Category: Change Management

Change Management, Culture Optimization

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SES Chicago 2007 – Bryan Eisenberg – Redefining the Customer Conversation

Bryan Eisenberg gave a great talk on the multitude of issues surrounding the challenges of successful customer conversions and conversation.

Marketing (r)Evolutions

Mass advertising on passive customers was what used to work.

People sleep while watching TV, hard to pay attention to advertising when sleeping.

Sleeping while surfing the Internet is not something that happens.

Godaddy.com Super Bowl XL TV commercials didn’t use the same model on the web site. Did Godaddy leave money on the table.

Money is better than traffic.

Apple had to give rebates due to word of mouth on iphone pricing.

Marketers still think customers are dogs.

But search puts the power of when and how in their hands (the sonsumer).

Overcoming sales friction – 85% of car purchases start online – you arrive knowing more than the salesman in many cases. Attack of the blogs – Consumers trust other consumers more than marketers. 54% resist, 56% avoid, 69% block ads – yet we still want to buy.

Customers will control the conversation. People have forgotten how to have relationships.

The web is a major influencer, a mere 26% of consumers were SATISFIED with the experience. They are missing the BASICS. Conversation rates are continuing to fall.

All new brands are based on the experience model. Invest in the customer experience.

We are obsessed with the how many, not the who. This needs to change.

Customers desire great and meaningful experiences.

SCENT, ads must think it has scent to be useful.

80% of traffic dies off within three clicks.

GEICO – connects the story…

Zafu – bras in launch video didn’t match website.

Usability – Frederick Winslow Taylor is the father.

We are all connected and customers will control the conversation. It involves persuasion architecture!!!

Traffic generation is about money. Don’t imitate your competitors. It’s the tiny pieces that matter. Focus on making your service better.

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Seth Godin Keynoting Search Engine Strategies Chicago and His New Book Meatball Sundae

In advance his upcoming speech at Search Engine Strategies Chicago, Seth Godin held a intimate conference call in regards to the conference and his upcoming book Meatball Sundae.

At first I was thinking this would be a long speech, it was in actuality a short, crisp presentation followed by a spirited, fun and playful question an answer session. It far exceeded my expectations and Kevin Ryan should be commended for having this type of community event.

Now onto a discussion of his new book, Meatball Sundae. The foundation for a new economy is being built. The past several years have laid the foundation for a new industrial revolution.

Told the detailed story of Josiah Wedgewood and his high standards for pottery.

There are 14 main themes occurring right now in the world – though there are many smaller and industry specific trends playing out. These 14 trends are (I typed them fast in a live blog situation so I might not have them exactly right):

– Direct communication with customers is creating massive change

– Individuals can amplifying their voice and become a critic – these are not hassles to be dealt with. The answer is building an organization that thrives and survives on this…

– Having an authentic story is vital

– We don’t have attention spans anymore (why are you still reading this post? 😉 )

– The new marketplace long tail – very few organizations are embracing it

– Create innovation – If you can describe a job it can get done by somebody cheaper

– Google and the shredding of information and bundling

– Noise and infinite channels of communication

– Consumers can talk directly to consumers without the middleman or company

– The changing balance of scarcity and abundance – it’s hard to imagine people being bored

– Big ideas can reach many people quickly

– The shift from how many to who – the idea of being on the today show instead of a blog is higher value is over

– Democratization of the wealthy – the gap between the rich and poor is getting wider but the rich is going up

– Gatekeepers are more important as they distribute information yet less important as you can go around them easier than ever

After the short speech on the trends there was a free for question and answer session…

Is your marketing out of sync?

SG: They should say how change your marketing (what you do) so that it’s in sync with what the market demands.

Why don’t most companies get it yet?

SG: I spent many years selling advertising. People buy TV advertising, it’s fun and it’s not measurable. When the Internet came along and they went running to Yahoo! to buy ads that aren’t measuring. Google and Overture were used by small business people in the ad. The choice is Superbowl ads that don’t work and measurable ads that are harder to make work. It’s naïve to hope that they will shift in a month or a year. They will eventually have to shift. The prices will continue to go up. People still applaud the commercial not the SEM.

(At this point the Gmail javascript froze all of my browsers. I had to reboot and relaunch. OF COURSE THIS WAS THE MOMENT KEVIN RYAN CHOSE TO ASK THE QUESTION I SENT IN – SO I’LL HAVE TO WAIT FOR THE AUDIO THERE.)

Where do you find thoughtleaders to lead organizations and instead of hiring people with “experience”?

SG: I wrote a post on a similar topic about the loss of relevancy of credentials today. Basically, there are two types of leaders qualified to do this:
– People who have managed change before
– Idea people who don’t necessarily know better

How do make a corporate blog work?

SG: Blogs don’t reach people, people reach blogs… You need to be quick and candid. It’s all about change and being iterative in nature.

Everyone attending SES Chicago will receive a copy of Seth’s book. I look forward to continuing our conversation and maybe even hearing his answers because Gmail’s javascritpt won’t be interfering with his in person appearance!

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If You Were Recruiting An Acoustic Guitar Player…Tommy Emmanuel

If you were going to recruit an acoustic guitar player, what attributes would you seek?

If you were recruiting in the traditional manner, you’d seek these attributes:
– college degree in music
– experience working for an orchestra or band
– experience in an educational institution as a music teacher

But if you were looking for a true leader and innovator these measures would miss the hidden gems. People who are self taught are often thought leaders and innovators who lead to breakthroughs because they lack certain limiting beliefs. Tommy Emmanuel is one such person. Let’s look at his unique attributes:
– Tommy is self-taught, having picked up a guitar at a young age
– Tommy has never had any formal training in music
– Tommy has never learned how to read sheet music, yet he knows how to play literally thousands of songs
– Tommy never uses a set list in his solo performances, the creativity flows from circumstance and audience participation
– Tommy constantly innovates and reworks his songs making incremental improvements

Yet, Tommy now plays 300+ nights a year on five continents!!! If you looked at his resume based on traditional measures, you’d likely pass him over. But in the scarce talent, post baby boomer generation we are now entering, people need to look beyond keywords and look into passion and self-taught competencies. Those who do will build industry leading companies. Others will rapidly fall behind and lag in relation to their peers.

I’m fortunate to see Tommy again this evening in Chicago! I had the great pleasure of interviewing Tommy Emmanuel in 2003. Such a remarkable and inspiring person. Here are some samples of his live work on Youtube, enjoy!

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DMA07 – Pre-Conference Keynote John Adams The Martin Agency

John Adam’s agency leads the GEICO account recently with it’s multiple story lines.

John asserts that two major things are changing at present in the advertising marketplace:

1) The destruction of integrated marketing and direct control of brands is no longer possible.

2) The nature of storytelling is changing. People can understand multiple branding messages and themes, especially in Generation Y.

It’s totally awesome to be at a traditional marketing conference and hearing some of these themes being not only talked about, but actually practiced. There is still a long, long way to go. This conference with 13,000 delegates traveling from all corners of the earth dwarfs the size of the search marketing and social media conferences that I frequently attend. It quantifies the immense magnitude of the amount of change that is potentially still ahead. It’s kind of overwhelming to think about actually and I don’t overwhelm easily!

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Sexy Social Media Revolutions Emerging – Forrester Consumer Internet Conference 2007

There were a few critical points in Charlene Li’s speech and then Christie Hefner’s speech that I want to get to. But before I do an overview of Charlene’s speech.

New term POST

People

Objectives

Strategy

Technology (notice how this is listed last? Charlene pointed out that this is on purpose! In other words don’t execute until you have things thought through!)

Mantra: Embrace your customer to turn revolt into reformation

Ask yourself: How do you turn (customer) revolt into revolution?

Hopefully both speeches will be online later.

What was the high point of the speech for me that told me that a revolution was taking place at Forrester?

It was when Charlene pointed to a technology adoption benchmarking slide and then put a red X through it saying “don’t pay attention to that”!!!!

What does this mean to me? It means that benchmarking it starting to die due to the increased cycle times and shorter shelf life of information. I’ve long felt that you can’t benchmark your way to the top. You have to lead and take risks. To lead and take risks you must have the top generalist thought leaders of our times on your team. People who understand things like search engine optimization as a strategic tool, social media, bottom up communities and cultures, defining a defensible data model from the start and who practice customer listening for their innovation.

After Charlene, Christie Hefner gave an amazing speech about the history of Playboy’s brand and demonstrated how it’s always been customer focused dating back decades and how it’s embracing the demise of the one to many media model. I hadn’t been aware of this but Playboy has had a mobile presence since 2002! Wow.

She also talked about the brands usage in search and have it’s a frequent search term. In fact a quick check of Google trends indicates a large lead in search volume for Playboy over the New York Times.

Her speech was fascinating from the historical side, yet the brand of Playboy is softening as it’s constantly evolving, Charlene’s conversation was far more disruptive and unnerving to many of the people seated around me. Yet it became clear to me that Playboy is a company that has lived many of today’s social media principles long before they were fashionable.

In in the end, it’s all about building a bottom up culture that has the executive support to constantly innovate. Most people don’t get that yet and if they do it’s even more unlikely that they view customers and other stakeholders as critical to success. We are just starting this journey and I can’t wait to participate fully in the fun parts of this revolution to come!

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HR Technology Conference : Lehman Brothers Leverages Recruiting Beyond Talent Acquisition

Heather Redderson, VP, Global Talent Technologies, Lehman Brothers
Derek Mercer, CEO, Vurv Technologies

When I saw this description I knew I had to attend this session…

The HR systems at Lehman Brothers, the fourth-largest investment bank in the world, have traditionally been siloed, probably just like yours. But, competing with Goldman Sachs and Morgan Stanley, VP Heather Redderson knew she had to integrate them all so her 27,000 employees could collaborate around their careers and new opportunities for internal mobility. She’ll tell you how she aligns and compensates them and tries to leverage best practices, and fill you in on the internal community she’s created for employees with new tools and competitive intelligence on those other, bigger guys.

When Heather arrived, Lehman Brothers systems appeared disorganized. How disorganized? A Summer intern gets to give a presentation to a C-level team during the first month she is there. The intern’s presentation? Two slides. One basically system mapped out the systems Lehman has. The second with all demonstrating how many don’t talk to each other. The intern stated that “this was a problem that needed to be fixed” and then sat down.

I don’t know if the intern got a full time job at Lehman upon graduation. If they didn’t I’d love to hire this person at the next company I work at. Why? People who can point out the root cause of problems and say this is what needs to be fixed are all too rare. The intern likely created the vital executive sponsorship for the magnitude of the changes that Heather is now making.

In reference to internal mobility, internal employees were frustrated as they were applying and never got hired. Hiring managers were frustrated with volumes of people applying for roles at the wrong level. Employees were frustrated with lack of execution.

Using Vurv and Congos there is now rule driven reports and drivers. They now focus on the relevancy of resumes and are trying to add other data elements to the mix.

$12 million dollar savings in just four months by reducing outside contingency recruiter fees! Put all new initiatives for 2008 on hold and reallocated budget money. Focused on utilizing what we have better.

Discovered that there were many people in roles with job descriptions that didn’t match. Fixing that through transparent conversations is occurring at a rapid rate.

Lehman HR mantra:
To recruit talent
To protect our employees
To gage our landscape

They are also creating an alumni site. (I wish that BlackRock would create an Alumni site, it would bring me joy in so many ways.

It’s clear that Heather’s efforts are not only transforming HR, they are transforming the process and way the whole organization operates. That’s what it’s all about effective execution with what you have. Develop a data strategy and process then iterate and improvement. I’ve always loved Lehman Brothers scrappy style when I worked on Wall Street, it’s good to see them laying a foundation for future transformation and differentiation.

More on this when I have time to elaborate on an element I saw that fascinates me. Soon.

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New York Times Should Link to Original Stories From the Source

Google announced this major event quietly on a Friday before a major holiday. That in itself is highly interesting, but will not be the focus of this discussion. At 10:48AM (not sure what time zone) on Friday, August 31st, 2007 Google News Business Project Manager Josh Cohen wrote a post ironically entitled “Original Stories from the Source” which announced a significant change of aggregating AP and other news stories into one entry that will be more prominently featured.

While I applaud the removal of this duplicate content highly (I hope they do this in search results as well – Matt Cutts can you tell me?), all one has to do is Google – AP sucks – to see that there are many people that would likely highly disagree with making the AP stories more prominent. Furthermore, AP stories lack transparency, ie contact information for a real reporter. I would suggest and hope that Google would create a feedback mechanism to the reporter as some sensitive topics are better handled personally rather than in topics. Remember the Duke Lacrosse incident? The AP spread inaccuracy during that incident that led to innocent people having their lives damaged by being prosecuted in the national media quoting questionable people not even closely related to the case. (Ironically none of those AP stories can be found easily on Google today when I searched.)

I’ve got a few points I’d like to make here:

1. Danny Sullivan wrote an excellent post that you should read on this that properly linked to the source Google blog (Not to Blogger team: Danny’s link isn’t showing on the blogs that linked to this feature).

2A. The New York Times inappropriately did not link to the source Google News blog when they wrote a short, non-value adding fluff piece the next day. A reader of that publication was deprived of their ability to click through to that Google News post as were other bloggers. All mainstream news sources and blogs should link to original news sources whenever possible so that people can see the original detailed source content. I’d like to call on journalism schools, universities and standards bodies to join together to make this the standard protocol a reality in the future.

2B. To show the dysfunction that occurs when news media or blogs do not link directly to a source blog I’ll point to Jeff Jarvis’ post on the subject. I appreciate Jeff as an elder statesman in the blogosphere, however when he read the New York Times fluff piece (you can read the link in Jeff’s post) he was deprived of seeing the original Google blog post. This caused two unfortunate things to occur 1) Jeff likely did not read the Google Blog post because there was not link to the source and 2) Jeff unknowingly committed an act that adversely affected Google’s search algorithm by linking to the New York Times story, I’m almost certain Jeff would linked to the Google News Blog or other in depth commentary if he were aware of it, in fact I’d encourage him to update his post to add a link to the actual source.

3. In this case the source story is a blog, which is an increasingly common occurence. As I’ve stated many times before, I think Google should revamp the increasingly outdated separation of blogs and news sites, if news starts on a blog and is linked to it should be the relevant source document in Google News…

4. The ultimate irony in all of this is the Google News original source blog entry that started all of this Original Stories from the Source – is not in Google News itself! Google, until you incorporate blogs fully into Google News and allow users the option to see all news and blog sources together, you likely will not have this original source thing nailed down quite right and I highly encourage you to do so.

I look forward to thoughtful conversation and hopefully progress towards adoption of the concepts above in the coming weeks. Thanks for joining this important conversation.