Creating, Aligning, and Inspiring a Winning Organization - Inside and Out

The Experience Changes Everything

Great experiences keep customers coming back. They influence employees to personally engage in their jobs. They help drive great organizational cultures that build strong, deep-rooted brands.

But can experiences actually change individual behaviors?

That’s the premise behind The Fun Theory — an initiative stared a few years back by Volkswagen. The group wanted to test whether fun experiences can actually change peoples’ behavior for the better. They believed fun was easier and more effective than enforcement in encouraging people to do things they might otherwise not choose to do.

They were right. And they can prove it.

Here’s my favorite example:

If you cannot see the video, click here.

By taking a dreary gray staircase and turning it into a memorable experience, they influenced 66% more people to take the stairs rather than choose the easier escalator nearby. (See more of those experiences here).

As humans, we’re built to seek and enjoy experiences. We’ll choose an interesting experience in an instant if we can avoid the drudgery of having to do something we don’t want to do.

Take a look around your place. What behaviors would you like to change? What are you tired of nagging or complaining about? What are you going to do about it?

You can choose to keep cracking the whip, or you can redesign the experience and get people to choose to change on their own.

Have some fun with it. And let us know what you come up with, no matter how small…we’d love to showcase some examples.

 

It’s The Experience, Stupid!

Get out a Sharpie, write that headline on a white sheet of paper in big, bold letters and tape it somewhere you’ll see it a hundred times a day.

Every time you lose a customer or key employee, get a complaint, get beat by a competitor or worry about lackluster growth, look at it again and ask yourself what changes you need to make to the experience you provide.

During Bill Clinton’s first presidential campaign, chief strategist James Carville posted a similar sign in their “war room” to keep staff focused on what was important: It’s The Economy, Stupid!

They knew that no matter what bimbo eruptions or shady real estate dealings surfaced, an unwavering dedication to what really mattered to voters — a bright future — would beat their status-quo competition hands-down.

They were right.

That’s the mentality you need to thrive in the next decade. Service, quality and price don’t cut it on their own anymore. It’s the experience that matters. It’s the experience that keeps customers and employees engaged in a sustainable relationship.

The experience beats product, service or expensive marketing every time. Invest in it every chance you get. The dividends are exponential.

 

The Right Stuff

They may be a thing of the past, but handwritten letters, corded telephones and pop-in meetings sure can be appealing memories. Communicating was simpler then — and in hindsight, sometimes a lot more effective. But those days are long gone.

We’ve come up with a lot of communications tools & technologies aimed at making it easier since then. But the fact is, engaging with the right people, the right way, at the right time has become a lot more difficult since the days of the Dictaphone.

Good communications is hard work. But it’s the linchpin of moving your business forward at all levels — inside and out. You can have the best products, outstanding service and unbeatable prices, but if your competitor’s better at getting their message across, they’ll beat you every time.

So what’s the “right stuff” it takes to effectively engage coworkers, customers, prospects and influencers?

According to The Communications Executive Council, good modern communicators need 16 key skills (see the full post here):

Quite a list. And it’s tough to be good at all of them. Thus the role of professional communicators in larger organizations. But even among the pros, it’s tough to keep up. According to the CEC, the weakest skills among communicators tend to be:

• Global perspective/awareness

• Communications measurement

• Business acumen

Some good lessons for those seeking to connect better with their teams & customers. And some good reasons why execs should form real-time, collaborative partnerships with their communications staffs to join communications excellence with business acumen to move their organizations further, faster.

 

Leader, Brand Thyself First

The best brands and the best leaders are inseparable from each other in a certain way. They leverage their strengths and hold each other to a higher level of expectation and performance. Leaders embody their brands; brands reflect their leaders. Yet, the best also aren’t one and the same.

Some easy examples are Steve Jobs & Apple, Howard Schultz & Starbucks, or Sir Richard Branson and his far-flung Virgin empire.

They grew their brands because they breathed life into them. They had a passion, made it part of the culture and operation. They did the hard work of standing for something and building the company around that vision. They imparted their values and their high expectations — and they built sustainable brands that will last and thrive long after they’re gone.

They also were careful to ensure that their brands weren’t solely built in their image and their personality. Great leaders of great brands have their own personal brand, and they don’t let it supercede the greater good. That would damage the life of the brand they worked so hard to build; brands built solely on personality don’t survive once the leader’s gone.

I saw the interconnectedness first-hand last week while sitting in with some colleagues at a marketing firm owners’ group meeting in Mission Viejo, California. (Side note: completely enjoyed the sunny 65 degree day with the windows open and thankful I wasn’t experiencing the 20-below windchill back home in Wisconsin that day!).

We had 10 firms all in various stages of that leader/brand symbiosis. Looking at the people in the room, though, I was struck at how their brands are defined through them. Some hadn’t yet completely defined themselves as individuals or their companies, and that was apparent. One puts finance first and is left grasping at straws for a sense of purpose. Another went a bit too far embracing the purpose while not getting paid the full value for their work. Others and their company brands were completely inseparable and they were working to widen the gap so that they could eventually sell the company…a smart move.

But those with the clearest sense of purpose knew what they wanted and expected of themselves and their company brands. They had a clear separation of the two, yet had done a good job developing a symbiotic relationship in which the leader’s personal brand and vision gave life to the company brand. And the company brand, in turn, expected a good, strong and disciplined leader to protect it and nurture it.

None of that happens, though, unless the leader spends some time establishing their own sense of purpose and their own “personal brand.”

A few years ago, a business associate of mine introduced me to something he called the Life Map. It’s a good tool for establishing purpose, which then can be used to build your personal brand. You can download a copy of it here.

Basically, it’s three columns. Begin on the right side, and lay out how you’d like to be remembered at the end of your life in each category (family & friends, business, financial and personal). It’s kinda like writing your own obituary…but remember to write descriptions of yourself, not “things” you’ve done or will do. Then, in the middle column, write down your “bucket list” —things you’d like to do in your life that will drive toward the right-side column. Then, in the far left, write down things you WILL DO this year (you can us items from the bucket list).

Then, carry it with you in a notebook or on your iPad. Look at it every day. Those around you will have a clearer sense of what you stand for, without you even telling them. And for yourself, it will keep your passion alive AND give you a sense of accomplishment.

Then, you’ll be ready and strong enough to continue to build your own personal brand while giving life to a sustainable brand culture for your company that will last long after you.

That’s what legacies are made of.

 

Knowing Your Customers

Who’s your biggest pain in the rear — you know, the one maverick whose insights into customer wants and needs that, while right, constantly throws a wrench in the plans and slows you down?

Promote that person. Quick. They can help you connect with your customers better and quicker. They key is giving them permission to buck the system and bringing them into the process up front.

In our industry, that person is called an “account planner” — the voice of our clients’ ultimate customer. It’s fairly common on the “agency” side, but I haven’t seen too many similar positions on the mid-size corporate side.

Why put a “planner” in place in your company? To save you from yourself. And to save yourself time and money.

Often, I see companies trying to push a message about how great their products or services are. And spending a lot of money to do it without being sure all that noise is going to get the customer to take action. They end up talking to themselves without truly understanding what their customers really think and feel.

How about your own situation…do you know where you stand in your customers’ minds versus your competition? Do you know what influences their decision to buy? Do your salespeople or customer service people tell you? How sure are they…and are you sure they’re right?

People are complex. We use an intricate web of thoughts, facts and feelings inside our heads every time we make a decision. Unless you have someone constantly digging to see what’s going on and getting your team to adjust course, you’ll increase the chances for a disconnect.

In our world, it’s the planner’s job to remind our team — and our clients — about what their customers want to hear and how they want the message delivered. The planner doesn’t care what so much what our client wants to say, but rather on what’s going to be effective with the audience.

The planner also stays on top of research, marketing communication trends and industry happenings, offering a unique point of view and insights that generate additional opportunities to engage with customers.

Do you have someone like that within your walls? Spend some time with them and really listen. Ask what they know. Ask what worries them about what they don’t know, and what they’d like to know. About what resources they need to be sure. You’ll likely find out that their questions and insights will put you on a better track for connecting with your customers from the start.

Rant: Tell Them How to Succeed!

Had lunch today with a 20-something friend of mine who’s been trying to get his boss to review him for several months now, but with no success. He finally got a meeting scheduled for this afternoon, but at the last minute, got put off again for some insignificant reason.

I can’t believe it.

OK, I guess I can. Sadly, it’s all too common. That’s been the case in almost every company I’ve worked for or consulted with over the past 25 years. And I’ve been guilty of putting off reviews myself before. I was either too busy, didn’t think it was important, wasn’t focused enough, or was simply too fearful to have the tough conversations about what was needed to succeed in our organization.

That’s the worst thing we can do as leaders. What kind of message does that send? That we don’t care? That they’re not valued? That we don’t know what the hell we’re doing ourselves?

Our people aren’t idiots. No matter what their job title or duties, everyone wants to know how to succeed and either thrive, or at the very least, how to meet an acceptable standard for their performance.

Occasionally, you’ll get the person who doesn’t care. In that case, they should be out the door immediately before the achievers wonder why they’re trying at all.

And for the achievers who want to know how they can bring value, there’s nothing more demotivating than a boss who won’t tell them what’s expected and how they can succeed and bring value.

As leaders, we all want to achieve our goals. That’s not going to happen with a demotivated or unfocused staff. Even if it’s hard news, tell them how they can meet or exceed your expectations. They can deal with it. They’re even more likely to try harder when they know how high the bar is set.

It’s in your best interest, too. You can’t do it alone. And you won’t succeed without a motivated staff willing to do their very best for you and a common goal.

 

Broken Windows

We all know you only get one chance to make a good first impression. Most of us are careful to pay attention to that in our interpersonal interactions. But what about the “first impression” people have every time they walk into your building? That one act sets the stage for all the interactions to come. Get it wrong, and you’re off to a bad start.

There’s a restaurant I’ve been going to for years — one of those hidden gems with good food, a homey feel and a welcoming staff. Walk in more than once and you’re family. I took a friend there for the first time recently after he’d lost count of the number of times I told him how much he’d like it.

I don’t think he’s going back.

Maybe it’s because I’m a regular, but I’d come to gloss over some of the things he noticed that were at odds with the experience I had promised. We parked in back on a windy day…someone had uncharacteristically left the dumpster top open & trash was blowing into the parking lot (which was also in need of repaving). What I had previously seen as a neat old building was to my friend one in obvious need of some repair. Cigarette butts welcomed us on the ground outside the door. Even so, it was busy.  But that meant it took longer than usual to get a table. Seeing me, the waitress assumed we didn’t need a menu since I’d memorized it long ago. And they were training new staff…who got my friend’s order wrong and spilled water on the table.

Needless to say, I felt bad. But viewing it through my friend’s eyes made me see the place differently, too. I went back later and talked to the owner, whom I know well. He had been so wrapped up in the daily operation that he no longer stepped back often enough to see what kind of overall experience he was offering. He’s now in the process of changing a few things.

It’s the little things that make all the difference in delivering the experience people expect from us and our organizations.

In his 2002 book Leadership, Rudy Giuliani describes how he began revitalizing New York City, in part, by subscribing to the Broken Windows Theory. A Wikipedia reference describes the theory this way:

Consider a building with a few broken windows. If the windows are not repaired, the tendency is for vandals to break a few more windows. Eventually, they may even break into the building, and if it’s unoccupied, perhaps become squatters or light fires inside. Or consider a sidewalk. Some litter accumulates. Soon, more litter accumulates. Eventually, people even start leaving bags of trash from take-out restaurants there or breaking into cars.

A successful strategy for prevention is to fix the problems when they are small. Repair the broken windows within a short time, say, a day or a week, and the tendency is that vandals are much less likely to break more windows or do further damage. Clean up the sidewalk every day, and the tendency is for litter not to accumulate (or for the rate of littering to be much less). Problems do not escalate and thus respectable residents do not flee a neighborhood.

The same holds true for sustaining a great experience. It’s not just what you deliver that matters; it’s the whole package, including a lot of little interactions. Go to work tomorrow and try to view the place through a new customer’s eyes. Pay attention to what your parking lot looks like, what your signage says about you, and the first things you notice at your entrance. If you walked in not knowing anything about your company, what would you expect upon first glance? How does your receptionist greet people? Are your reading materials in the lobby up to date? How long do they have to wait? What kind of comforts & refreshments are available?

That’s just the beginning — we’ll delve into specifics another time. But try applying the Broken Windows Theory to that first impression and take care of the little things that set the stage for the rest of the relationship. I’ll bet they start to make an impact far beyond the lobby.

Rant: Better People? Prove it.

There’s a grocery chain in my neck of the woods that proclaims to have a team of “better people.” Same assertion from a car dealer, a large accounting firm, a property management group, and a major insurance company, among others. Judging from the seeming cluster of superheroes in this part of the country, the rest of the nation doesn’t stand a chance of success. Wait, though — I’ve heard the same type of claim when I’ve traveled around the country. But how can they have better people if we have them all right here?

What a load of crap.

If you’re making a claim like that, first-off, I’m insulted. You’re saying you’re better human beings than the rest of us? I think not. The rest of us think we’re pretty damn good, too. You just sound arrogant or delusional.

Secondly, if  you’re going to stick to your guns on that point, you’d better be able to prove it. But I bet you can’t.

I’ll buy that you’ve done a great job hiring. That your process is better, or that you have an awesome training program, or you’ve got an unbeatable guarantee. Even that you have incredibly high standards. But what does that DO for ME? Do I believe that you have better people than the rest of us? Nope. But I do care that the people you have are treating me right and they’re delivering that consistent great experience you’ve promised me in all your ads. Fact is, I’ve been to all the companies I listed above, and I’ve met people at each of them I’d fire on the spot for the way they treated customers or coworkers. That’s not better in my book.

When I hear about companies that claim to have “better people,” I know that the truth is that they haven’t scratched below the surface to discover what truly differentiates them from the competition. They either aren’t different, or they don’t know, or at the very least can’t articulate it.

Maybe they ought to get their “better people” working on that one.

Unleash the Disruptors

“If I had asked people what they wanted, they’d have said ‘faster horses.’”      — Henry Ford

In the last couple posts, I talked about “creating creativity” — practical ways to help your staff think more proactively about problem solving in their daily duties. No doubt that type of thinking & environment helps your company stay competitive and fresh.

But what about the really BIG innovative leaps? I’m talking game changers like Steve Jobs, Henry Ford, Albert Einstein and Thomas Edison. They not only thought outside the box; they kicked it to the curb. They were disruptors. They had the courage to challenge convention on a massive scale. To fail and succeed — spectacularly on both counts — many times over.

Truth is, that type of innovation, while seemingly desired, makes most organizations and leaders downright shudder. Most companies are built around efficiency & process. They’re reactive to customer wants and are usually pretty good at serving them. Disruptors don’t thrive there, nor do those companies encourage employees disrupting their systems. In fact, most make it pretty damn difficult.

So if you want those big, game changing ideas, how do you engage the disruptors? Simple: Get out of their way.

Consider running your organization on two tracks:

  1. “Normal business.” Operationalizing ideas into the business & running it to serve current customer desires.
  2. Identifying & encouraging disruptors; giving them room to explore outside of current business operations.

Point #2 isn’t just an R&D facility; it’s a think tank outside the scope of “normal business” operations — with lots of freedom and resources — that lets your big thinkers anticipate customers’ future needs. It needs to be engaged right at the top of the company, so the leader can clear away obstacles and assign additional resources. Hitch yourself to their wagon and let them lead you into the future. Then — and only then — take those big ideas and go about the business of point #1. And let them start again on #2.

True disruptors don’t do well in committee or “brainstorming” sessions. They need the freedom to dream, innovate, and invent. To anticipate customer needs — things they don’t even know they want yet.

Renowned management consultant Dr. W. Edwards Deming put it best: ”Did customers ask for the electric light? No. They never asked for it, the producer produced it. No one asked for a car, nor a telephone. No one asked for a copy machine or a fax machine.

“Innovation does not come from the customers. Innovation comes from the producer, from people who are responsible for themselves and have only themselves to satisfy.”

The thinking illustrated by Jobs, Ford, Einstein and Edison is exactly what drives the marketplace we live in today. It’s not good enough any more to merely be “good enough.” If you really want to succeed, you have to figure out how to unleash and encourage disruption in your organization.

Want some inspiration from current examples? Check out 10 contemporary disruptors and their advice on the Fast Company blog.

 

 

Creating Creativity – Part 2

So, we know creativity is good for business. But it’s also important on a personal scale. What’s more, it’s fairly easy. All it needs is a little nurturing.

Everyone is essentially creative. It’s just something we lose gradually as we accommodate the stresses & pressures of our lives.

To stay creative, it requires us to stay fresh — to retain the kind of wonder in the world that allows you to see each new experience, each new product, each new relationship as unique. That mindset keeps you from coming to the conclusion that it’s just the “same old thing.”

I asked a particularly creative female friend of mine how she kept a constant new perspective. Her answer: “have a baby.” She was serious.

“When you have a child, you see the world through fresh eyes, and discover all the things you’ve forgotten,” she said. “Most of us, as we grow older, have solved so many problems that we get stuck in ruts and we can only see a single way to solve them. Children aren’t locked into those ruts.”

She’s right. Creativity has reached an art form in my family over the years. My wife, a first-grade teacher, regularly shares stories of how kids get her to think differently. And when our own kids were small, it wasn’t unusual for me to pull into the driveway to find things like our old red wagon transformed into a black Batmobile, a working cardboard castle in my living room, or a son dressed in makeshift wings who only answered to the name “Buzz Lightyear.” I was immediately expected to join in.

It may sound strange, but those types of experiences can have a real and positive impact on the creative spirit at work. By stepping outside the ordinary, we gain new insights into solutions for the problems we face.

For example, my job requires that I quickly learn a lot about new areas every day. I keep an edge on that ability through interactions with young people — I have to immediately learn the rules of the world they create in order to join in.

Purposely stepping outside the ordinary is key to creativity. For example if you’re a champion tennis player, it’s better for your mind and your longevity of problem solving if you take up not another physical sport, but something like chess or knitting. Or do something different on vacation. A brand new environment often offers a fresh look at old problems.

I like to visit toy stores. Try wandering around in them and figure out how you could use the toys in your business, or how you could apply them to a particular problem. It may just spark an idea.

One creative guru I knew some years ago encouraged people to define themselves as an animal — one that closely matched their personality traits. It gave individuals a fresh insight into who they were, but also gave supervisors and spouses ideas on how to treat the person and how to use them more effectively on the job.

While it may sound strange to do, managers can make good use of the animal exercise. Good managers know not to use a giraffe to do the job of an elephant. Even Einstein advocated the thought when he said, “Everyone is a genius. But if you judge a fish on its ability to climb a tree, it will live its whole life believing it is stupid.”

The bottom line is that all of these methods actually have a physical effect on the brain by strengthening connections between our brain cells.

You also have to be willing to take risks. Highly creative people make more mistakes than their less imaginative peers, but they also make more attempts. Workplace creativity is a fragile thing — it’s up to leaders to foster the environment by surrounding themselves with creative inspiration, asking questions versus making judgments, and controlling knee-jerk negativity to new ideas.

If you don’t create that environment, your staff will get so uptight about making mistakes that they’ll be afraid to do anything different. And different is the lifeblood to a great brand and a successful company.

Staying Sharp

Here are a few ways each of us can periodically keep our creative minds in shape:

• Solve puzzles like crossword and jigsaw. Play games.

• Write down as many uses as you can for paper clips in two minutes.

• Break old habits and patterns. Perform routine things in different ways.

• Take different routes to work and home. Pay attention to what you see along the way.

• If you are verbally oriented, try making pictures with crayons or paints.

• If you are visually oriented, take a math class, or do your own taxes.

• Fix something. The challenge is more important than a successful outcome.

• Dance. Learning new dance steps actually develops new connections in the brain.

• Travel. It gets you outside your element like nothing else. Some of my best ideas have come during or after trips.

• Associate with intelligent and interesting people. Try bridge, chess, or local clubs outside your field of specialty.

Have more ideas on how to boost creativity on the job? Or examples of a creative approach to your job or a problem? I’d love to hear about them.