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April 12, 2012

Rippling

Filed under: Blog — Jon @ 1:23 pm
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My last few posts have dealt with books that look around the world for case studies and examples, and this post shares that perspective. Beverly Schwartz’s new book, Rippling: How Social Entrepreneurs Spread Innovation Throughout the World reveals how a wide variety of countries, the U.S. included, have seen ideas turn into action which then spread change throughout the nation.

Consider the Center for Inspired Teaching in the U.S., which puts the educational focus on the student, where they find ways to solutions on their own, and by doing so, own the process and are more inspired to keep learning. The teacher is merely there to guide them, not to tell the students everything and then expect them to remember every detail.

Or the DMT Mobile Toilets in Nigeria, where mobile toilets are placed in areas of need, where private toilets per household do not exist. This effort has cut down substantially on environmental waste, and the communities where they exist are involved in building, maintaining and encouraging use of the facilities – which historically was a taboo topic.

These examples of shifting the perspective of a group of people, who then drive that change in others, are not only inspiring stories in themselves, but also great metaphors for how teams within business can create projects with the “rippling” effect of change built into them, creating a more powerful and successful venture.

Each example is insightful, as the writer is VP of marketing at Ashoka, the world’s largest association of leading social entrepreneurs. Whether you want new ideas on how to create and launch change efforts, or to simply read real current examples of some highly interesting, and likely unknown, stories of positive efforts throughout the world, this is an engaging read.

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April 10, 2012

Reverse Innovation

Filed under: Blog — Jon @ 8:19 am
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Following up my recent post on Jugaad Innovation, which detailed Western companies that looked at non-Western innovation as inspiration, today I’m reading Vijay Govindarajan and Chris Trimble’s Reverse Innovation: Create Far From Home, Win Everywhere. What’s interesting about this book, is the authors are calling companies to actually innovate from within non-rich countries, and then tweak that innovation to adapt to richer nations.

If this sounds over-ambitious, consider Gatorade, and example from the book, whose fundamental recipe began in Bangladesh to treat victims of cholera. When British medical journals reported on the success of the treatment, this information reached the University of Florida, with the idea being, “If such a treatment worked well for cholera patients, it would surely work for healthy football players.”

Jeffrey Immelt, CEO of GE, is quoted in the book, supporting the concept of Reverse Innovation:

“If we don’t come up with innovations in poor countries and take them global, new competitors from the developing world…will. That’s a bracing prospect. GE has long had tremendous respect for traditional rivals like Siemens, Philips, and Rolls-Royce. But we know how to compete with them.
They will never destroy GE. The emerging giants, on the other hand, very well could.”

Statements like this are not only a concern for GE people, but for the rest of us as well. The economic impact of outside companies destroying our own giants is something we all need to pay attention to. And this book helps put the situation into a clear perspective while offering a way to change.

Here’s a final interesting statement from the authors themselves, that sums up why the concept needs to be taken seriously:

“One person with ten dollars to spend has a completely different set of wants and needs than ten people with one dollar to spend. That’s why it’s unrealistic to expect rich world products and services to have much of an impact in poor countries. Doing more business in high-growth hot spots – aka poor nations – requires much more than ramping up sales, distribution, and production. It requires innovation. Reverse innovation.”

This is a fascinating book for anyone interested in how concepts of innovation need to change in order to succeed, and an even more important book for those who can actually take part on the level the authors advise.

 

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April 5, 2012

Jugaad Innovation

Filed under: Blog — Jon @ 3:56 pm
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Innovation continues to be a concern for Western business, as manufacturing struggles and local movements continue to push toward supporting regional companies and products. The issue lies in how either of those efforts can gain more leverage by innovating processes and products.

Navi Radjou, Jaideep Parabhu and Simone Ahuja encourage companies to discover new innovation practices by looking East, in their book Jugaad Innovation: Think Frugal, Be Flexible, Generate Breakthrough Growth. The book is filled with case studies about companies like 3M, Apple, Facebook, GE, Google, IBM, and PepsiCo who looked to countries like India, China, and even Africa to learn new, bottom-up approaches to business and innovation.

The six underlying principles of the book are:

- Seek opportunity in adversity
- Do more with less
- Think and act flexibly
- Keep it simple
- Include the margin
- Follow your heart

Although it all sounds rather easy, the book will show how these principles in action transformed the organizations, which is not such an easy thing to accomplish. And through the case studies presented, such as an Indian villager that developed a refrigerator made entirely of clay, it becomes clear that costs and materials can be re-examined in many cases. In essence, this is an interesting book for leaders that want to think differently about how they approach business, and not spend unnecessary money and energy to do so.

 

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April 2, 2012

The Art of Marketing: Chicago

Filed under: Blog,Uncategorized — Jon @ 12:45 pm
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Attention locals!

The folks at The Art Of are putting on a big event in Chicago that you won’t want to miss. Six of the most highly influential social media and marketing speakers today–Seth Godin, Gary Vaynerchuk, Mitch Joel, Randi Zuckerberg, Keith Ferrazzi, and Avinash Kaushik–, are on deck for this year’s The Art of Marketing conference at The Chicago Theater on Tuesday, April 24th.
Here are the details:

When?

Tuesday, April 24, 2012
8:45AM – 4:45PM

Where?

The Chicago Theatre
175 N State St
Chicago, IL 60601
(312) 795-0034
www.thechicagotheatre.com

Exciting, right? Well, 800-CEO-READ has two ways to make it even more exciting…

FREE TICKETS Thanks to all who participated in the ticket giveaway!

We’ve got a pair of tickets to give away for the event. Leave a comment on this post telling us What You Think the Most Challenging Aspect of Marketing is Today. We’ll pick our favorite two this Wednesday (April 4) and hook you up with tickets.

SPECIAL DISCOUNT

If you don’t win the free tickets, we’ve still got something for you: Discounts!

Tickets are normally $399 for the event. But if you use promo code “800CR” when you check out, here’s the discount you’ll receive:

1-2 tickets: $349

3 or more tickets: $299

Click here to register, and don’t forget to use the code above to get the discount on your tickets!

To learn more about the event, visit The Art of Marketing.

 

 

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March 29, 2012

The Welcomer Edge

Filed under: Blog,Customer Service — Jon @ 2:04 pm
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When we have a bad experience with a company, we get upset, we’re apt to tell someone else about it, and we never return to that business. Most of the time, though, we interact with people, give them our money, get something in return, and move on our way without really thinking about it. But once in awhile, we have a great experience, a genuinely positive interaction, one that we not only want to tell others about, but one that we we’re attracted to have again and again. The people that create those experiences offer a high level of interest in us as people, and a passionate desire to help us with what we need.

Richard Shapiro calls these people ‘Welcomers,’ and his new book The Welcomer Edge: Unlocking the Secrets to Repeat Business explains how to create a company of Welcomers that bring customers back because of that welcoming and positive experience.

I’m a big advocate of pointing out good customer service stories when they happen. Sure, it’s the employee’s job to provide good service, but as I mentioned above, how often does something truly remarkable happen? When it does, it makes a big difference in our lives – from how we view a brand, to how we talk about business, even down to how we feel that day. It’s more important than we might think at first, and Richard’s book is a great reminder of the times when the actions of one person within an organization can affect nearly our entire perception of that company in a positive way.

Following my reading of the book, I sent Richard a few questions which he’s answered below. Business owners and managers take note. This is hugely valuable, yet such simple information you can put to use now.

How do people in service positions become robots?

Richard Shapiro: Unfortunately, many managers and owners of businesses act and think like robots themselves. They train their associates on the stock, how to use the checkout equipment and what the company’s return policies might be. But rarely do they educate their associates that the most important part of their job is to build relationships with customers. There were some Welcomers that I interviewed as part of my research who said it is sometimes difficult to act welcoming if they work in an environment where even their managers don’t seem to care if customers ever return again. Companies also need to have policies in place that allow frontline associates to be empowered to make customers happy, which sometimes requires “bending” some of the rules. Lastly, if management does not acknowledge and demonstrate appreciation to their associates, it doesn’t reinforce the positive behavior that is required to connect with customers on each and every encounter.

If a business (i.e. a restaurant) is extremely busy, how can employees still be Welcomers and connect with their customers?

Richard Shapiro: One of the best ways to connect with customers is to give them a big smile whether you know them or not. A smile can make the customer feel more comfortable and it takes zero time. Another suggestion is to provide the customer with your name, even if it is on your badge. For example, “Hi, my name is John, isn’t this weather unbelievable today?” Lastly, people love to hear their name. For the majority of all retail transactions, customers use either a debit or credit card with their name printed on it.  At the conclusion of the meal, a Welcomer should say, “Mr. Jones, I really enjoyed waiting on you today. I work here during the week and would love to take care of you again.”  The goal is to always leave the customer with a good feeling. Even saying an additional good-bye as the customers are walking towards the door can make them feel good. You can smile or say hello or good-bye to more than one person at a time.  It takes less than 15 seconds to make a connection with a customer and the ROI will be amazing.

Can pay create Welcomers?

Richard Shapiro: Natural Welcomers don’t need an incentive to always make customers feel welcomed, important and appreciated. They enjoy meeting new people and building relationships, however, they need to be rewarded and recognized. Welcomers appreciate being appreciated and part of that appreciation is compensating them for the amazing job they are doing at building and creating long-term customer relationships. For those associates that act and think robotically, developing an incentive program that will focus on them not only handling the transaction, but explaining the benefits of connecting with customers and conveying a feeling that you want to see the customers again, can definitely change behaviors if management conducts themselves in the same manner.

What recommendations do you have for consumers who NEED what an UnWelcomer company has, and there are no other resources?

Richard Shapiro: When a customer comes across a frontline associate who is not very welcoming, I would suggest that the customer try to connect with the associate by asking him or her how their day is going. Tell the associate you could use their help, because most people like to help. The customer might also say, “If you were the customer, how do you think you would want the issue resolved?”  It is just as beneficial for the customer to try to build a relationship with a frontline associate as it is for the frontline associate to connect with the customer. It’s a two-way street.

A key part of the book is that companies lose a lot of profit without Welcomers. What are some tips on finding and hiring Welcomers to get on track?

Richard Shapiro: Every Welcomer I interviewed had a history of helping people. They worked in soup kitchens, volunteered at community and charitable events, coached or babysat kids because they enjoyed doing it. Their families helped build the local firehouse, were teachers or social workers or just enjoyed helping others. Learning how applicants have helped others throughout their lifetime, even if they are in their teens or early twenties, will assist your company in finding Welcomers. Customer service is all about helping people obtain what they are looking for, so it makes good sense that those associates that like to help and have a history of helping will make the best representatives. If you only find one Welcomer as you start the process, make sure that you place that person in the position where everyone will benefit; i.e. hostess station, scheduling appointments, coat-check, receptionist, etc.

Want more? Grab a box of these books for your team, and give your organization the Welcomer Edge.

 

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March 15, 2012

The Innovative Team

Filed under: Blog,Innovation,Leadership — Jon @ 3:43 pm
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To some degree, we’re all creative, and can all become better at what we do and how we do it. But think about a time you were in a group of people where you maybe felt like withdrawing and not speaking up because you felt intimidated that you might say the wrong thing. In fact, what you might have said, right or wrong, may have lead the discussion into a different direction; a direction that lead to an innovative result.

Often, it’s the people we’re with that can drive how we contribute to innovation. Perhaps there’s another situation you can recall, where everyone seemed quiet, and you were compelled to speak up and try to instigate input. Again, how we interact with others not only effects what we contribute, but how it causes others to provide input that helps move things forward.

This is the issue portrayed in Chris Grivas and Gerard Puccio’s recent book: The Innovative Team: Unleashing Creative Potential for Breakthrough Results. Written in a parable style, the book tells the story of a business team trying to deliver a project for a client. Through their journey, they break through their dysfunction by understanding the dynamics present within their team, outline a new and effective set of tools for enhanced performance, and deliver the project successfully, while also enabling themselves to work better in all capacities of their respective roles.

The Innovative Team is a personable and insightful read to help management, team leaders, or anyone interested in working better within groups of people to develop our own innovation skills, and assist in developing those skills in the teams we work in.

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March 13, 2012

The Art of Engagement

Filed under: Blog,Leadership — Jon @ 10:32 am
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Another highlight from the recent B2B Summit in Miami was meeting Jim Haudan, who’s company Root Learning helps align companies on strategy by bridging the gaps between doers, managers, and leaders. Jim was the keynote at the event, and highlighted some great examples from his book about how to create engagement between people for successful results.

His book is called The Art of Engagement: Bridging the Gap Between People and Possibilities. The book starts by telling some great stories about situations that changed based on the level of engagement. When people understand each other, and when they understand the big picture, things can move forward smoothly under a shared momentum. When people don’t understand these things, and when they only see situations from their own perspective, things don’t move forward smoothly, and in effect hinder the movement of others involved. As the book explains, reality is a canyon between the engaged and non-engaged.

What happens next in the book is very interesting. A series of well-executed drawings are featured, detailing a variety of realist, yet conceptual, situations that define various challenges, systems, workflow, etc. Jim and his company (and the book) use these visualizations to create shared understanding. The idea is that by looking at visual representations together, people form understanding collectively. This clarity is absorbed as a group, as the picture reveals that everyone involved is a part of something bigger. This speaks not only to the issue at hand, but also taps into the fundamental human drive for being part of a tribe.

From there, people become the focus, not the problems or situations, and by understanding together, and working together, new heights in a company’s culture and progress are reached. This, of course, gives leaders a better understanding of their people, and helps them further develop strategies that keep people engaged.

Word is that Jim has another book in the works, but don’t miss this one as the groundwork to his interesting (and effective) ideas.

 

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March 9, 2012

10 Truths About Leadership

Filed under: Blog,Leadership — Jon @ 4:18 pm
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This past week, I attended an excellent conference put on by the Geehan Group. I met many fascinating people and was inspired by the discussions that came out of panels and presentations. One of the people I met was Pete Luongo, whom I sat next to at dinner one night. Even after a long day, Pete was an intense character of positive energy. Almost immediately he began talking about the importance of leaders to focus on people, elaborating on the effect of that behavior not only to others, but to the leaders themselves. He described his breakthrough moment, and that he’s been a different person ever since. I asked him if he’d ever written a book.

If he hadn’t, I would have told him to do so immediately, but in fact, he has quite an excellent book under his belt: 10 Truths About Leadership: It’s Not Just About Winning. Pete speaks from the heart, but his words resonate with anyone that’s been in the challenging position of managing or running a business. Many mistakes can be made, but if we focus on the truths we know to be, we can make better decisions; decisions that satisfy the current situation, and create long-term success.

Here’s a few discussed in the book: Past Performance Predicts Future Behavior, Greatness is Achieved by Those Who Have Established the Habits of Discipline and Risk Taking, and If We Have No Trust, We Have No Relationship. Each of these truths are explored through Pete’s experience as CEO of The Berry Company, and through his understanding of how human relationships work. By cutting through the rules of how business owners generally hire, develop employees, sell, and grow their business, Pete discovered, and shares in this book, how people are at the heart of it all, and with the right people following the right vision, success is imminent.

 

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March 1, 2012

The Elephant in the Room

Filed under: Blog — Jon @ 3:15 pm
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For some, relationships are easy to talk about. For others, that discussion is avoided, either out of fear, ego, or the perception that it’s just not a topic to verbalize. So, even talking about them can be complicated, and being active within them, even more so.

There are many historical examples of leaders who had great relationships, and because of that, experienced great success. Quite often, success is dependent on the quality of the relationships a leader possesses. And, of course, the opposite is also true. When relationships are bad, leaders struggle.

This is the focus of Diana McLain Smith’s recent book The Elephant in the Room: How Relationships Make or Break the Success of Leaders and Organizations. The book begins:

“Relationships? Get over it!” a leader once told me, looking askance. “We’re not married. We just have to work together.” Yes, and that’s exactly the point, I replied. You do have to work together, and if you don’t get your relationships right, a lot can go wrong – both for you and your organization.”

From there, various examples of positive and negative relationships among well-known leaders are discussed, identifying along the way how we readers can learn from both scenarios to help develop our own relationships. In fact, this book is less “business stories” than it is an educational guide, helping readers understand the complexity of relationships and following with extensive direction on how to strengthen and transform them.

Relationships can be affected in the moment through a surprising turn of events. They can also change over time based on patterns and assumptions. Our understanding of this, and our ability to positively manage relationships for both short and long-term can be integral to our success, and is the aim of Smith’s work with this book.

 

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February 28, 2012

To Forgive Design

Filed under: Blog,Design — Jon @ 2:16 pm
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As consumers, we love products that look nice and are easy to use. As humans, we enjoy created environments that enhance our quality of life while offering an interesting visualization to the natural world. But sometimes, our phones don’t work properly, or our cars break down. Other times, bridges collapse, and oil spills destroy oceans and wildlife. In these instances, we are often quick to blame the design.

In his new book, To Forgive Design: Understanding Failure, Henry Petroski makes the case that there is much more involved in these situations than simply poor design, from the human systems the design exists within, to other natural elements and complex behaviors that can be difficult or impossible for engineers and designers to predict, no matter how much research has been done in advance. Because of this, Petroski begins at the starting point:

“Failure to imagine the possibility of failure is the most profound mistake engineers can make.”

Failure is a major theme of the book, and is discussed as a way to become less fearful of it, and more intelligent about how to handle it when it occurs.

“Managed failure” is something often built into systems and products to be faulty in a way that compensates some other portion of the product or its usage. But it’s the unmanaged or unplanned failures that cause the most disruption. These, Petroski infers, need to be better understood – both as insight for how we react to things, and as a guide for how we design within our own work – whether we’re engineers, or not.

There are nearly countless case studies within the book that show how well-designed and engineered situations have failed, and how in each case, it was not simply design (though that was where the flaw was revealed) that caused the failure. Per the title, the book calls us to forgive design for its failures when they occur, and look more at how the nearly infinite variables that surround design can have a huge effect on how well that design maintains over time. This is a highly fascinating read for anyone interested in why things are designed the way they are, especially when they go wrong.

 

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