The United Nations Ambitious Goals and You

Comment turned blog post

This blog post started as a simple comment on a video interview of UN Secretary-General Ban Ki-moon.  But, I as I reflected on my own heritage and the comments being posted, my simple comment evolved to this blog post.

Shaping my own perspective

My own view of the subjects in the video are shaped in part by being of mixed race, specifically Native American Indian, Estonian, and Swedish ancestry. My view is also shaped by my volunteer board work I do with Oikocredit International, an organization that has effectively lifted people out of poverty for nearly 40 years. You probably haven’t heard of them, which is why I’m on the board of Oikocredit Northwest, a support association for Oikocredit International. Operating in over 80 countries and with nearly 1 billion U.S. dollars of cumulative capital invested, Oikocredit has made a conscious decision to do good in the world, by giving people a hand up, not a hand out. Oikocredit is a leader in measuring the impact of its investments through the use of the Grameen Foundation’s Progress out of Poverty Index and also the internally developed Environmental, Social, Governance scorecards (ESG). Our tagline is Investing in People.

A brief history of exploitation in the United States

At one point in the formative years of the United States, some people thought that genocide of the American Indian was a good idea, or at minimum a necessary evil. Fast forward and the new exploit became the African American slaves that many considered to be a business necessity to keep their agricultural and industrial machines going. Today, in the U.S. we struggle with wealth imbalance, minimum living wage, poverty, and a gutted middle class. These issues have created polarizing times as they spark more conversations with people of all walks, political orientations, and even ages.

Dig a little deeper in your middle class pockets

We are living in a time rife with collisions in thought. On the one hand, an overly ambitious and unrealistic government has unbridled enthusiasm to fight costly wars and promote the agenda of mega corporations that fund their election campaigns. On the other hand, these same elected representatives cut funding that would benefit wounded warriors upon their return home. It turns out we continue to pay for wars even after they are fought. Who knew? [said with extreme judgement and sarcasm] But, wars and veterans are only one chapter in a bigger story.

These elected representatives, policy makers and decisions made by the SCOTUS often fail humanity while at the same time they give large corporations nearly free reign over the environment, job crushing mergers and acquisitions that harm people and communities, and tax loopholes that further crush communities and diminish the stability and the security of the nation. The income impoverished middle class (already suffering from economic shocks due to job losses, banking scandals, a mortgage crisis, retirement crisis, student loan crisis, the next crisis) is left holding an increasingly empty bag. There simply isn’t enough tax revenue today or in the future that the middle class will provide to make up for tax dodging, cash-hoarding mega corporations that continue to run largely unchecked.

The video is about humanity not politics

The message in this United Nations Goals and Humanity video isn’t about politics; it is about humanity. We need to separate the reality of the political climate and complexity from what we ought to be doing to preserve and improve a sustainable life for peoples of all nations. I believe and have faith in all reasonable people that they would agree that YES, people in all countries should be able to wake up each morning having access to water, energy, education, freedom from undue imprisonment, preventable diseases, forced labor, rape, attack, and other atrocities. Even better they would have the ability to make meaning whether that is a job, motherhood, serving the community, or volunteering.

The men and women behind the curtain

But, until the world’s only “superpower” decides that it has a real moral and human leadership agenda, we will continue to slide a little more toward a dystopian unsustainable state ruled by GargantuaCorp. As I talk about in Chapter 6 of my book, the GDP and the DOW have little to do with human progress and happiness, but our media and politicians make believe that Main Street progress somehow tracks the progress of Wall Street. The growing pool of people that get their news from alternative sources of media including the Daily Show with Jon Stewart and The Colbert Report I think would by now have put politicians and traditional media on notice. Perhaps they are not listening or they are simply waiting for things to change back to a less transparent and less connected era?

You may not own your values

Our conversations reflect our values. Ask yourself what are those things that you are talking about and what does that say about your values? Are you concerned with what is going on in the United States, the political climate, your own livelihood, that of your neighbors, or those across the border or the ocean?

Everybody that watches this video needs to ask themselves, “Do I own my own values or did I inherit or subscribe to the ideology of an agenda that belongs to some special interest, privileged few, parent, church, corporation, politician, pundit, influential, etc?”

A shared agenda that puts people first

It is time that people of the planet share a common humanity and promote a sustainable people-first agenda not a special agenda that puts something else first. We need a little less focus on all things military-industrial complex or political and religious intolerance and much more human centered thinking about things that matter to people on a peaceful sustainable planet. We are overdue for politicians, policy makers, and corporate leaders to begin learning about people, empathy, acceptance, design thinking, and intentionally designing the world we’d all like to live in. Cheers to your next and better conversation. If you’d like to talk further please reach out. For self-help on designing a better world from wherever you sit, read The Experience Design Blueprint. To escape today’s realities and simply dream of a future that has yet to unfold, read L’ impossi preneurs: A Hopeful Journey Through Tomorrow.

 

about the author

Gregory Olson’s latest book is L’ impossi preneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans. Greg also authored The Experience Design Blueprint, a book about designing better experiences and then making them come true.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson founded strategy and design firm Delightability, LLC. with the belief that if you delight customers then success will follow. He believes that we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help.  Gregory also serves as a volunteer board member for Oikocredit Northwest, a support association for social and impact investor, Oikocredit International.

5 Actions for Business Leaders to Help the Company AND the Economy

This Pesky World of Work Has Changed

The world of work has changed and it’s not coming back as we once knew it. Whether you are the chief people officer at the top, leading a department, or forging the way forward as an individual contributor, you’ve by now realized the new normal is not like the last normal.

Forces Beyond Your Control

Some forces acting on your organization are out of your control: industry consolidation, globalization, public policies of all sorts, advances in technology, a flight to values, demand for increased transparency, distrust of government and banks and cable monopolies, shifting workforce demographics, etc.

But, this doesn’t mean you are powerless, ineffective, and should sit on the sidelines. Of course, you could choose to do nothing. But, that usually isn’t a very good option for getting a desirable outcome. Your proverbial ship will eventually hit the reef ahead if you don’t veer port or starboard. You must take action. The annals of company histories are chock full of such victims that witnessed innovation from the sidelines. The marketplace is an unforgiving lover; your’e hot when your’e hot, and forgotten when you’re not. Size or tenure do not insulate you from marketplace realities.

Some Sobering Facts:

  • companies are running leaner than ever
  • employees feel insecure and overworked
  • work is increasingly specialized
  • leaders are forced to do more with less
  • employee engagement has declined and loyalty has evaporated in both directions

Pay No Attention to the Man Behind the Curtain

Don’t look to the media, politicians, and economist for answers. You won’t find relevant prescriptions there. What you will find is self serving rhetoric bordering on sensationalism and focused on getting somebody elected or re-elected. They each have an agenda that is unlike yours and certainly not like your customers, employees, vendors, partners, or communities you occupy. The correct prescription is to do what is right for the business and all of its stakeholders. So, what the hell is a business leader to do?

Here are 5 Actions Business Leaders Can Initiate Now

If you are a leader by committing to these 5 actions, you will help your company and the economy at the same time. If you are not the business leader you don’t have to sit on the sidelines while your organization unravels. Consider today the “elbow nudge the leader at work day.” For additional clarity on any of the following 5 actions see the slideshare.net presentation below or my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healther Organizations. Pay particular attention to Chapter 14: The World of Work Has Changed.

  1. Create an innovation neighborhood. Stock it, in part, with outside entrepreneurs. Add fractional talent that you cannot attract for a job, but would still like to work with your organization. Shake things up by adding “entrepreneur seasoning.”
  2. Recognize and abolish your internal innovation hurdle (IIH). It’s really ok that your next business opportunity may only be a $ 20 million business as opposed to a $ 1 billion business. Small is the new big – get used to it and get good at it or you’ll be a Berlin Wall remnant.
  3. Treat people with dignity and respect . Add people to give current employees more capacity. Stop fear mongering tactics, period. Reduce executive pay before shedding employees upon bad news. The raving fans you build start inside your own organization. You are at a disadvantage if you don’t start there.
  4. Adapt your non-discriminatory policy to include the unemployed and especially the long term unemployed and veterans. Reprimand or fire those that break the policy. Go for diversity in everything. If everybody inside your organization looks and acts the same – your organization’s unwinding has already begun.
  5. Be more collaborative by sponsoring, using the talent within, and becoming a resident of co-working spaces.

Need help with any of these or want to discuss? Please get in touch.

Does it Matter Where Ideas Come From? Sourcing Innovation at McDonald’s, Starbucks, and Your Organization

When I first began to write this article I thought I’d start with a little history and facts to compare McDonald’s and Starbucks. I even thought that it would be nice if I created an infographic that showed the comparison. But, I’m not going to do that. If you hop over to Nasdaq or your favorite stock peering site you’ll find that both stocks are doing well. At the bottom of this article I’ve included links to fun facts about each of the companies.

Both companies have provided great returns to shareholders over the last 10 years. Both of these companies have a large and growing worldwide presence, a huge number of employees and partners. No, I’m not talking about those things because they are not a predictor of future performance. Heck, even each of the companies will remind you of that in their safe harbor statements.  And remember, there are plenty of darling stocks that perform, at least until they don’t.

Remaining culturally relevant and connected to consumers share of mind and wallet
No, I’m going a different direction. I want to talk about things that aren’t so closely tied to stock performance or revered in annual reports and press releases. I want to begin a discussion of how each of these companies source innovative ideas and ask readers if you think that this topic has any bearing on a company’s ability to be sustainable, viable, cultural relevant, and able to gain a share of your mind and wallet.

starbucks infographics on mystarbucksidea
MyStarbucksIdea has launched 277 ideas from customers, and celebrated its five-year anniversary March 2013. (Graphic: Business Wire)

Starbucks practices on sourcing innovative ideas
Starbucks encourages idea submission from anybody, inside or outside the organization and even encourages you to vote, share, discuss, and see other peoples ideas as they are made visible on the My Starbucks Idea website. Experience it for yourself at
http://www.mystarbucksidea.com

One of the reasons for the My Starbucks Idea website is that CEO Howard Schultz wanted to improve the customer experience. He felt that the 60 million customers visiting its stores on a weekly basis might have something to say about what the future Starbucks experience should look like. In that sense Starbucks customers are encouraged to co-create the future. In the first five years of the My Starbucks Idea website, from 2008-2013, 150,000 ideas have been submitted from customers with 277 of those being implemented.

Connect with Delightability on LinkedIn

McDonald’s official policy on unsolicited ideas
McDonald’s, on the other hand, doesn’t have an equivalent My McDonald’s idea website. If fact, they make it very clear in an FAQ that resides on their website exactly what their policy is concerning ideas, “It is our company’s policy not to consider unsolicited ideas from outside the McDonald’s system. Because we are always working on new ideas and strategies within the Company, we do not review ideas from outside McDonald’s to avoid confusion over the origin of an idea. We realize that we may be missing out on a few good ideas, but we had to adopt this policy for legal and business reasons.” When companies cite policy they appear less human as in the sign I saw at a McDonald’s in the Seattle area.

Did you know that McDonald’s delivers to its customers in 18 countries? But, if you want delivery in your country don’t bother asking or trying to vote on it. Remember, your ideas are unwelcome and irrelevant. I find that a little offensive. I also find it a little off-putting that the McDonald’s system, as they put it, does not include the customer. Any organization’s business system, or promise delivery system as I call it, should have the customer at the core.  Imagine the burden this places on Hamburger University and Franchise owners. They must innovate and own all of the good ideas in isolation, a tall order for them compared to the 60 million customers that visit a McDonald’s each day that may actually have some insights to share and ideas how to improve the McDonald’s experience. For my mental model on a promise delivery system, check out Chapter 8: Promise Delivery System of my book.

If we are voting on which company and brand will be more culturally relevant across populations and feel more human and alive, I’ll vote for the Starbucks brand. If, on the other hand, we are voting on which brand will attract me for the late night drive through or clean restrooms available during a road trip, I’ll tip my hat to McDonald’s. But, I’m only one customer. I’d like to understand how each of their practices around ideas makes you feel as a consumer? Which brand speaks more to you? 

Try This!  What about in your own organization – does it matter where an idea comes from? Could it come from customers? Does it matter at what level of the organization the idea comes from – Senior Vice President versus the most recent hire in accounts payable? What about a supplier? Do you know the answer and if you do, would others in your organization see it the same as you do? Start this discussion inside your organization.

My book is the Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations.  Read it and you’ll be better equipped to design more remarkable customer experiences and then make those experiences come to life in your organization and the business landscape. You’ll also build a more relevant and enduring organization.

Here are those fun facts on Starbucks and McDonalds.

About the Author

image of Greg Olson Managing Director of Delightability and author of Experience Design BLUEPRINT

Gregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations.

Connect with Greg on Linkedin, Facebook, or Twitter.

Connect with Delightability on LinkedInConnect with Delightability on FacebookConnect with Delightability on Twitter

Exercises and mental models in the book will build your confidence and competence in envisioning better possibilities and then making them come true, whether you are working alone or alongside a team. Chapters in the book that especially pertain to this post include:

  • Chapter 1: What Makes and Experience?
  • Chapter 5: The Rental Car Experience?
  • Chapter 6: Aiming for Remarkable, Unbroken, and Generous Design
  • Chapter 7: Improving the Journey
  • Chapter 8: The Promise Delivery System
  • Chapter 9: The Neighborhood
  • Chapter 14: The World of Work Has Changed
  • Chapter 14: From Argh to Aha!

See a book summary. Read the book reviews on Amazon. Read The Experience Design Blueprint on Kindle or any device using the free Kindle Reader application or read the full color print edition.  Already read it? Please connect and let me know.

Are you an Entrepreneur or one of the other 12 types of -preneurs?

Entrepreneurship isn’t for everyone but, are you aware of the other types of ‘preneurs?  Perhaps you fall into one of the other types, or you will at some point in your life.

Entrepreneur  this is the traditional risk taker that sees the path they are forging as less risky than working for somebody else doing something that isn’t interesting, isn’t rewarding, or may conflict with their values.  They often see what’s next and can’t imagine not pursuing it.

Solopreneur – an entrepreneur acting in isolation without the support of others in the same organization.

Multipreneur – an entrepreneur that is pursuing multiple interests simultaneously either because they have to, in order to make ends meet, or because it is part of a portfolio strategy to see which plays out the best.  Or, they may simply have the capacity to do more than one venture.

Intrapreneur an employee acting as an internal entrepreneur inside the organization that has many of the risk elements of a classic entrepreneur but, is insulated from the brutal reality of having to manufacturer their own paycheck.

Wannapreneur this person wants to start something but doesn’t know what. They are more constructive that the complainapreneur below but may lack ideas or a clear path forward.

Ideapreneur – this is the person who is stricken with ideas, suddenly and often but they don’t take action. They don’t have to jump on “this” idea because another possible better idea is right around the corner.

Olderpreneur – this is an older experienced person, the age can vary of course,  but this person has decided to take their wealth of experience, network, skills, and package it up into a credible “what’s next” story told with the authority and credibility that may be lacking in a younger entrepreneur. Often they are motivated by pursuing an interest, addressing a nagging problem, leaving a legacy, or designing a venture around a lifestyle.

Complainapreneur individuals that are stuck in the grind and don’t have the courage or clarity to escape. Instead they bemoan their situation, wishing things would change, and eventually they usually do.

Dreamapreneur those individuals that dream of pursuing a new passion but really never will commit to action. It is simply more fun and much more safe to fantasize about it while enjoying the security of a paycheck, limited working hours, and the familiar.

Adventurepreneur – this person works only to play; these folks might literally have a sign on their door or online profile, “Gone Fishing” or “Kayaking” or “Climbing.”

Loyalpreneur these are those dedicated employees dutifully carrying out the orders of those they work for in exchange for a paycheck.

Philanthropreneur – a generous, thoughtful person that supports other people’s projects, initiatives, and ventures often times without concern for any payback.

Luckypreneur somebody who has a job that allows them to make a big impact, make a good living, and also make a difference in the world.

Have another type of  ‘preneur to add to the list? Connect and let me know.

Whether you are on your own or in the walls of a larger organization surrounded by colleagues, you’ll need to be mindful of the customer and continuously improve your organization. A sure path to do this is to read and follow the 56 recipes in my book: The Experience Design Blueprint: Recipes for Happier Customers and Healthier Organizations.

about the author

Gregory Olson is the author of The Experience Design Blueprint, a book about designing better experiences and then making them come true. His latest book is L’ impossi preneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans.

image of Greg Olson Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson founded strategy and design firm Delightability, LLC. with the belief that if you delight customers then success will follow. He believes that we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help.  Gregory also serves as a volunteer board member for Oikocredit Northwest, a support association for social investor and financial institution, Oikocredit International.

10 Quotes to Help You Overcome Your Crummy Situation

Deserters and Dead Men Walking
At some point we all find ourselves in a crummy, untenable situation. That can happen at work whether we are the leader, or the follower. The blame game in high tension environments is omnidirectional and if the oxygen is thin (as measured in cash flow), all kinds of seedy characters suddenly appear on the scene. We can get caught up in having the wrong conversations about things that probably don’t matter, especially not to customers, or a greater set of stakeholders. Many give up and move on before they can turn it around. Others stay put, like dead men walking. This happens in the tiniest of companies as well as the behemoths. So, how do you free your mind if you can’t free yourself?

The Time Machine
I want to share with you an inspiring character that if I had a time machine, I’d visit. Better yet, I’d bring him here and get his take on a few things. That character is Ben Franklin. One of the reasons I admire Ben is that he overcame who he was, to become what he could be. If you didn’t know, Ben Franklin was an indentured servant. The 10th child of a family of little means, his father once considered giving him to the church. Instead, Ben’s eldest brother took him on as an apprentice which was really more of a master – slave relationship complete with periodic beatings. Ben, of all people, could have marched on, beaten down by a system larger than him, but thankfully he didn’t. Ben went on to live 84 years and contributed to humanity in many ways including as a prominent author, printer, politician, postmaster, satirist, inventor, musician, and diplomat. He invented bifocals, electricity, and the United States Postal Service among many other things we rely on today. He created the first library in the colonies and Poor Richard’s Almanac. I still pick up a copy of the Farmer’s Almanac most years and I have library books due right now. Thanks for both of those possibilities, Ben!

Getting Free
Ben was a multifaceted success and certainly fought adversity, whether Britain and the Stamp Act, or his own people in the colonies as he promoted what’s next. He was an outspoken critic of drinking beer on the job, a recipe for declined productivity, he argued. I imagine that idea was not popular. Maybe you are a modern day Ben Franklin.  Or, perhaps you harbor a Ben stuck in your organization or even your family. If so, maybe you should set them free to do their best work. I don’t know what quotes Ben Franklin might find inspiring especially while he was in servitude. But, the 10 quotes below, I imagine would have further fueled the fire in Ben’s belly.  Perhaps these quotes can help you find your new freedom, so that you can do your best work, too.

“We can’t become what we need to be by remaining what we are.”
― Oprah Winfrey

“Lightning makes no sound until it strikes.”
― Martin Luther King Jr.

“We can’t help everyone, but everyone can help someone.”
― Ronald Reagan

“We can’t solve problems by using the same kind of thinking we used when we created them.”
― Albert Einstein

“Imagination works so quickly, quietly, and effectively that we are insufficiently skeptical of its products.”
― Daniel Gilbert, Author, Stumbling on Happiness

“Entrepreneurs are simply those who understand that there is little difference between obstacle and opportunity and are able to turn both to their advantage.”
― Niccolo Machiavelli, Italian diplomat, political philosopher, musician, poet, playwright (1469-1527)

“We must not say every mistake is a foolish one.”
― Cicero Roman author, orator, & politician (106 BC – 43 BC)

“As the births of living creatures are at first ill shapen, so are all innovations, which are the births of time.”
― Francis Bacon, English philosopher, statesman, spy, Freemason and essayist (1561 – 1626)

“Make no little plans; they have no magic to stir men’s blood — and probably will themselves not be realized. Make big plans; aim high in hope and work, remembering that a noble, logical diagram once recorded will not die.”
― Daniel Hudson Burnham, American architect and urban planner (1846 – 1912)

“People go from denial to despair so quickly that they don’t stop right in the middle and do something about it.”
― Al Gore, an Inconvenient Truth

about the author

Gregory Olson is the author of The Experience Design Blueprint, a book about designing better experiences and then making them come true. His latest book is L’ impossi preneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans.

image of Greg Olson Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson founded strategy and design firm Delightability, LLC. with the belief that if you delight customers then success will follow. He believes that we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help.  Gregory also serves as a volunteer board member for Oikocredit Northwest, a support association for social investor and financial institution, Oikocredit International.

Chefs Performing Brain Surgery and Rain Dances Creating Crops a Plenty

Image of Hydrofoil for Mental Model Blog Post - Delightability, LLC.Imagine for a moment that your mental model for creating rain was dance. Or imagine that a boat is propelled through the water by the collective thoughts of the passengers. Sounds a little ridiculous right? Not having an accurate mental model to explain how things work or how to make decisions and orient yourself to the world can be very counterproductive. Yet many leaders, and the organizations that give them permission to lead, have mental models that simply don’t work. People are dancing, but the rain never comes and the boat seems to be heading in a direction that few, if any, benefit from. Worse yet, some leaders may not even have a mental model at all. Instead, they hang on to patterns and biases they’ve developed or inherited that appeared to work for a time, at least until they don’t.

When you get stuck, you lack a mental model of how to proceed, similar to a 1st grader trying to tackle an algebra problem or a chef trying to perform brain surgery.

As individuals we eventually face challenges that call us to act but the situation hasn’t provided us with any mental models of how to proceed. We face this in our personal lives as well as our professional lives. Though many situations we face in our personal lives might be predictable – as many have experienced them before – they are nonetheless new to us at the moment e.g. love, death, marriage, divorce, childbirth, job loss, 50th wedding anniversary, accidents, graduation, etc.

Mental models are all around us. We use maps to find places, we have mental models of what grocery stores look like so we can navigate aisles and make purchases.  We also have mental models around how to wear glasses and cut a piece of wood using a handsaw. We get visual cues from those that we observe doing those same things. But, do you know how your organization actually works. Specifically how does it make and keep promises to its customers and other stakeholders? What is your mental model for that?

Here is a fun assignment: Gather a small group of people from your organization.  Have each of them draw on a single sheet of paper how the organization makes and keeps promises to its various stakeholders. Then share it and discuss the differences.  Alternative assignment if the first one is too threatening. Ask a child to explain how a phone works or to plan the next family vacation and see what unfolds.

For a tour of mental models and recipes for creating Happier Customers and Healthier Organizations check out my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations.

 

Edsel. Enron. Blockbuster. Borders…. Is Your Corner Bookstore Next to be Gone and Do You Care?

A glimpse of books on a bookshelfToday 10,700 people employed by Borders will begin losing their jobs as the company plans to shutter it remaining 399 stores and liquidate the entire business.  Once considered a staple, the big chain bookstore might be the flour for a recipe that no longer gets baked.

For more info read the article from the online edition of the Wall Street Journal.

A glimpse of books on a bookshelf Starbucks took something dreadfully boring and turned it into a mega brand with a decent experience available to 100’s of millions in prime locations. They do more than sell coffee.  They are a hub of meetings and social gathering of all types. They serve food & drink and music and wireless Internet access, but it is the people that participate in the brand that make it come alive. You meet a friend or colleague at a Starbucks to collaborate, innovate, celebrate, vent, pontificate or whatever-ate.   The brand lives through people that share experiences.

Books are arguably at least as appealing to humanity as a cup of coffee.  Are Bookstores that go bust missing the social element?  Are they missing something else?

If you have a favorite bookstore, please comment and share why it works for you.

Also,  if you could re-invent the bookstore of the future, what would you envision yourself and others doing there?  And, would you still call it a bookstore?

Thank you in advance for sharing.
Greg Olson

Delight-O-Meter: An Innovation in Measuring Customer Delight

Delight O Meter reveal from DelightabilitySo how do you know if you are delighting customers? Is there something more effective than the revenue yardstick or monitoring what people say on social networking? Customer satisfaction surveys don’t seem to work; people say they are satisfied and then leave anyway.

It turns out that most organizations don’t know if they are delighting customers. For those that do, they still lack a systematic framework to manage delight. Customer delight is not customer satisfaction plus Continue reading “Delight-O-Meter: An Innovation in Measuring Customer Delight”

Road Signs & Signals Along the Customer Journey

Bridge out sign is much like a bad customer experience - photo copyright delightabilityHow are you doing with customers? How do you know? Which touchpoints matter the most in the customer journey, to your organization and to your customers? Are they the same? Do you even know what the customer journey looks like? Have you mapped the customer experience across all touchpoints? What does the conversation in your organization look like surrounding this?

It turns out that much of what I’m describing is invisible. For most, Key Performance Indicators related to the customer’s experience largely reflect, how many people were exposed, how many bought, and how many returned or got help. But, those are only base indicators. In a world with a new customer high bar you need to go beyond base indicators. You need to understand what is important from your customers perspective, when, and where. You need to understand this at each touchpoint. “Yeah yeah, customer service has that,” you say. But they really don’t until you dig for it. And when it isn’t easy to dig for it, you don’t. Likewise for your prospective customer. They don’t want to dig either.

“don’t be fooled into thinking that is good enough”

Prospective customers are motivated to do something when they arrive on your digital or analog doorstep Continue reading “Road Signs & Signals Along the Customer Journey”

Using the F Word at Work and How not to get Jujitsued

Blockbuster going out of business signage next to new company redbox DVD rentalsThink about the culture of your organization.  Are you allowed to fail, is it encouraged, learned from, or it is something to be avoided at all costs.  Recognize that as organizations mature they become less tolerant of risky, unproven, new ventures that have uncertain potential.

In public companies, beholden to the perceived needs of investors, this is troublesome.  While these skittish companies and the leaders that drive them focus on short term needs of investors, more fearless upstarts are redefining industries and taking away customer mind share.

This explains in part why the traditional car rental companies did not recognize Continue reading “Using the F Word at Work and How not to get Jujitsued”