Selects – The Art of Thinking Clearly

Filed under: Jack Covert Selects — dylan @ 9:24 am
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The Art of Thinking Clearly by Rolf Dobelli, Harper, 384 pages, $25.99, Hardcover, May 2013, ISBN 9780062219688

Have you ever toiled over a project so much that even when it showed no signs of succeeding, you couldn’t let go? If so, you were a victim of effort justification. Have you ever asked a group of current customers what they thought of your product, then felt good that most liked it while only a few had complaints? If so, you might have insured those positive results with unconscious self-selection bias. Author Rolf Dobelli blames both instances of muddled thinking on our irrationality. His international bestselling The Art of Thinking Clearly presents behavioral economics, psychology, neuroscience research, and concise and relatable anecdotes to explain where we go wrong in our thought processes and how to think our way out of trouble.

According to Dobelli, we generally complicate our lives with doing, believing, and thinking in ways that seem to offer some kind of solution to our current wants and needs, but, over time, become a quicksand of contradictions. When we brush these contradictions to the side, we become increasingly irrational. He explains:

When we encounter contrasts, we react like birds to a gunshot. We jump up and get moving. Our weak spot: We don’t notice small, gradual changes. A magician can make your watch vanish because, when he presses on one part of your body, you don’t notice the lighter touch on your wrist as he relieves you of your Rolex. Similarly, we fail to notice how our money disappears. It constantly loses its value, but we do not notice because inflation happens over time. If it were imposed on us in the form of a brutal tax (and basically that’s what it is), we would be outraged.

No one wants to lose money, but we do. No one would do something “so stupid,” but we do. No one would think they jump to conclusions, but we do. The solution is working toward a clearer understanding of how our brains work, and the truth within a given situation. Dobelli’s book is a fascinating guide.

The short chapters (2-3 pages) are like brain puzzles that can actually change you. The stories will shock you as you recognize the foolish decisions you’ve made, but the stories will also inspire you to chuckle about the human condition. The big takeaway is that we all get too hung up about doing the right thing, making smart decisions, and becoming successful; reading The Art of Thinking Clearly will help you realize that a big part of every challenge is how complicated we ourselves make things. Dobelli guides us to simplify:

Forget trying to amass all the data. Do your best to get by with the bare facts. It will help you make better decisions. Superfluous knowledge is worthless, whether you know it or not. The historian Daniel J. Boorstin put it right: “The greatest obstacle to discovery is not ignorance—it is the illusion of knowledge.” And next time you are confronted by a rival, consider killing him—not with kindness but with reams of data and analysis.

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Jack Covert Selects – Breaking Out

Filed under: Jack Covert Selects — dylan @ 9:20 am
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Breaking Out: How to Build Influence in a World of Competing Ideas by John Butman, Harvard Business Review Press, 272 pages, $27.00, Hardcover, May 2013, ISBN 9781422172803

The first thing John Butman, an idea developer, does in his new book Breaking Out is introduce us to the concept of the “idea entrepreneur.” These innovators are not so different from the Edisons of the world; they just happen to tinker with ideas instead of inventions, and have a deep conviction that those ideas deserve and must gain attention. The first step in doing so is to create fascination. “To break out … the idea entrepreneur must find the fascination, connect it with a fundamental human issue, find ways to express it, and be willing to reveal it,” insists Butman. The value of an intriguing personal narrative cannot be over-estimated.

The best way to ensure long-lasting influence is to spread your message—“An idea is not really an idea until it is expressed,” asserts Butman—through multiple mediums. The drive to bring an idea public is three-fold, Butman says: a healthy ego, the fantasy of instant and wide-reaching instant success, and a desire to do good and help others. But, only one of those drivers is a sustainable influence:

The idea entrepreneurs who remain on the stage the longest usually keep their ego in check, get over the fantasy (or never fall pretty to it), and come to the realization that the desire to do good for others will bring them the greatest influence in the long run.

Butman’s examples of these entrenched folks include Zig Ziglar and Cesar Millan.

My favorite section of the book is titled “Respiration.” It dispels that myth that the idea that spreads does so because of the popularity of the static idea. Instead, a valuable idea doesn’t stop evolving after the creator gives it life, but grows as it goes.

By respiration, I mean that the idea starts to breathe and take on a life of its own. A simple way to think about respiration: it’s when other people start creating their own expressions about your expressions. They talk about the idea. They write about it. They incorporate it or make reference to it in their own books, speeches, blogs, articles, and videos.

Respiration is the sum total of expressions about the idea.

Reaching a wide audience and establishing a solid platform to support future iterations is the idea entrepreneur’s responsibility, and Butman sees it as a worthy goal.

Today, the impulse to start movements, make a difference, and create change in the world may have become a far stronger and relevant interpretation of the American dream than the one that has held sway for so long.

Thus, he spends the last third of the book discussing what he calls “The Thinking Journey,” which reflects on the value of passing and planting ideas.

Breaking Out is populated by a surprising crowd of creatives—from Ralph Waldo Emerson to Eckhart Tolle, Ben Franklin to Blake Mycoskie (TOMS shoes), Mohandas Gandhi to Barack Obama–that reflects Butman’s belief that idea entrepreneurs “seek to influence the thinking of others, not repress it or dismiss it. They want change, not power.” There is no doubt that you will learn from Butman, and these inimitable “idea entrepreneurs,” no matter what your message and medium.

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Jack Covert Selects – The End of Big

Filed under: Jack Covert Selects — dylan @ 9:11 am
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The End of Big: How The Internet Makes David the New Goliath by Nicco Mele, St. Martin’s Press, 310 pages, $25.99, Hardcover, April 2013, ISBN 9781250021854

Nicco Mele opens his debut book with the following instruction: “Look around you.” It’s an especially poignant opener because the central topic of the following chapters—the internet—is perhaps the culprit behind our collective inability to do so.

The End of Big is broad in scope, as Mele delves into the internet’s role in dismantling big, traditional institutions. He begins with the big news entities, discussing the rise of distributed power via channels like Twitter and Facebook, and the simultaneous demise of large-scale traditional journalism. Mele depicts a two-fold effort against big news. The first part is the agility of the internet. Here he uses how the killing of Osama Bin Laden was broken to the public in contrast with events like the September 11th attacks, Watergate, and the assassination of JFK. The second part is money. The proliferation of media channels—the continued elongation of “the long tail” in the realm of news—has brought big news’ accounts receivable to its knees. Their readers are leaving, and advertisers know it so they’re leaving too.

The End of Big continues to give case after case of how the internet has opened the door for small enterprises to undermine once-invincible institutions. American democracy, centralized government, big entertainment, war, education, and corporations all come under Mele’s critical view. While his scope is praiseworthy, Mele’s ambivalence toward each “End of Big” is what makes the book so engrossing. For example, Barack Obama’s ability to quickly mobilize support online is a demonstration of the power of the internet, a method that did not exist 20 years prior, but it’s equally a demonstration of how any voice could gain such power.

Mele’s pros-versus-cons narrative of the internet’s role in fashioning the future of different major industries is a welcome tonic to the usual “it’s all champagne and roses” or “hell-in-a-hand-basket” perspectives. He describes himself as a tech nerd, and clearly the internet is a subject likely to appeal to a certain group, but Nicco Mele’s message is for everyone. Industries are changing, and looming large are important decisions regarding how we—individually and collectively—will greet, assist, or challenge these changes.

The book’s final chapter, titled “Big Opportunities?” offers up many possibilities. Mele discusses six ways we can turn the potential negative effects of the diffusion of power and influence into positive ones. The message is clear: the internet has empowered all of us, but we are only truly empowered if we accept the responsibilities thrust upon us. Rather than simply allow the future to happen, we must also shape it. Everything we do in life and in business will contribute to the ongoing construction of our hyper-connected future.

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May 8, 2013

Crafting the Customer Experience for People Not Like You

Filed under: Blog — Jon @ 1:36 pm
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It’s easy to share something you love with someone else, particularly when you know that person likes the same things you do. It’s exciting to be the one to introduce them to something you know they’ll flip over. But what if you gushed enthusiastically about something to someone and their response was, “Why would anyone want that?”

Kelly McDonald’s new book, Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don’t Understand looks at the above scenario from a customer service standpoint. To her, most customer service today is a “one size fits all” approach, satisfying some and turning away others. Those others are whom McDonald wants to help us serve better. Likely, they are not like us, with different ages, genders, ethnicities, and possibly even different moods than what we’re in on a given day. Here is one example she cites:

Someone who lives in a major metropolitan area is different from someone who lives in a small, rural community. Imagine the customer service implications of each scenario. The city dweller may appreciate speed and efficiency above all else. Super busy and rushed all the time, the city dweller has to spend valuable time fighting traffic just to get where he or she wants to go and has to fight crowds everywhere. If you were a merchant catering to this customer, perhaps the greatest customer service experience you could provide would be one that saves time and reduces hassles.

But the rural customer may have none of those same issues. He or she may enjoy, above all else, the friendly, personal interaction received from someone considered to be a neighbor.

In essence everyone is different, so why would we treat that complexity with an approach designed for only ourselves? Clearly, we shouldn’t, and McDonald addresses this in terms of communication, technology, empathy, and more, each geared toward helping us understand how to make customers comfortable, interested, and willing to buy. The book is full of information that can help us understand people and their buying habits better, and it also keeps us focused on providing excellent service overall. Here are a sampling of McDonald’s tips:

1. Make the right hires. Look for people who share your passion for great customer service and hire them. You can always teach them your business, but you can’t teach someone how to empathize and put the customer first.

2. Train them on the importance of catering to diverse customer segments. Actively engage them in conversations and role-playing with different scenarios.

3. Be attuned to nuances. Mannerisms, expressions, and attitude can be clues to what customers really need from you, whether they voice it or not.

4. Be gracious. No matter what. Don’t ever laugh at customers, embarrass them, or humiliate them. Be kind and solution-oriented, and you will win their loyalty.

 

 

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LeaveSmarter: Marshall Goldsmith

Filed under: Bestsellers,Leadership,Personal Development,Thought Leaders — Michael @ 7:00 am
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Last week, Marshall Goldsmith was in town for our private LeaveSmarter event, sponsored by BMO Harris and Whyte Hirschboek Dudek. Marshall delivered a moving hour-long talk on effecting positive change through proven methods. As Dr. Goldsmith puts it, the key to improvement is not simply knowing what to do. The key is simply doing what we already know we should do.

Check out Dr. Goldsmith’s book, What Got You Here Won’t Get You There for more insights into improving your success rate in work and in life. Visit him online for even more.

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