Category: Heart on your sleeve
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Why culture is a by-product of action
One of the best ways to control ourselves is to establish processes which can become habits. But in a company, these processes can become deadly. People follow them without grasping their meaning. So leaders have to find meaningful ways to display their values by taking actions, over and over again. Do your actions display your…
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Hacking confidence
A recent article highlights the 'confidence gap' that often prevents women from competing for recognition (with each other as well as men). For myself, I never thought it was a problem. When I took the StrengthsFinder exam in 2000, "Self-Assurance" came out as one of my top five strengths. And yet, as I was reading…
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Why we have new problems but better choices
I was introduced to Nonzero by Matthew Wettergreen and this quote from Kevin Kelly reminds me of my own progressive mindset. We should never feel threatened by the new. We should be ready to manage our new problems with better tools. Edge: The Technium, 2014-Feb-3 by Kevin Kelly I call myself a protopian, not a…
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Are you waiting for the perfect moment to connect?
If you frantically chase your contacts, you'll annoy them—and make an impression. If you pull back and keep the parts that work, you'll be ahead of everyone else. Blue Penguin Development: Solo Professionals, Start Your Engines, 2014-Jan-10 by Michael Katz It’s not so much the fine-tuning that yields the biggest benefits, it’s the act of…
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Don’t be confused about what makes a workplace fun
Having access to toys does not create a fun workplace. Nor do tree houses and slides. It doesn't hurt to let people bring their stuff to the office, but that should be an outward sign of your willingness to let people be themselves at the office. Glenn Llopis points to the things that create a…
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Beneath the loyalty programs
I am fascinated with designing loyalty systems. I love mining data about the customers. I like testing incentives and offers. I collect the data and call customers back and ask "what did you think??" (Yes, sometimes they think I get too carried away.) But I know that at the end of the day, the system…
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Why I joined the CXPA and how you can benefit
Most marketing activities are about targeting and capturing customers. But as a target, I don’t want to be captured, I want to be captivated. Unlike other marketing networks, at the CXPA you can share and promote great experiences. You can give credit to a front-line worker who brightened your day. You can study campaigns that…
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Start with a shared value
You can't keep a customer who doesn't value you for what you do best. When you have a transaction, you should be checking for that shared value. Because it isn't permanent. But it's the most reliable way to know if you can plan for future transactions. Help Scout: The Art of Customer Loyalty Shared values…
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Recruiting users manually
Figuring out how to be useful to people is hard. Especially is you have to find congruity between what you like to do and what they need. Most of us look for a job "opening." I'd rather decide who I want to work for–then figure out what I can do to help them. PaulGraham.com: Do…
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TFS: Do your want to be inside or outside? The view is different.
Insiders are biased into thinking they have more control than they actually have, or probably should have. That's one of the reason it can be so valuable to have a consultant come look at your business. But the article below also shows the dangers of the outside view. It's cold out there, and the perspective…
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