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July 10, 2015

Our National Conversation Surrounding Employment is Chicken Feed

Yes, chicken feed, as in a meaningless pittance. The conversation about employment falls short of what is needed.

This blog post is actually inspired by a friend of mine. She is a smart, educated science teacher that in spite the cries for more women needed in STEM jobs she remains among those experiencing long-term unemployment. In response to a recent article about how states are confronting high long-term unemployment (original article here ) she shared this comment.

“My state has decided to sweep us all under the rug and pretend we do not exist. SO much easier that way!! You do not HAVE to deal with it then, as long as you can hide all of us in plain site.”

We live in an era of make-believe.

It is a bit reminiscent of another time in recent history when officials banned the word tornado. They didn’t want to cause panic. The result was tornadoes still happened and in the absence of warnings, more people and property were unnecessarily harmed, or worse. See related article here.

When we make things visible we can then actually decide to act differently. If we don’t believe in the viruses and bacteria that are invisible to the naked eye then the conversations about preventing infectious diseases are pretty short. We accept germ theory as reality today, but that was not always the case. Before 1880 physicians and scientists believed that diseases such as cholera, chlamydia or the Black Death were caused by bad air. This was referred to as Miasma theory and was in place since ancient times. Learn more here.

Today, we are still lingering in the aftereffects of a global economic meltdown. Some are working too much; others not enough. Save for the extremely wealthy, many have had their fortunes trimmed and debts amassed. The American [insert country here] Dream has been scaled down for many. This seems to be part of the new normal, at least for now.

The World of Work Has Changed.

There are many things that have contributed to a structurally changed world of work. We have witnessed the flight of capital to low cost regions, the shuttering of businesses old and new, the avoidance of taxes by large corporations, increased consolidation in many industries, the resulting financial hardship of municipalities, the creation of exponential organizations that employ a disproportionately small number of people compared to the large number of people they serve (see WhatsApp as a classic example – 55 employees, $19 billion purchase price, 100’s of millions of customers), a gig economy where workers’ rights have largely evaporated, an anti-labor movement by many politicians (some even repealing the weekend), the financial engineering that manipulates markets and even the books of entire economies as we recently learned about Goldman Sachs and Greece. What country or state will pop up next as problematic?

Add to this, an increasing world population and technology that continues to advance and the world might arguably need fewer workers today and in the future. There is too little discussion and proposed solutions in the crossover from the old economy that is still shedding jobs and the new economy that doesn’t create them fast enough. With the most recent announcement Microsoft will have now shed 1/5 of its workforce in recent years. What if our thinking and conversations about the economy and jobs are antiquated. When our ready made patterned solutions don’t seem to be working maybe it is time for change, time to invent new patterns. Making things visible and having a different conversation would be a great start.

Confronting reality is also needed. If we aren’t looking at real employment numbers for the unemployed, under-employed, and those that are super-employed working too many hours, then we really can’t have an meaningful adult conversation about what might be required to improve the plight for the residents of a nation.

Imagine if the U.S. census utilized the same land-line telephone survey methods that the BLS uses for arriving at unemployment numbers. It would be wholly inadequate and it would actually violate the constitution that requires an accurate census every 10 years. See how the census works. I would not be shocked if the many cogs in the BLS machine felt this inadequacy, but lack the courage to sound the alarm, for fear they too, will join the ranks of those they presume to measure.

If, as a nation, we can include all people in a census, file taxes electronically, manage social security and a host of other big government data challenges, then can’t we also design and implement a meaningful index to measure the prosperity of a nation’s inhabitants. Of course we can. This is a solvable problem; it isn’t the equivalent of “jumping to the moon under your own power.”

GDP and corporate profits can be up and to the right, while at the same time, those that helped it get that way may experience personal decline in terms of real wages, household wealth, and overall prosperity.

Aggregate GDP and UI numbers roll up from individual human inhabitants that reside within a nations borders. Local governments and state governments have a easier problem to solve – the borders are simply smaller. A sorely needed innovation in government is the roll-up of meaningful numbers from households, to neighborhoods, to cities, to states, to regions, to countries. This isn’t unique to the United States.

The Legatum Index is a move in the correct direction. The Legatum Institute’s signature annual publication is the Legatum Prosperity Index™, a unique global assessment of national prosperity based on both wealth and well being. This Index is the main vehicle through which the foundations of prosperity are explored. The Index ranks countries based on their performance in eight sub‐indices, including Entrepreneurship & Opportunity, Governance, Personal Freedom, Health, and Social Capital. While not working from the individual level, it does at least take into account a multitude of factors when looking at the comparative prosperity of populations. Learn more about their fine work here or watch the video.

With respect to jobs, the jobless recovery, and all things employment, we’ve returned to an era of noxious air. But, the bad air in play today isn’t from rotting organic matter as it was in Miasma theory.

Rather, it is from politicians and economic royalists that have much to protect by ignoring our current collective reality and instead protecting a system that primarily benefits them at all costs.

When we start measuring human prosperity we can then put in place policies that help increase that prosperity. It is a bit reminiscent of the Declaration of Independence and the “people first” reforms of the Roosevelt era.

In the current political climate I wouldn’t hold your breath for such change, but meanwhile you might want to cover your nose. If this article resonates with you, please share it with other on behalf of the many that remain silent and invisible.

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. As discussed in Chapter 14 of The Experience Design Blueprint, the world of work has changed. And, it is not coming back as we knew it. In this chapter, there is prescriptive guidance for:

large businesses
established small businesses
retirees and volunteers
underemployed
unemployed
Congress and other policy makers
and co-working spaces everywhere.

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. Chapters in L’ impossipreneurs that pertain to this article include Ch 5: Wealth and Economy and Ch 12: World of Work.

May 1, 2015

Entrepreneurship is like dessert

Entrepreneurship is a bit like dessert. There are many different kinds and the flavor varies, depending on who you ask. If I asked you, would you like dessert? You’ll likely respond with, “What are you serving for dessert?” And, if I offered you a fruit plate versus cake, your answer might be different.

Like dessert, you might find some versions of entrepreneurship more flavorful than others.

Before I share the various types of preneurs, let’s make sure we start with the same basic understanding. The classic definition of an entrepreneur is a person who starts a business and is willing to risk loss in order to make money.

A bit of history about the term entrepreneur.

The term entrepreneur is Old French, from entreprendre (ahn tra pron) and means to undertake (begin or initiate). Though people have been starting things since people have been around, the term entrepreneur wasn’t actually used until 1723.

From Wikipedia…. Credit for coining the term entrepreneur goes to Irish-French economist Richard Cantillon who defined it first in a book written in 1730, and is considered the first complete treatise on economics. In this book Cantillon conceives of the notion of the entrepreneur as a risk-bearer.

Like many words the meaning shifts to suit the time. Today the term entrepreneur implies qualities of leadership, initiative, and innovation in business. But that is again a bit like calling Tiramisu and fruit plate simply dessert. I think a big more description is needed.

So, let me tell you about the many flavors of entrepreneurs. You might recognize yourself in one of the types, whether in the past, present, or in your future.

Entrepreneur – This is the traditional risk taker that sees the path their forging as less risky than working for somebody else doing something that isn’t interesting, isn’t rewarding, or may conflict with their values.
Intrapreneur – The employee entrepreneur has many of the risk elements of an entrepreneur, but is insulated from the brutal reality of having to manufacture their own paycheck. I once had the luxury of starting a business within a mature business and didn’t have to worry about making money. That was a nice luxury compared to when I started a software company and had to worry about creating a paycheck for myself and my employees. Most people you’ve worked with in your past are probably not intrapreneurs. They are:
Loyalpreneurs – These are employees dedicated to carrying out the orders of those they work for in exchange for a paycheck. In essence, trading hours for dollars.
Solopreneur – This is an entrepreneur acting in isolation without the support of others in the same organization. Jay Sorenson, the inventor of the Java Jacket, is a good example. He started alone solving a nagging problem. He went through a coffee drive thru and spilled the coffee in his lap because the paper cup was too hot. The obvious solution was an insulated sleeve. What started in the back of a car and in the family home is now a thriving family business that is all consuming. Jay told me that he doesn’t have time to pursue additional ideas right now, but some do, and they are called:
Multipreneurs -These are entrepreneurs that pursue multiple interests at the same time. They may have to pursue multiple interests, 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. Multipreneurs are sometimes confused with:
Serial Entrepreneurs – The difference from the multipreneur is that serial entrepreneurs usually pursue one idea at a time, getting their idea mature enough to hand the day to day operations over to somebody else, before they move on to what’s next.

Recognize yourself as one of these type of entrepreneurs yet? Well, read on….

Wannapreneur – This person wants to start something but doesn’t yet know what. They might be lured by the glamour of high profile companies like Google, Amazon, Dell, or Facebook. But they may lack a solid idea. They may be laying in wait for that great idea.
A special type of preneur is the Socialpreneur. This is a socially conscious individual who creates a business to remedy a problem in society while still making a profit. An example of a socialpreneur might be the person that improves the lives of families by turning an abandoned parking lot into a community garden. Other good examples include founders of social investor and financial cooperative, Oikocredit International.
The Dreamapreneur – These people dream of pursuing a new passion, but never commit to action. It is simply more fun for these folks to fantasize. Perhaps they lack a clear path forward, the conviction to start, or don’t want to abandon the comfort of the easy chair. Dreamapreneurship is easy but not as rewarding as the real thing. Some people have a very valid reason to not get started. They may be:
Impossipreneurs -These are the folks that have imagined something far beyond current technology and practice. But, the world changes and these visions may become practical one day, like a phone in every pocket now is or the light bulb. The barriers might not be purely technical, they may be political or cultural. Water for everybody fits this category. An economic system that prevents poverty. Redistributing body fat on command is also in this category. Nikala Tesla, Marconi, Edison and others were impossipreneurs that persisted and eventually things changed and became possible. Hopefully, that happens with poverty, too.
Elderpreneur – These people have decided to take their wealth of experience, network, and skills, then package them up into a credible story told with authority and conviction that might be lacking in a younger entrepreneur. One such Elderpreneur is Harland David Sanders (Colonel Sanders) who in his earlier years was many of the other types of entrepreneurs as well. At one point he started a company that made acetylene lights, but that venture flamed out when Delco introduced an electric lamp that they sold on credit. The Colonel didn’t franchise his first Kentucky Fried Chicken restaurant until the age of 62. Colonel Sanders franchised his first restaurant and pursued that concept in earnest until 65 when the international expansion began to overwhelm him. He sold for $2M and then took a salaried position with the acquiring investment company and subsequently became the Kentucky Fried Chicken brand ambassador – the role most of us recognize him in. Learn more about Colonel Sanders on Wikipedia.
Another type of preneur you may have seen in the workplace is the Adventurepreneur – This is the person that works only to play. These folks might literally have a sign on their door, “Gone Fishing”. I once worked with a young woman that job hopped to support her climbing addiction.
Then there is the Addictipreneur – This person relentlessly pursues the next shiny new idea and then abandons it before the fledgling idea fully takes flight. So the business never matures before the addictipreneur moves on to their next venture. It is hard to support this type of entrepreneur.
But, some people only care about providing support. They are Philanthropreneurs – This is somebody that supports other people’s projects and ventures often times without concern for any payback. Some people that are philanthropreneurs use crowdfunding platforms like gofundme or Kickstarter. I have friend who is a single mother with a special needs child in a wheelchair. She needed a new (used van) with a wheelchair lift. Philanthropreneurs fully funded a campaign to buy her a new used van. And the best thing is she didn’t even create the campaign, her sister did, initially without her knowledge. Way to go Philanthropreneurs and caring sister!
And then there is the Luckypreneur – that is the fortunate person who has a job that allows them to make a big impact, make a good living, and make a difference in the world.

There you have it, dessert is served. You likely have been one or more of these types of entrepreneurs or perhaps you will be.

Whether you are tinkering in your garage or in you mind, perhaps this article will spark YOU to action. No matter what form of entrepreneurship you might take OR support, I do believe that pursuing a passion is a valuable journey unto itself.

You could manufacture your own luck
You might meet some very interesting people that enrich your life
You’ll definitely not be bored

And, you might make the world a little better for people. Just like Jay did with this little Java Jacket that has now sold over four billion units and makes the dessert in your cup a little safer to drink.

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. As discussed in Chapter 14 , the world of work has changed and it’s not coming back as we knew it.

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. Chapters in L’ impossi preneurs that relate to this article include Chapter 1: Flavors of Entrepreneurship, Chapter 5: Wealth & Economy and Ch 12: World of Work.

Gregory 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.

April 7, 2015

Use Icons Instead of String on Your Finger

Short Term Memory Under Assault

We all need it. We all need improved memories. Our short term memory is sometimes under assault by the pressure of the moment. 15 seconds passes, then 30 and kablooey; the thought you had drifts away into the clouds. Thankfully, in moments like this, pencils, pens, crayons, the whiteboard, paper, sticky notes, or random scraps of paper are there to save us, that is, if we use them.

If we don’t go old school and analogue in these moments of inspiration, we’re likely to find our thought evaporated or morphed into something less stellar by the time we open our digital bookkeeper program du jour. I’m a fan of all things digital but when I need to keep priorities top of mind through the day or I need a scratchpad to jot that new inspiration on I use the Daily Flight Plan.

The Daily Flight Plan

I place the Daily Flight Plan under my mousepad and glance at it throughout the day. If I leave for a meeting, I’m likely to take it and place it in my notebook. I can be laptop lid down, phone off, pay attention to others and still have a sightline into my daily priorities and what’s next.

The Daily Flight Plan is a free tool. Since I have a rolling 3 month calendar with week number on it, I update the Daily Flight Plan periodically. Print one out, use it, and see if your daily grind becomes a little more inspiring and a little less grind. You can read related blog posts on the Daily Flight Plan on the Big Idea Toolkit website.

About the Author

Gregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. The icons at the top of the Daily Flight Plan are models from the book, namely

the 3 legged stool reminds us to balance so that we can maintain a healthy person atop the stool;
the 3 funnels that reminds us that no matter who our audience is our organization must be mindful that that audience is moving across 3 unique funnels and that our actions must help them; and
touchpoints or where the organization interacts with the audience. At these intersections we have opportunities to surprise and delight but also avoid annoyance, reduce harm, improve memory, collect and inform, etc. For more on this read Chapter 7: Improving the Journey to learn how to create and apply filters, lenses, and levers to improve your customers (or members, investors, donors, citizens, etc.) experiences.

If your organization wants to improve its health and innovation culture while creating happier customers, then you owe it to yourself to read this book. Read the full color print edition or on any Kindle Reader App supported device using the free Kindle Reader application. Already read this book? Thank you, now learn more about Delightability or connect with Gregory on social media.

March 2, 2015

Mayor Holds Office Hours to Tune Into Small Business Owners

Being Connected is Not the Same as Being Plugged in

Being connected and plugged in are not the same thing. Think beyond technology and connectivity. Think of the Vulcan mind meld (RIP Leonard Nimoy) where you can effectively channel the thoughts of another. If you could do that with those you serve, you’d be plugged in to their needs. This always in touch state is one of the characteristics of having an effective promise delivery system, the invisible system by which we all make and keep promises. Every individual and organization has a promise delivery system; government is no exception.

Stakeholders are key

Promise delivery systems often break down from the start by failing to recognize one or more stakeholders. An easy example to pick on is most any publicly traded company. Plagued by short term thinking they often place shareholders first, ignoring other stakeholders like customers and employees that ultimately determine the health of the organization.

In the case of local government the stakeholders often ignored are those that are under-served or have little voice or representation. It is easy to think of the mentally ill, or veterans experiencing homelessness because those audiences, while highly visible, are not highly vocal. In urban America, my home town of Seattle included, our street corners showcase this human suffering and the broken promises delivered from our government’s failed public policies. Imagine if the fire department never showed up to your burning home. That is what it must feel like for the marginalized stakeholders in our communities.

Imagine if the fire department never showed up to your burning home. That is what it must feel like for the marginalized stakeholders in our communities.

image of coffee shop meeting - ch 14 world of work has changed in book the experience design blueprint There is another audience that is underrepresented, and is often similarly ignored, taken for granted, and largely invisible to government, namely small business. You hear it often, that small business is the backbone of the economy. Small business creates more jobs more quickly while large organizations may continue to shed jobs, bolstering profits and earnings along the way to their short term utopia. Small business owners are usually so busy working that they too join the ranks of the invisible and marginalized. This is especially true of small businesses that have no storefront, operate virtually, often invisible to the public, and out of mind of city government.

An Inspiring Leader Connects with Small Business Owners

So, I find it refreshing and impressive that Mayor Eric Garcetti of Los Angeles, California holds office hours with small business owners. Providing access to small businesses sends a message that small business is a key stakeholder to the health of the Los Angeles community and economy. Holding office hours with small business owners also helps the mayor stay in touch with the changing external environment that might be more readily detected from the perspectives of individual small business owners. These “eyes and ears” around the city serve as sensors in the ground helping to keep informed, the city’s promise delivery system. With this information the city can shape and shift strategy and be more mindful of the promises made to the small businesses that call it home.

Conversations in Your City

How about in your city? Are small businesses included in the conversation? If you are in city leadership, are you holding office hours? Are business of all types and sizes equally welcome? What “sensors in the ground” are you establishing in order to keep informed? And, once you are informed, how do you apply the learning (doing the Vulcan mind meld) across various departments so that the city demonstrates a well coordinated promise delivery system that keeps attuned to the small business community and business landscape in which they operate?

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. Chapters in the book that especially pertain to this post include: Chapter 8: The Promise Delivery System; and Chapter 9: The Neighborhood. Read the full color print edition or on your Kindle Reader App supported device using the free Kindle Reader application.

September 7, 2014October 9, 2023

The Real Skills Gap

There is a pervasive issue that plagues our economy yet it is mostly invisible, unless we look for it. I’m going to help you to see it. It is the Skills Gap.

We’ve all heard media, politicians, and pundits refer to the skills gap in this country. It’s true we do have a skills gap. But it isn’t the one they’ve been referring to, where people are trained for the wrong jobs, lack technical skills or a college education. All of that is simply not true in a universal sense. It isn’t anymore true than the statements all dogs are ferocious or all email is spam.

Each of us knows family, friends, and colleagues whose personal economy has suffered in spite of their college education, skills, and experiences. You probably also know people that are super-employed by greedy corporations that work their employees tirelessly, refuse to hire more people, while stockpiling more and more cash.

No, this skills gap is of a different sort. As a society, we’re becoming less empathetic to those not like us. This is making us less human. This is our real skills deficit.

The decline in empathy is all around us. It is a fact. You can find studies that show the decline over the last 40 years. But, you don’t need to. You need only reflect on your own experiences.

Examples of Empathy in Decline

Over Labor Day weekend I experienced a lack of empathy when I re-entered the U.S. at the Canadian border. I had my keys taken away and my car searched. I guess I look like a smuggler or terrorist or my backpacking story triggered some false instinct. Of course I did nothing wrong. It’s just that we are at war with ourselves. I think I would have felt more empathy from a bear encounter than I did from the border agent interaction.

If you’ve traveled aboard a commercial airliner in recent years, you’ve no doubt been treated as a dangerous object by the Transportation Security Administration (TSA). Even, in our own communities, we’re ruled by red light cameras.

When the police outfit themselves in combat gear and appear as robocops they look and behave less human. They also further insulate themselves from the communities they are supposed to protect and serve. The events in Ferguson displayed a lack of empathy in all directions.

Some municipalities have gone so far as to outlaw homelessness. Police and firefighters have been ordered to destroy the donated tents of people experiencing homelessness. They didn’t merely dismantle the tents, they actually destroyed them with box cutters. What a horrible misuse of power by the mayor and what a horrible thing to have to do as a public servant. The lack of empathy in all directions can be witnessed by reading the comments on the video posted on YouTube, St. Petersburg Police cut tops off homeless people tents. The war against people “not like us” rages on.

We have systematically been reducing our own empathy.

We are communal by nature yet when we don ear buds and bury ourselves in front of screens of all sizes we avoid real discussion and face to face interaction. We no longer visit video stores or interact with bank tellers. We buy online and pay at the pump. We are having less and less human interactions.

Think of your own conversations and those you hear around you. How many of these conversations actually matter on a human level. Too many would be meaningful conversations are not happening.

We are increasingly isolated. We have technology that connects us to each other more than at any point in human history, yet we are connected in less authentic ways. It is much easier to ignore or exit a conversation that is only online. Internet and social media bullying are sadly commonplace. Unfriending and the “conversations” that precede that act are inflammatory and lack components of a healthy dialogue. Few would have the courage to act this way face-to-face.

So, yes, we have a skills gap. We are forgetting how to be human. We are becoming less empathetic. Technology and our busy states of mind are our allies for ignoring what’s wrong in our communities and in the world.

We Pay Homage to Things that Don’t Matter

Making matters worse, as a society, we are paying attention to the wrong things. These things further harden us and make us even less empathetic.

I think each of us does want a more humane and just world, where people are genuinely peaceful and happy. But, those things are hard to measure and don’t carry headlines, so instead we measure things like GDP, the DOW, and the S&P 500. We measure things that tell a story that media and politicians want retold – and we in turn, pay attention. Even American Public Media’s Marketplace that purports to present news on business, economics, and money for the rest of us, chants the numbers as though they mean something to main street America. Imagine if we were listening instead to, “HumanPlace” or “ProsperityPlace” or the like.

Unfortunately, the larger human story is going untold. We do have a prosperous nation, if you measure it by GDP and the DOW. But, we have poverty in this prosperous nation. We also have droves of educated but unemployed and underemployed people. And, of those that are working, most are largely disengaged.

These things are not part of our national dialogue or priority, but they should be. Instead what is heard is, “If you don’t have a job, it is your fault. Skills gap, remember. If you don’t have enough work, get more education. If you are suffering from poverty, again, it must be your fault. If you are a college educated fast food worker, just try harder. Pick yourself by your bootstraps and just do it.”

This is all hogwash and only serves to polarize and distract all of us. So, what can we do?

Platform for Human Progress

I imagine a Platform for Human Progress. The platform would be about two things: 1) We’d relearn empathy – we’d systematically restore empathy in schools, in police departments, in the workplace and dare I say it, online; and 2) we’d develop human potential – we’d have a people first agenda.

What would a Platform for Human Progress look like? Technology would be involved. So would forums and events. Institutions of all types and sizes, and of course government. In fact, the employment security department would morph. It would become less about policing benefits and more about helping people to reach their potential, irrespective of education, experience level or industry. No longer would people automatically become invisible or be labeled as discouraged workers, no longer looking for work, simply because their unemployment benefits were exhausted. A human centric side project of Delightability that has debunked both the skills gap and the notion of discouraged workers is Please Count Me. This website gives Americans the opportunity to self report their employment status no matter if they are unemployed, under-employed, fully-employed, or super-employed.

We’d want the Platform for Human Progress to scale while at the same time being careful not to concentrate more wealth and control into the hands of a greedy few. Maybe we’d embrace small as the new big.

There is No Innovation or Progress Without People

I think investing in people should be a national priority. There is too much idle wealth and talent on the sidelines in the U.S. and in the world. Yet, there are many problems to solve and opportunities to explore. There’s no innovation or progress without people. This is important work for all of us.

Let’s return the keys to the kingdom to the makers and remove them from the takers, speculators, and manipulators.

If we can build vaccines for diseases we cannot see, and build fabric winged airplanes that can carry us to other continents can’t we also build systems that help humans that are negatively affected by public policy, technology changes, and corporate greed? Of course we can. If we did, we’d be a real superpower, not simply a military superpower. Maybe, as a country the U.S. would then rank as high, or surpass Norway or Denmark as having the most prosperous and happy people.

In all that we do, we need to start asking the question, “What about the people.” Repeat that 100 times, “What about the people.”

We need to measure the success of the platform and our nation in terms of: Can individuals secure food and a future? Are they achieving their potential?

Maybe we can learn from the work of the Grameen Foundation’s Progress Out of Poverty Index. Hopefully, we’d replace it with Prosperity Index; the Legatum Index might be a good place to start. The Legatum Prosperity Index™ is an annual ranking, developed by the Legatum Institute, of 142 countries. The ranking is based on a variety of factors including wealth, economic growth and quality of life. In 2013, the U.S. dropped out of the top 20 for the Economy sub-index.

We collectively need metrics that matter to human progress and prosperity. We need to communicate these metrics and hold ourselves and others accountable to improving them. This would be a shift much like John F. Kennedy’s Man on the Moon speech that sparked a nation to action.

In Conclusion

Humanity is a big subject and even though each of us play a tiny, time limited role, each of us can make a bigger impact with our conversations and the challenges we put on others. I challenge every reader of this article to be more human, more empathetic, and to hold others to a higher, human standard. Maybe pose the question, “Is that helping or hurting humans?”

A New Conversation

I don’t have all of the answers. I think the answers are spread across all of us. But, we’ll need better conversations to draw them out. I hope you’ll share this message with others so that we can close the most important skills gaps we face, being human.

I’m going to leave you with a little quote from the universe.

“When you understand, that what most people really, really want is simply to feel good about themselves, and when you realize that with just a few well-chosen words you can help virtually anyone on the planet instantly achieve this, you begin to realize just how simple life is, how powerful you are, and that love is the key.”

Fly little bird,
The Universe (Sign up for Mike Dooley’s Notes from the Universe)

About the Author

Gregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. His latest book is l’ impossi preneurs: A Hopeful Journey Through Tomorrow.

Learn more and connect with Greg on Linkedin, Facebook, or Twitter.

Chapters in The Experience Design Blueprint that especially pertain to this post include:

Chapter 6: Aiming for Remarkable, Unbroken, and Generous Design
Chapter 8: The Promise Delivery System
Chapter 14: The World of Work Has Changed

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.

July 11, 2014October 8, 2023

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.

Secretary-General Ban Ki-moon Has Ambitious Goals for the United Nations

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.

July 7, 2014October 7, 2023

Learn Like a Featherless Crow and You Will be Ready to Fly

The concept behind “practice makes perfect” is universal and is a fundamental principle in skill development and learning. It is even on display in the animal kingdom. Pay attention when you are in nature and this witness this wisdom across species.

Fledgling Crows Learn a Lesson and While Teaching Observers

There is a story I share in my book about a couple of tiny featherless crows that were nudged from the nest, probably prematurely. After a few mishaps and related rescues over the course of several days, I finally witnessed some unusual activity in the far corner of my yard. The little, newly feathered crows were hopping up the bank onto progressively higher rocks, and then jumping off the ledge at the top, honing their flying skills as gravity played its part. It was quite a treasure to see the featherless birds mature and eventually turn their clunky sky jumps into masterful flight. There is a lesson for humans here.

Practice Makes Perfect, Not Training

Like baby crows, we need to practice those things we want to become more proficient in. Training alone seldom provides the opportunity for mastery. Imagine a baby crow sitting through the crow equivalent of flight instruction. Without the hours spent flying (or trying) the real world lessons would come slowly, if ever. Every baby crow starts out a failure, but with much potential for flight.

“I will prepare and some day my chance will come.” Abraham Lincoln 16th President of the United States, (1809 to 1865)

Hopefully, as you embark on the 2nd half of the year, you begin practicing like a determined featherless crow. Soon, you’ll be flying about wondering why you took so long to begin.

July 3, 2014October 8, 2023

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.

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.”
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.
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.
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.
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.

Introduction to Delightability – The Agency Your Customers Wish You’d Work With from Greg Olson

June 25, 2014October 6, 2023

Four Great Resources for Humans in a World of Work That Has Changed

Sushi Thai Seattle closed - middle class income disappearing in world of work that changed - Delightability The World of Work Has Changed
The world of work has changed and it isn’t coming back as we once knew it. Once we accept these structural changes as individuals, organizations, and as a country we can go about our business to maximize opportunities for Americans to make a living, make a difference, and make an impact. Full employment for those that want it should be a national goal and priority for any great nation. But, sadly this isn’t part of our national conversation and it certainly doesn’t dominate the media headlines. SushiThai Seattle, a place I enjoyed in my neighborhood recently closed. Your community has probably felt similar closures. Each restaurant closure or other business that shutters their doors, citing a lack of demand is a symptom of our world of work that has changed. Incomes of many ordinary workers have been decimated. This is a solvable problem if we think differently and work cooperatively.

office building world of work has changed - Delightability

Few Are Insulated in a World Changed
Whether your office is on the 70th floor, in a basement, in mahogany row, cubicle bay, the kitchen table, the operating room, the local coffee shop or a coworking space, you have to agree on this: The world of work has changed. Of course it has, because the world has changed. If you don’t see this, then you are not looking very hard or you are very insulated.

Three Major Forces Changing the Nature of Work
There have been three major forces in play for a while now that continue to shift the nature of work, employment, jobs, careers, etc. They are:

industry consolidation;
advances in technology;
and trade policy.

And yes, there are other forces at play as well like accounting rules, tax policy and loopholes, and plain old fashioned human and corporate greed. But, I’ll leave those discussions for another time.

The Great Costs of Being Idle
Aside from the very visible restaurant and store closures, the ramifications of sidelined talent and organizations unwilling or unable to engage talent is decreased innovation, stalled human progress, and stymied organizations. Problems persist and opportunities go unaddressed. That means more broken experiences and poor service quality for us as consumers, citizens, customers, members, owners, passengers, travelers, etc. For those courageous leaders that do move forward, new possibilities await, in terms of products, services, market share, new ventures, brand loyalty, consumer habits, partnerships, etc.

Stop Waiting and Start Creating
But, you can’t mind meld with your future self or look through the prospectiscope and see future possibilities very clearly. When we do look forward, we tend to actually obsess on looking backwards at earnings, GDP, and the stock market. It is very easy to get quickly trapped by history, paint the future with the past and not see new possibilities. If you rewind the clock to look at iPhone sales and Android devices before those had been invented you’d see zero, 0, zed, nada. No revenue, no profit, no possibilities, especially if you were in an industry or market that was displaced as a result of the more open marketplaces that both of those ecosystems enabled. How wrong you’d be today. But, in your own industry, you may also be wrong. What if you are? How costly will that be?

It takes a special mindset to see what what you are not looking for.

Bigger Thinking is Needed for Larger Possibilities
Steve Jobs had vision. The Open Handset Alliance that collaborated to bring us the Android operating system had a vision and purpose. Kennedy’s man on the moon speech sparked a nation to action. Hundreds of thousands of jobs across a range of industries and institutions were the result. That would be a whole lot of employment today; it was an even larger percentage of workers in its day given there were fewer workers. We benefit from innovations of that era, to this day. Imagine the possibilities of our collective future if we only nudge our attention in the right direction. Imagine if the corporations sitting idle on a collective $1.95 trillion offshore were to put that money to innovative and good use in local communities, the nation, and in the world. Oh, the possibilities.

Each of Us Has a Role to Play in Our Collective Future

Whether you are an independent worker today, become one tomorrow, or hire independent workers, here are four resources to hopefully inspire and educate you on a World of Work that has forever changed:
1) The State of Independence in America report from MBO partners is a treasure trove of facts and figures that are sure to educate, inspire, challenge, and maybe even validate some of your observations and experiences. Chances are you won’t simply have a J-O-B as most have been accustomed to in the past. And, you won’t solely interact with others that have J-O-Bs. If you look around, you’ll notice this to be very true already, and getting more true.

2) Freelancers Union is a website dedicated to being a Federation of the Unaffiliated. Founder and Executive Director, Sara Horowitz, participated in a panel discussion with Darren Walker, President of the Ford Foundation and President Bill Clinton, among others on June 24th, 2014 at the Clinton Global Initiative in Denver, Colorado. Sara represented the humongous and growing collective of freelancers and independents working in America. This is very important since most of these people are largely invisible. They don’t show up in unemployment or under-employment numbers. By the Bureau of Labor Statistics own admission in their Technical Paper 66 – Design and Methodology of the Current Population Survey, “The labor force concepts and definitions used in the CPS have undergone only slight modification since the survey’s inception in 1940.” Ah great – so basically the methodology for measuring labor force participation was invented shortly after the great depression and has yet to embrace a new reality that includes the internet, mobile phones, co-working spaces of all shapes and sizes, liberation from land based telephone lines, social networking, etc. This is very wrong and why at Delightability we’ve taken a step in a new direction with number 3 on our list.

3) Please Count Me is a community website for Americans to self report their own employment status whether fully-employed, super-employed, unemployed, or under-employed. This is a human centered community project we started at Delightability to shine a light on some of the structural changes in this country and the need to have a better conversation, reduce ignorance and rhetoric, and hopefully affect policy and lawmakers to do the right thing for the entire country not just the wealthy and influential that finance campaigns. Add yourself to the workers in more than half the states that have already added themselves to the count. Read the alternative jobs report.

4) Another resource is my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. Aside from practical tools, exercises, and recipes that can be applied to any size and type of organization, the book specifically has a chapter with prescriptive guidance for large business, small business, underemployed, unemployed, coworking spaces, congress and other policy makers to work cooperatively toward full employment, human progress, and reaching our collective potential. See Chapter is 14. The World of Work Has Changed.

Continue the Conversation
While these four resources I shared are US centric, my friends in Spain, the Netherlands, Canada, The United Kingdom, Germany, Hong Kong, Australia, and other countries will no doubt be sparked by localizing the concepts in these resources as well. Comments are closed here but please email me or message me on LinkedIn, Twitter, or Facebook with other resources you find inspiring. Thank you Sabine for making me aware of 400 Euro “mini-jobs” in Germany. More on that in a future post.

June 2, 2014October 7, 2023

3 Easy Lessons from a Home Furnishings Company that Gives a Damn about the Customer Experience

Customer experience lessons are everywhere if we look for them. With so many broken and bad experiences and leaders indifferent to correct them, it is truly refreshing when you encounter an organization that breaks free from the herd. I recently encountered, or rather re-encountered, an organization that left me with a very positive brand aftertaste.

Although I’ve walked, biked, and driven by the Room&Board home furnishings store several, OK – hundreds of times, since its opening in my Seattle neighborhood, I’ve never given it much notice. This is partly because I miss the Barnes and Noble bookstore that previously occupied the space, but mostly because I already have a house stuffed full of furniture.

My numbness to their brand recently began to take shape though. After skimming through their catalog I received in the mail, I landed on the back page. It was here, that made all of the difference. It takes a special kind of company to offer a guarantee that doesn’t expire with hard time bound rules. Room&Board is such a special company. I’d be inclined to visit the store when I find myself in furniture shopping mode again. Here is why:

“Our Guarantee
When you shop with Room & Board, you’re also buying the assurance that we’ll be here if you need us. There are no strict, time-limited warranties. We stand behind the quality of our products and the prices we charge. If you’re not completely satisfied with your purchase or any part of your experience, just let us know. We’re here to help.”

On the website they go on to explain, “We know that buying furniture for your home is more than just a financial decision. It’s also an emotional investment. From the first sketch to the final product, we work directly with the people who build our furniture, eliminating the middleman and saving you from unnecessary mark-ups. These relationships allow us to bring you the perfect combination of quality materials, craftsmanship, design and price.”

There are 3 immediate customer experience lessons to take away from this that you can apply to your own organization:

Some interactions will have more impact than others. For me in this instance, it was a message on the back of a catalog received in the mail. Do you know which touchpoints and channels matter the most to your customers and prospects?
Purchasing decisions are more complex than being purely economic. An important dimension to purchasing decisions is emotion. Room&Board recognizes that customers are making an emotional investment. Do your customer interactions and communications reflect the three dimensions of value (emotional, functional, economic) or are they stuck in a pattern that still believes customers are inherently ruled by logic and reason?
A customer experience philosophy can guide an organizations response, communications, product roadmap, strategy, operations, etc. Does your organization have such a customer centered philosophy to guide you, or are you solely ruled by profits, margins, growth, and share price?

Please reflect on these lessons and this story, no matter the size, type, or shape of your organization. You are slowly becoming either more or less relevant in world full of customers that continues to reward brands and organizations that give a damn about the customer experience. The size of your organization and tenure do not provide you with any immunity from providing bad or broken experiences.

For more guidance and self help read my book or reach out if you’d like some help. We’d love to help you build an enduring brand that matters.

Greg Olson is the author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. See the Book and Author Summary PDF or find the book on Amazon.