We work thousands of hours each year. Life gets busy. There are deadlines and meetings, commitments and activities. Someday becomes part of our daily routine. We plan for the future, we look forward to a time when we'll have more time or money.
Then suddenly another decade is gone. And no matter how much time or money we spend, we cannot change the past. That is what is going on in each of us, in each of the people in our organization, in each of our clients. That is what is happening with everyone you meet on social channels, in the grocery store, at that business function, in your company. None of us escapes it.
Filmmaker Kamil Krolak asked the same question to fifty people. What's your answer?
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Showing posts with label social business. Show all posts
Showing posts with label social business. Show all posts
March 22, 2017
September 13, 2016
Six Important Words
We all have tools to choose from but let's not forget to focus on people. Much has been and will be said and written about the social web; we can't forget the human web.
Business owners and managers may understand that certain tactics and channels will help their business but through research, data, and measurement, we can look at outcomes more accurately.
It takes more than counting beans
Having lots of "likes" on your Facebook group, comments on your Instagram post, views on Snapchat, and a lot of page views on your website without commitment to engage your customers won't magically bring in revenue.
And it begins by engaging your own people. Strong internal customer service happens long before anyone outside your company even cares.
Do you know how you help?
__________________________________________________________________
Business owners and managers may understand that certain tactics and channels will help their business but through research, data, and measurement, we can look at outcomes more accurately.
It takes more than counting beans
Having lots of "likes" on your Facebook group, comments on your Instagram post, views on Snapchat, and a lot of page views on your website without commitment to engage your customers won't magically bring in revenue.
And it begins by engaging your own people. Strong internal customer service happens long before anyone outside your company even cares.
Do you know how you help?
__________________________________________________________________
April 26, 2016
Creating Urgency
We clever humans have tried to fool, cajole, and urge each other to buy things since we showed up on this dust bowl called Earth. Limited time offer, we only have three left on the lot, the sale ends Thursday, one-time exclusive, once in a lifetime opportunity, the list goes on. We try to get each other's attention through the tactic of scarcity.
Our collective busy never seems to subside. We're constantly checking our mobile devices, refreshing the page, ensuring there are no new emails, and all the while our lives are flying by at the speed of that new mobile device that can send presentations to Japan in three seconds.
Slow down
Perhaps it's age; maybe perspective, but I feel myself slowing down. My work ethic hasn't waned; my desire to learn new things hasn't subsided; but a quiet Saturday morning with coffee and music is now just as - if not more - important than answering another email.
To say the world is a busier place today than it was even few years ago in some ways may be a safe assessment. All you need to do is walk through an major airport around 7 on any Monday morning and you can see the mayhem that is business travel. But the lingering question remains as we check our mobile devices at traffic lights and push our way to the connecting flight...
Are we actually getting any more done?
__________________________________________________________________
Our collective busy never seems to subside. We're constantly checking our mobile devices, refreshing the page, ensuring there are no new emails, and all the while our lives are flying by at the speed of that new mobile device that can send presentations to Japan in three seconds.
Slow down
Perhaps it's age; maybe perspective, but I feel myself slowing down. My work ethic hasn't waned; my desire to learn new things hasn't subsided; but a quiet Saturday morning with coffee and music is now just as - if not more - important than answering another email.
To say the world is a busier place today than it was even few years ago in some ways may be a safe assessment. All you need to do is walk through an major airport around 7 on any Monday morning and you can see the mayhem that is business travel. But the lingering question remains as we check our mobile devices at traffic lights and push our way to the connecting flight...
Are we actually getting any more done?
__________________________________________________________________
February 10, 2013
Your Leadership Review
Some companies engage in a form that is to be filled out by the employee prior to the meeting and then reviewed with their manager. The time spent on strengths is often paled by those items that require more attention or the weaknesses. If you ask most people, they would agree they should work on getting better at what they don't do well. But how often do we do what we can to find more time to do what we do well?
They Won't Wait
Your customers and your team don't wait for an annual appraisal form on your work. They make judgements all the time. But they often don't tell you if they're are unhappy. In some cases they just leave. Or worse, tell everyone about the experience.
So review your leadership strengths and decide whether you are waiting for the feedback or being proactive to ensure superior internal customer service, discussion of performance and strengths, while providing greater external customer service.
Your leadership review is a daily event.
Kneale Mann
arividam
April 7, 2012
Today I Will...
Today I will not be so hard on myself. Today I will be present for others. Today I will not be so busy. Today I will be more collaborative. Today I will dance. Today I will let them do the talking. Today I will accept help. Today I will be clear what I need. Today I will keep things in perspective. Today I will take better care of myself. Today I will not let distractions disrupt my progress. Today I will be a stronger leader. Today I will help a friend. Today I will remember today. Today I will live in the moment. Today I will be more kind. Today I will help without payback. Today I will offer clearer communication. Today I will be kind. Today I will take time off. Today I will clarify my goals. Today I will stay focused. Today I will stop worrying about the past. Today I will give myself a break. Today I will be more compassionate. Today I will not follow in others’ footsteps.Today You Will?
Kneale Mann
image: istock
March 9, 2012
Is Anything Free?
I often recall the Dennis Miller classic when he referred to the two-for-one deal and ranted that two helpings of a bad deal is still a bad deal. We're often looking for a deal but some get upset if we spend too much time talking about ourselves or our offering. So we want to buy stuff but talking about what we sell is a bad thing? Time is Not Free
On the social web, you can be shunned if you pitch your wares yet no one I know has a bank that takes Twitter followers in lieu of mortgage payments. Digital media is one way many can grow new relationships along interest silos void of geographic limitations. But that takes time and trust.
Experience is Not Free
I can only imagine the volume of requests some people get but I receive “could you give us your opinion” emails often. They just want me to have a quick look and let them know what I think. It won't take long. My offering is to help with leadership and business development so advice is part of what I do. You wouldn't call a plumber for an opinion on your leaky facet or a lawyer for feedback on a contract. And I'm sure you don't build your business by freely giving away your expertise.
Customers are Not Free
If a large international coffee chain had no customers in any of its thousands of stores around the world, it would be out of business fairly quickly. Zero revenue for a week or two and the largest retailer on earth would be closing stores in short order. If you gave away your offering, how long would your bottom line stay in the black?
Relationships are Not Free
If you're at a backyard barbecue, the conversations range from sports to the economy, the latest with the family to vacation plans. But eventually it gravitates to work, it always does. We spend far too much of our lives working for it not to be a significant part of our conversations. Yet what do we think of the guy handing out business cards?
You are Not Free
You can fill the pipeline with messages and some will bite. Or you can choose to build your human network which takes longer but the rewards are more lasting. This is true for colleagues, clients, leaders, prospects, customers, friends and partners.
Before we look at price, perhaps we need to establish value?
Kneale Mann
image: beyondcliches | original: may 2011
February 21, 2012
Your Customer Review
There's an annual event that everyone seems to think is crucial yet few look forward to enduring and that is the annual performance review.
This delightful 30-60 minute meeting consists of a discussion of how one of the people in the room has performed their duties for the past twelve months.
Some companies engage in a form that is to be filled out by the employee prior to the meeting and then reviewed with their manager which is a far cry from daily leadership.
Summarize and Generalize
The time spent on strengths is often paled by those items that require more attention or the weaknesses. And if you ask most people, they would agree they should work on getting better at what they don't do well.
For most, the performance form is filled out shortly before the meeting. Then the results are neatly placed into the employee’s file to be viewed in another year.
If you own your company, you don't have the luxury of an annual performance review because that happens every day in the form of client feedback - or worse, no feedback - followed by lost revenue.
Customer Measurement
Do they wait a year, send you an appraisal form to fill out to mark yourself on various aspects of your product and customer service then sit with you to discuss? No, they often don’t even complain if they are unhappy with your offering. They just leave. Or worse, tell everyone about the experience through the social channels.
So have a look at your team, your business, your offering, your organization and decide whether you are waiting for the feedback or being proactive to ensure superior internal customer service within a social business model – which includes regular discussions about performance and strengths versus the annual review – and greater external customer service.
Our performance review is a daily event
Kneale Mann
image credit: amerispec | original: oct 2011
This delightful 30-60 minute meeting consists of a discussion of how one of the people in the room has performed their duties for the past twelve months.Some companies engage in a form that is to be filled out by the employee prior to the meeting and then reviewed with their manager which is a far cry from daily leadership.
Summarize and Generalize
The time spent on strengths is often paled by those items that require more attention or the weaknesses. And if you ask most people, they would agree they should work on getting better at what they don't do well.
For most, the performance form is filled out shortly before the meeting. Then the results are neatly placed into the employee’s file to be viewed in another year.
If you own your company, you don't have the luxury of an annual performance review because that happens every day in the form of client feedback - or worse, no feedback - followed by lost revenue.
Customer Measurement
Do they wait a year, send you an appraisal form to fill out to mark yourself on various aspects of your product and customer service then sit with you to discuss? No, they often don’t even complain if they are unhappy with your offering. They just leave. Or worse, tell everyone about the experience through the social channels.
So have a look at your team, your business, your offering, your organization and decide whether you are waiting for the feedback or being proactive to ensure superior internal customer service within a social business model – which includes regular discussions about performance and strengths versus the annual review – and greater external customer service.
Our performance review is a daily event
Kneale Mann
image credit: amerispec | original: oct 2011
November 23, 2011
How Do You Lead Your Tribe?
We are a competitive species. We also have an inherent need to belong so we gather in groups or tribes to find security and strength for our collective abilities. But not every tribe is created equal. Some can be dangerous and destructive while others can change the world.
David Logan is a faculty member at USC, an author and a management consultant. In his TEDx Talk from 2009 he discusses tribes and more importantly the levels or differences between them.
What level would you like?
Kneale Mann
visual credit: TED
David Logan is a faculty member at USC, an author and a management consultant. In his TEDx Talk from 2009 he discusses tribes and more importantly the levels or differences between them.
What level would you like?
Kneale Mann
visual credit: TED
October 26, 2011
Performance Reviewed Daily
There's an annual event that everyone seems to think is crucial yet few look forward to enduring and that is the annual performance review.
This delightful 30-60 minute meeting consists of a discussion of how one of the people in the room has performed their duties for the past twelve months.
Some companies engage in a form that is to be filled out by the employee prior to the meeting and then reviewed with their manager. The time spent on strengths is often paled by those items that require more attention or the weaknesses. And if you ask most people, they would agree they should work on getting better at what they don't do well.
Summarize and Generalize
Of course, few of us keep an open file to make notes during a major project or a significant event throughout the year. This form is often filled out shortly before the meeting. Then the results are neatly placed into the employee’s file to be viewed in another year.
If you own your company, you don't have the luxury of an annual performance review because that happens every day in the form of client feedback - or worse, no feedback - followed by lost revenue.
How do customers measure your performance?
Do they wait a year, send you an appraisal form to fill out and mark yourself on various aspects of your product and customer service then sit with you to discuss? No, they often don’t even complain if they are unhappy with your offering. They just leave. Or worse, tell everyone about the experience through the social channels.
So have a look at your team, your business, your offering, your organization and decide whether you are waiting for the feedback or being proactive to ensure superior internal customer service within a social business model – which includes regular discussions about performance and strengths versus the annual review – and greater external customer service.
How's your performance review?
Kneale Mann
image credit: buzzle
Some companies engage in a form that is to be filled out by the employee prior to the meeting and then reviewed with their manager. The time spent on strengths is often paled by those items that require more attention or the weaknesses. And if you ask most people, they would agree they should work on getting better at what they don't do well.
Summarize and Generalize
Of course, few of us keep an open file to make notes during a major project or a significant event throughout the year. This form is often filled out shortly before the meeting. Then the results are neatly placed into the employee’s file to be viewed in another year.
If you own your company, you don't have the luxury of an annual performance review because that happens every day in the form of client feedback - or worse, no feedback - followed by lost revenue.
How do customers measure your performance?
Do they wait a year, send you an appraisal form to fill out and mark yourself on various aspects of your product and customer service then sit with you to discuss? No, they often don’t even complain if they are unhappy with your offering. They just leave. Or worse, tell everyone about the experience through the social channels.
So have a look at your team, your business, your offering, your organization and decide whether you are waiting for the feedback or being proactive to ensure superior internal customer service within a social business model – which includes regular discussions about performance and strengths versus the annual review – and greater external customer service.
How's your performance review?
Kneale Mann
image credit: buzzle
October 17, 2011
Let’s Connect and Get to Work
From Cave Walls to Instant Messages
Since the dawn of human existence, we have been working to improve our lives. There are better tools, advanced medical procedures, cleaner water purification, improved supply lines, more advanced urban development and enhanced communication tools.
We live in a time where there are more scientists alive than in any other time in history, combined. There are reports that the world’s population will reach seven billion this week.
The Shrunken Globe
We can send complicated documents across the globe with the press of a thumb. Our ability to share ideas is now instantaneous though some are working on improving that. And we are attempting to digest more content every day than we can ever consume.
So it’s curious when we get stuck with how to reach new customers, find new collaborative partners and share ideas with those who will want to work with us. It has become an embarrassment of riches in a time when patience is scarce.
The Best Social Network
We seem to be able to grow our personal and professional networks on the social web yet the question remains how much human connection is going on. So it is my new mantra to connect on the phone or in person with ten new people every week. If you and I haven't done it yet, let's fix that.
It's time for us to utilize the true power of social media for what they are meant to do - socialize and collaborate for real. Let's stop counting "likes" and Klout scores and get some work done. It's an over used cliche but I believe in you win/I win - not you win/I lose or I win/you lose. This is not about either of us asking for what we're not prepared to reciprocate. Teamwork is required.
So contact me and let’s find a way to utilize all these cool tools to truly connect, compare notes, do some business and help each other. Does that sound like a plan?
Kneale Mann
image credit: youthspeak
We live in a time where there are more scientists alive than in any other time in history, combined. There are reports that the world’s population will reach seven billion this week.
The Shrunken Globe
We can send complicated documents across the globe with the press of a thumb. Our ability to share ideas is now instantaneous though some are working on improving that. And we are attempting to digest more content every day than we can ever consume.
So it’s curious when we get stuck with how to reach new customers, find new collaborative partners and share ideas with those who will want to work with us. It has become an embarrassment of riches in a time when patience is scarce.
The Best Social Network
We seem to be able to grow our personal and professional networks on the social web yet the question remains how much human connection is going on. So it is my new mantra to connect on the phone or in person with ten new people every week. If you and I haven't done it yet, let's fix that.
It's time for us to utilize the true power of social media for what they are meant to do - socialize and collaborate for real. Let's stop counting "likes" and Klout scores and get some work done. It's an over used cliche but I believe in you win/I win - not you win/I lose or I win/you lose. This is not about either of us asking for what we're not prepared to reciprocate. Teamwork is required.
So contact me and let’s find a way to utilize all these cool tools to truly connect, compare notes, do some business and help each other. Does that sound like a plan?
Kneale Mann
image credit: youthspeak
September 30, 2011
Millions Of Years Of Social Networking
The Future of NowCenturies from now, humans will be communicating through their transponders imbedded in their mechanically perfected brains about the significance of the social interface contrivance. It will be a new shiny toy. Early adopters will be touting its importance, evangelists will be telling all while the naysayers and late majority will remain skeptical.
There will be much discussion over the fastest and best flying transport vehicles while a strong group of intellectual free thinkers will remain fixed on the importance of connecting on a bionic human level.
Know-It-Alls
Every brief moment in time brings with it people who think they invented it all. We use useless phrases like “in this day and age” as if nothing we are experiencing has happened before us. How arrogant. How shallow of us to actually convince ourselves that we are the chosen ones who unlocked the keys to human communication.
Sure it’s fun to play with the newest gizmo and spout off on the best way to use that thingamajig but let’s remember that almost seven billion of us want the same things – to be safe, to be happy, to be warm, to be fed, to be heard, to be appreciated, to be purposeful. And over a billion of us don't have that choice.
We're Not That Different
I help companies grow. But my passion and fascination from an early age is what makes people do what they do. Social business and human networks have been around since we've been kicking around this giant marble.
So if you’re stuck trying to figure out what your customers want, ask yourself what you want. Talk with them in a human voice. Allow them to truly interact with you and see what happens.
Now where’s my flying car?
Kneale Mann
image credit: istock
September 10, 2011
How Can You Help?
Beyond the Business Card
It's the second question we ask someone after their name - what do you do? I prefer to answer the question - how can I help? In more than 25 years in marketing and media, I have had the unique pleasure and privilege of overseeing the launch of two major market radio stations, working as executive producer of large scale events, consulting media professionals, overseeing promotion and marketing departments, managing multi-level advertising campaigns and assisting companies in the areas of marketing, business development and revenue generation.
We all have tools to choose from but let's not forget to focus on people. Much has been and will be said and written about the social web, we can't forget the human web. When a company is maximizing their internal customer service, their improved external customer service will grow the business.
Business owners and managers may understand that certain tactics and channels will help their business but through research, data and measurement, we can look at outcomes more accurately. Without a strong revenue line, blogging and tweeting isn't enough. Having lots of "likes" on your Facebook group and a lot of page views on your website without commitment to engage your customers won't magically bring in money.
I enjoy assisting business owners and managers with business strategy, marketing communication initiatives and internal customer service to drive revenue.
You may know what you do, but do you know how you help?
Kneale Mann
image credit: rotsu
It's the second question we ask someone after their name - what do you do? I prefer to answer the question - how can I help? In more than 25 years in marketing and media, I have had the unique pleasure and privilege of overseeing the launch of two major market radio stations, working as executive producer of large scale events, consulting media professionals, overseeing promotion and marketing departments, managing multi-level advertising campaigns and assisting companies in the areas of marketing, business development and revenue generation.We all have tools to choose from but let's not forget to focus on people. Much has been and will be said and written about the social web, we can't forget the human web. When a company is maximizing their internal customer service, their improved external customer service will grow the business.
Business owners and managers may understand that certain tactics and channels will help their business but through research, data and measurement, we can look at outcomes more accurately. Without a strong revenue line, blogging and tweeting isn't enough. Having lots of "likes" on your Facebook group and a lot of page views on your website without commitment to engage your customers won't magically bring in money.
I enjoy assisting business owners and managers with business strategy, marketing communication initiatives and internal customer service to drive revenue.
You may know what you do, but do you know how you help?
Kneale Mann
image credit: rotsu
August 16, 2011
Guest Post: Brass Tack Thinking
What I Wish More People Knew About Me
Anyone I meet who claims to be new to the social web is quickly reminded they have been a part of it their entire lives. There has been much talk about the tools we use in accelerating serendipitous relationships but the key factor in all of it is us. Twitter on it's own doesn't do anything. Facebook won’t grow your business by itself. LinkedIn is not a magic pill.
What is crucial as we all try and navigate this busy place called life, is people. Social media are simply human networks and time spent getting to know the humans from across the world can be quite rewarding.
One person I have had the privilege of getting to know over the past few years is Amber Naslund. She is a writer, co-author of The Now Revolution with Jay Baer, a tireless teacher, a curious soul, a speaker and the VP of Social Strategy at Radian6.
Recently, Amber wrote a post entitled What I Wish More People Knew About Me and offered her community the same opportunity to publish their personal thoughts on her website. So I grabbed the nerve and sent her my notes. Thanks Amber! :-)
The post is here
Kneale Mann
image credit: sodahead
What is crucial as we all try and navigate this busy place called life, is people. Social media are simply human networks and time spent getting to know the humans from across the world can be quite rewarding.
One person I have had the privilege of getting to know over the past few years is Amber Naslund. She is a writer, co-author of The Now Revolution with Jay Baer, a tireless teacher, a curious soul, a speaker and the VP of Social Strategy at Radian6.
Recently, Amber wrote a post entitled What I Wish More People Knew About Me and offered her community the same opportunity to publish their personal thoughts on her website. So I grabbed the nerve and sent her my notes. Thanks Amber! :-)
The post is here
Kneale Mann
image credit: sodahead
August 1, 2011
Making Your Company Human
Some call it a midlife or identify crisis but eventually we all go through it. Some go through it several times. This is not about getting to an age where you buy a sports car to rekindle your youth or run off to join the circus.Your Title Does Not Define You
Humans are unique to any other species because we have the ability to reason and can analyze and solve problems. But that constantly gets us into trouble.
Justification for not moving forward on an idea or embracing others' input on a project can always seem to be explained in our clever minds. And this logic infiltrates our businesses, our work spaces and our team environments.
Pride and Measurement
We think we’re so superior because we can solve problems. But one could argue we create more than we solve. We are the only creatures who worry about what if, then and next. We are also the only beings who worry about having a purpose.
We want a legacy, we want our lives to mean something yet we seek approval from everyone but ourselves. If we can’t see it, no amount of awards or money will be enough. Without that feeling in the gut, increasing revenue can only sustain us on its own for a short time.
Think Like the Animals
Dogs do not concern themselves with that incident last July when they didn’t catch the ball on the first bounce. Cats waste no time worrying about your opinion of them. Birds fly void of any concern they’re doing it wrong.
Yet we spend considerable amounts of our precious time worrying about what happened, what’s about to happen and what might happen.
Teamwork is Not Just a Buzzword
Taking your business social absolutely nothing to do with a website This is at the core of business. We are not drones performing sufficient duties to deliver satisfactory results to the revenue line. We are people. We have hopes and fears and dreams and desires. And so do those working with us.
This is not to suggest your company should be a place where everyone holds hands and talks about feelings all day. But if we forget the human part, the business part may remain a challenge.
Making your company human may result in happier humans and a healthier revenue line. You have been warned.
Kneale Mann
image credit: flickr
original post: Jan 2011
June 16, 2011
Creating Urgency and Need
This Weekend Only Until Next WeekendIf you work in the automotive industry, we need to talk. There is no car shortage. Your manager is not out of town. You don’t have just five left on the lot. The balloons, inflatable gorilla and hot dogs for the kids are not enough of an incentive to check the deals this weekend. There is goods news. Some companies discard all that and talk about the experience and don’t need to bark about their tent sale.
Half a Billion Apps for That
We’ve seen the explosion of mobile devices in the last decade. This one’s smaller, this one can fry an egg, this one will send documents to Japan and this one is available in vermillion. We are losing the ability to make eye contact, sit quiet and do nothing. We have to check the mobile device, someone may need us.
You don't text and drive, of course. But look to the car next to you at the next stop light and see if they’re checking their mobile device because something may be urgent. Of course, after you check yours. We are available 24/7 which means if they haven’t returned the email within 48 hours they are either actually busy, the Internet is broken or they are ignoring you.
Smaller Faster Thinner
The processor on this laptop is eighteen thousand times faster than the previous one that was forty-two hundred times faster than the one before that. And we still can’t get the wi-fi to work properly in the restaurant when the client is waiting to see the first draft of the presentation.
They promised that their digital service was lightning fast which lets you update your Facebook status and send a tweet in an instant. Well, except when they’re doing work on the lines which is every second month plus they’re getting a larger number of customers on the system please hold the line sir, can I get your account number and fourteen digit security code.
Please Fasten Your Seat Belt
Flights are delayed because it’s Monday and this exact number of passengers – give or take a few hundred – fly out of La Guardia every week so you can understand why the airlines haven’t accommodated for this usual occurrence. They are just reminding passengers for the 568th time in the last hour to not leave bags unattended. And by the time you snake your way through five security checks. make your way to 11B, the pilot announces the plane is 14th in line for take-off.
To say the world is a busier place today than it was even few years ago in some ways may be a safe assessment but are getting any more done? The social web has created discussions and opinions, naysayers and evangelists, pontificators and spammers. And if you own a business you may be more confused than ever. You want ROI.
How do you balance your impatience for revenue with their impatience quick service?
Kneale Mann
image credit: deltaoptimist
June 14, 2011
The Anatomy of Social Business
Last week, my colleague Mark Schaefer was kind to ask several of his community members to guest on his blog while he was on vacation. Mark knows now to build a community and knew darn well that each of us who guested would end up forming new relationships with each other. This is the post that ran last week on The Anatomy of Social Business. Other guest contributers were: Steven Parker, Eica Allison, Jon Buscall, Margie Clayman, Caroline Di Diego, Leo Widrich and Natasha Gabriel. Thanks Mark!
_______________________________________________
There is increasing discussion these days about developing a “social business.” The vital word to remember in this name is business — real work tied to a bottom line.
The social business doesn’t start or end in the digital space but rather in the human universe. It includes the creation of a true collaborative, two-way exchange that embraces internal and external customer connection and service.
Labels such as social media, social networking, and social marketing are often misused. Social media are a collection of channels. Social networking is interaction between people through myriad digital and human channels. And social marketing embraces many channels to achieve social good. Channels are simply options.
So How Can You Make Your Company Social?
First it requires superior products or services. Creating an environment where it’s fun to work that has nothing to offer clients is a not a business. We can get distracted by the temptations of the social web and allow emotion to rule the day when we use words such as media and social. But without business, it’s a hobby shrouded in theory.
Our customers don’t care how many blog subscribers we have or who visits our YouTube channel. They may ‘like’ our Facebook group but that does not constitute a relationship, yet. They bought our stuff and they expect it to do what we said it would do. So we need an actual business that has customers or the potential of customers before we can build a social business.
Communications and marketing in a social business are not necessarily departments; they are tied to every function everyone does every day. Teamwork in a social business does not consist of butt covering, “good enough,” or that isn’t my job declarations. It embraces an understanding of the strengths of each and every person and how they complement the rest of the team. Building a social business is hard work but can be the single most important tactic you can employ to increase profits.
People Buy Into People
The construction of a social business requires the realization that human beings build the bottom line, not websites or slick messaging. It is also an environment where stakeholders understand we are all suppliers and we are all customers. We all live on both sides of the counter.
Have you ever been to a restaurant where the person serving you seems to have the best job in the world? Think about the last time you met a convenience store clerk who smiled, made eye contact and meant it when they wished you a good day. The little things are often the biggest things that can make your company social.
Different Things Different Results
It begins with the desire to look they do business inside and outside of their organization. It means they may feel uncomfortable for a while but they’ll be in good hands because the goal is to improve, not point fingers or increase workload simply to keep busy.
The clear focus is to create an environment where both stakeholders and customers want to be great and that is how sustained growth is achieved. Building a social business goes well beyond channels and websites.
How do you build a social business?
Kneale Mann
image credit: tutor2u
June 9, 2011
Guest Today in the Grow Community
What a Privilege!
When I first started publishing online, I was torn if I started reading someone’s regular content and they slipped in a guest writer. I had invested in them, not someone else. My view has changed and I know most would only let a colleague guest post for them if there was trust and respect.
I am thrilled that today (June 9th) is my guest appearance on the {grow} blog. Creator Mark Schaefer asked nine of us to fill in while he took his wife on a long overdue and well needed vacation.
You should have Mark’s blog in your rss reader and read it daily. I’d love your thoughts on my post today.
The link is here. Thanks :-)
Kneale Mann
image credit: littlelovefilm
I am thrilled that today (June 9th) is my guest appearance on the {grow} blog. Creator Mark Schaefer asked nine of us to fill in while he took his wife on a long overdue and well needed vacation.
You should have Mark’s blog in your rss reader and read it daily. I’d love your thoughts on my post today.
The link is here. Thanks :-)
Kneale Mann
image credit: littlelovefilm
June 3, 2011
Connecting the Social Consumer
Do you know their opinion?
There is a ton of content and discussion about the social consumer. She has a tablet and a smartphone. He buys stuff online with one thumb tied behind his back. She actually knows all of her 247 Facebook friends. And if you stopped and asked him how he navigates the digital landscape, he might reply with something insightful like, “I don’t think about it”. And companies desperately want her.
He/she is not one person yet far too many companies continue to attempt the homogenized approach to outbound marketing. We need to pay closer attention to our own behaviour when designing messages that we want to use to attract customers.
They is us and We is them
Discussions began a decade ago when the advertising and marketing world began to realize that their slick messaging wasn’t passing the lips and down the throat as easily to a certain segment of the population. This is no longer a group that can be ignored.
The social consumer was often dismissed as a group of tech savvy kids. That is simply not true and it is dangerous thinking. The social consumer is my 74 year old dad and my 25 year old niece. This is a behavioral conversation. We reside on both sides of the counter. I provide you with products and services and you do the same for me. The counter may be a website, smartphone app, blog, tweet, wiki, Facebook wall entry or what some call "stuff we do in real life".
Four out of five dentists recommend
After years of conducting mind numbing focus groups, callout research and group discussions, I can safely say we lie, or perhaps better stated, we stretch the truth when asked our opinion. We mean to be truthful but often have trouble remembering what we had for lunch. So when asked how many servings of vegetables participants have in an average week, they may respond with a slightly higher number than reality while lowering the number if the inquiry is about servings of alcohol.
Eckhart Tolle says the past is our impression of what may have happened. The social consumer is too busy creating their own experience to count beers and broccoli.
Survey says
We can now capture information from stuff that is actually happening versus our collective recall as with the focus group strategy. Nothing is 100% accurate but placing your hands over your ears and eyes and hoping it will go away is unwise strategy. A decade ago you may have been able to do that, it is not a theory anymore. We are all becoming the social consumer whether you believe it or not.
There are free tools and proprietary solutions such as analytics and digital audits that can help manage the data. The ideal situation is a combination of both. Excuses like "we don't have time" or "we don't see the value" are no longer good enough.
Are you investing in your social consumer?
Kneale Mann
image credit: gartner
There is a ton of content and discussion about the social consumer. She has a tablet and a smartphone. He buys stuff online with one thumb tied behind his back. She actually knows all of her 247 Facebook friends. And if you stopped and asked him how he navigates the digital landscape, he might reply with something insightful like, “I don’t think about it”. And companies desperately want her. He/she is not one person yet far too many companies continue to attempt the homogenized approach to outbound marketing. We need to pay closer attention to our own behaviour when designing messages that we want to use to attract customers.
They is us and We is them
Discussions began a decade ago when the advertising and marketing world began to realize that their slick messaging wasn’t passing the lips and down the throat as easily to a certain segment of the population. This is no longer a group that can be ignored.
The social consumer was often dismissed as a group of tech savvy kids. That is simply not true and it is dangerous thinking. The social consumer is my 74 year old dad and my 25 year old niece. This is a behavioral conversation. We reside on both sides of the counter. I provide you with products and services and you do the same for me. The counter may be a website, smartphone app, blog, tweet, wiki, Facebook wall entry or what some call "stuff we do in real life".
Four out of five dentists recommend
After years of conducting mind numbing focus groups, callout research and group discussions, I can safely say we lie, or perhaps better stated, we stretch the truth when asked our opinion. We mean to be truthful but often have trouble remembering what we had for lunch. So when asked how many servings of vegetables participants have in an average week, they may respond with a slightly higher number than reality while lowering the number if the inquiry is about servings of alcohol.
Eckhart Tolle says the past is our impression of what may have happened. The social consumer is too busy creating their own experience to count beers and broccoli.
Survey says
We can now capture information from stuff that is actually happening versus our collective recall as with the focus group strategy. Nothing is 100% accurate but placing your hands over your ears and eyes and hoping it will go away is unwise strategy. A decade ago you may have been able to do that, it is not a theory anymore. We are all becoming the social consumer whether you believe it or not.
There are free tools and proprietary solutions such as analytics and digital audits that can help manage the data. The ideal situation is a combination of both. Excuses like "we don't have time" or "we don't see the value" are no longer good enough.
Are you investing in your social consumer?
Kneale Mann
image credit: gartner
June 1, 2011
One Question
"Life is what happens while you're busy making other plans."
John Lennon
We work thousands of hours each year. Life gets busy. There are deadlines and meetings, commitments and activities. Someday becomes part of our daily routine. We plan for the future, we look forward to a time when we'll have more time or money.
Then suddenly another decade is gone. And no matter how much time or money we spend, we cannot change the past. That is what is going on in each of us, in each of the people in our organization, in each of our clients. That is what is happening with everyone you meet on Twitter, in the grocery store, at that business function, in your company. They are your family members and customers. None of us escapes it.
Filmmaker Kamil Krolak asked one question, the same question, to fifty people. What's your answer?
Kneale Mann
video credit: Kamil Films
John Lennon
We work thousands of hours each year. Life gets busy. There are deadlines and meetings, commitments and activities. Someday becomes part of our daily routine. We plan for the future, we look forward to a time when we'll have more time or money.
Then suddenly another decade is gone. And no matter how much time or money we spend, we cannot change the past. That is what is going on in each of us, in each of the people in our organization, in each of our clients. That is what is happening with everyone you meet on Twitter, in the grocery store, at that business function, in your company. They are your family members and customers. None of us escapes it.
Filmmaker Kamil Krolak asked one question, the same question, to fifty people. What's your answer?
Kneale Mann
video credit: Kamil Films
May 31, 2011
Is Your Company Socialized?
The Ever-Growing To-Do ListWe could probably theorize for the next five years about what channels work best, who knows more, what blog templates are most effective, how to maximize your search results and a long list of things we are all supposed to care about these days.
Last week, the internet connection went down in my office for three hours. I called my provider and in fact there was a problem in the area of my office. It got me thinking how reliant we are on technology. How reliant are we on each other?
Technology meets Human Collaboration
Next week, I have the privilege of writing a guest post for Mark Schaefer. His Grow Community is growing in leaps and I am honoured he asked me to help out. I decided to write about a passion of mine and that is building social business. I will make note of the guest post here as well.
This is a collective out of Copenhagen called Leader Lab which is doing fascinating work in the area of social business.
Kneale Mann
visual credit: leaderlab
