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My Home Depot: The Go-Getters Guide to a Remarkable Experience

Customers don’t care what you do. They only care what they are left with after you’ve done it. Do you notice the customer experience you receive at a business you frequently visit? With most customers, the answer is yes if the experience is bad. The extreme endpoint of the service experience. Occasionally, however, customers make note of a customer experience design that is just average. And average experiences won’t help your business, will they? So businesses should be continually looking to improve customer experience, yes? I often take note of my home depot customer experience design and think about the changes I would make if I was in charge. This blog is a discussion of how my wife and I would improve my Home Depot customer experience.
my home depot
My home depot.
Check out our thoughts on customer focus.
We often get questions and comments on delivering great customer service and experiences. They are from both clients directly and customers commenting on our blog.
Many relate to customer service actions that are reminders of what we already know (but we occasionally forget).
These are big enablers of customer service. They usually won’t create Wow service on their own, but their absence is noted by customers and lowers excellent customer service to just good enough or less.
See our article on  Client Satisfaction …10 Secrets to Improve Customer Experience
What are the ways this Home Depot was just average in its customer experience design? Consider Home Depot’s explicit operations and design:
 
saving you time
Are they saving you time?

Saving you time

One of the most important needs of most customers is time … no one ever has enough and if you are a customer like me, you hate waiting for service in anything.
There two big-time wasters at the Home Depot.
The first is trying to find what you are looking for. This is almost always an issue for us.
Usually, when we ask directions we get a prompt answer to an aisle, which certainly shortens the search, but not enough in our mind.
The second is trying to find someone to help you. That also includes someone who can handle 90% of the answers. That rarely happens on the first try.
 

My Home Depot  … show the value

In their store, as well as on their website, you can never find product value statements or recommendations. If you want recommendations on the best value you must ask.
And when you do, you rarely get a convincing answer. No real unique selling points for the store as a whole, at least that was obvious to us.

 

 Store to web site integration

I visit Home Depot quite often and use their website even more frequently. In all those visits, I have been shown a terminal where the customer actually used it to answer my question only once.
My bet is that there only 2-3 computers in the entire store where a customer clerk could look online to get information and answers on products. And service for products is even a bigger issue. An area where small changes could provide big improvements

 

Customer education

 Home Depot used to do a decent job in educating their Do-It-Yourself customers by adding a learning center in both the store and online.
The online service is still better than average, but again, they could do a lot more by integrating online and in-store customer education.
Many of the employees are just clerks and know very little about products and do it yourself activities. 

  

My Home Depot … lots of help and directions 

All stage employees should be encouraged to be ‘assertively friendly’.  They should seek out those who look like they need help before they come looking for help.
But this rarely if ever happens.
The Home Depot stores are very large and directions can be confusing. The last thing customers need is to not be able to find what they are looking for. As a result, signs have to be super easy to navigate and offer simple ways to get from one place to another.
Wouldn’t it be easy to create store maps to give to customers in need?
Apparently not so easy.

 

Take nothing for granted

Don’t take a customer’s loyalty for granted, especially when dealing with first-time shoppers. The key to customer loyalty is not just by providing a quality service or product, but how you service and support it.
Meeting customer expectations in a first sale may not be enough. First-time buyers want to know you care.  For loyalty to endure, it must be noticed and acknowledged.
That means some top-notch unique actions on behalf of customers. Have you ever received any of these? We have not.
Again, Home Depot signals that they are happy with an average customer experience.

 

 

product choices
Your product choices?

Product choices

Have you ever been into a store that has more product options? I am not talking about product sizes here.
I am talking about different brands that do basically the same thing.
And that is not a customer benefit, because too many choices make decisions much more difficult, especially when Home Depot employees can’t tell you which product is best.

  

Stand tall on customer issues

Being a customer advocate is often tough for many businesses. Many overcome this by defining a customer bill of rights and displaying in the store and online.
No way to not follow these as they are predominantly displayed. Ever seen one at Home Depot? Nope, not us. But certainly at other brands.

 

 Build trust

When you save your customer time, deliver quality service, stand tall on customer issues, and always show your value, you definitely build trust.
And trust is the basis of great customer relationships and follow-on business.
A definite win-win.

  

Looking for customer feedback

As customers both my wife and I like to have a business seek out our opinions.
Shows they care. On the flip side, if a business never asks, or has no way to solicit suggestions, it shows they don’t care very much.
Where do you think Home Depot falls on this spectrum?

 

Immerse customers in brand 

At many businesses, you can look in any direction and see the branding all around. And we are not talking abound simple brand identity here.
We are talking about things that remind customers about things the brand believes in, or stands for, in the store or online.
It works to surround you with the customer experience at every moment.
Home Depot can do more to stand out in this area, much more.

 

Customer experience design certainly should show how much a business appreciates the importance of customers, shouldn’t it? It’s a culture they seem proud to stand behind.
Companies that are proactively managing all elements of their customer experiences are most successful in achieving customer loyalty.
 
Customer experience actions that are remarkable get talked about. And getting talked about in this light is a great thing, right?
No question. So ignoring well-known customer experience annoyances is a big no-no.
Here’s the thing, customer experience design isn’t just a new way of marketing, it’s really a new way of running a business. Many businesses certainly have figured this out and are using customer experience to rapidly grow their business.
Home Depot needs to better understand this concept.
Related post: Random Acts of Kindness for Customer Experience Improvements

Summary

 

Remember one simple thing here: all employees need to view themselves as customer advocates, period.
Customer service actions that are remarkable get talked about. And getting talked about in this light is a great thing, right?
No question.
customer_experience_design
 
Do you have a lesson about making your customer experience better you can share with this community? Have any questions or comments to add in the section below?
  
Need some help in building better customer trust from your customer engagement? Creative ideas to help grow your customer relationships?
 
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job and pay for results.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
Test. Learn. Improve. Repeat.
Are you devoting enough energy to improving your continuous learning for yourself and your team?
 
Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
  
More reading on customer experience from our Library:
Customer Orientation … the Worst Customer Experience Mistakes
Customer Experience Optimization … 10 Employee Actions that Lower It
Building a Customer Experience Strategy for Business Success
10 Ways to Employ Customer Experience for Influence
 
Like this short blog? Follow Digital Spark Marketing on LinkedIn or add us to your circles for 3-4 short, interesting blogs, stories per week.
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Easy Ways to Find and Keep Your Best Customers

Starting a business isn’t always easy, but if you find that you don’t quite fit in the corporate world or don’t want to be boxed into a 9-to-5 schedule, entrepreneurship is a great choice. But as with all things, the first steps are the hardest. Even if you are the best in your industry, selling yourself – which is a necessity as a small business owner – can be intimidating. Once you’ve acquired those first customers, you’ll be more confident and can work to keep your best customers.
keep your best customers
Keep your best customers.

Start social

One of the first things you can do to get your name into the public spotlight is to go social. Sites like Twitter, Instagram, and Facebook already have an audience, and you can target potential customers based on your preferred demographics.
CoSchedule explains that social media provides a platform upon which to create brand recognition and to get to know your customers. In addition to interacting with buyers and potential buyers, your social media accounts are a great way to promote contests and special offers.
Take steps to ensure your branding remains consistent across your social profiles, business web design, and other marketing materials.

Become a chameleon

Change is good. Keep that thought in your mind as you learn how to adapt your business to your customer base. Their taste will change, and you will have to learn how to react to these needs, much like a chameleon adapts to his environment to stay alive.
If you sell clothing, for instance, change or inventory up each season, and make sure to stay abreast of emerging fashion trends. Many wholesale clothing distributors even offer drop shipping options, so you aren’t stuck with last season’s products that you’ll have to sell at a loss.
customer retention tactics
Customer retention tactics.
You can also keep your customers happy by providing a selection of complimentary items that fit the theme of your business. In the clothing retailer example above, you might sell trendy jewelry in the summer and infinity scarves in the fall.

 

Expand and accelerate

As you continue to broaden your product line or service offerings, you’ll get a clearer picture of what your customers want. If you find their demands exceed what you are capable of offering with your current budget, you may be able to get a financial boost via crowdfunding.
Fundera asserts that offering your potential investors (your previously satisfied customers) incentives may encourage more donors to put their money into your business. Crowdfunding is a viable option for small businesses since it gives your customers a chance to weigh in on what you offer. It further allows you to take advantage of social media to appeal directly to your future benefactors.
Giving your customers a voice and rewards for supporting your endeavors is a great way to build loyalty for life.

Building Innovation

identifying best customers
Are you identifying the best customers?

Keep up with customer service

More than anything, do what you say. If you promise your customers a new style of swimsuit for summer, make sure it’s available in time for spring break.
If you truly want to keep customers for a lifetime, you will have to provide exceptional service with each order and interaction. When you make a mistake, admit it and take steps to rectify your actions.
Remember that customer service can literally make or break your business. Referral programs, repeat buyer perks, and small “thank you” notes or gifts are other ways to provide excellent service and strengthen the relationship between you and your customers.
There is no one-size-fits-all master plan for managing a business. For many, it’s a matter of trial and error. However, by meeting your customers’ needs and providing consistent service, you put yourself in a much better position to keep your current customers happy while building your client base.
More reading on mentoring from Digital Spark Marketing’s Library:
Remarkable Lessons in Motivation Steve Jobs Taught Me
How to Create Honest Employee Trust and Empowerment
The Story and Zen of Getting Things Done
10 Positive Thinking Ideas from Peers and Mentors
 
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16 Ideas Neil Patel Uses for Storytelling and Story Marketing Tips

Neil Patel uses for storytelling
Are you using storytelling for marketing?
You have to understand, my dears, that the shortest distance between truth and a human being is a story. Awesome quote from Anthony de Mello, isn’t it? Neil Patel uses for storytelling marketing ideas.
While most ideas lead to nothing, some create enormous value. Calculus, the theory of evolution and the telephone made our lives better no matter who came up with them first. That’s not because of the idea itself, but what was built on top of it. Ideas only create a better future when they mix with other ideas. Innovation, to a large degree, in combination.
The stories of Alexander Fleming and Jim Allison are instructive. In Fleming’s case, it was scientists at another lab that picked up the initial idea and did the work to make it into a useful cure. Then they went to America to work with other labs and, eventually, pharmaceutical companies to do the work needed to go from milliliters in the lab to metric tons in the real world.
Like to hear a great story? How about telling stories? Employ marketing tips for stories and storytelling to rapidly spread ideas.
That is an important reason story and storytelling are your best assets.
Certainly, you have noticed the tremendous abundance of marketing strategy choices in the marketplace today. No needs go wanting, do they?
Consumers have everything they need and therefore their decisions are based on what they want. And what they want is driven by what they believe.
Related post: The Zen of Winning the Battle of the Content Plan
Great storytelling and stories are a very integral part of being persuasive. If you want to persuade your customers and create a memorable experience at the same time, you must master the psychology of storytelling.
 

Understanding stories and storytelling

Here are some story/storytelling characteristics that are useful in understanding this marketing technique:
Are authentic and people should never question this
They make a promise that has some meaning to the community
Are targeted to a particular community
They make subtle points … and are not overwhelming
They are a trusted marketing tool
Stories and storytelling appeal to our senses and not to logic
And most importantly they are told with the heart to appeal to emotions
 

Why stories and storytelling?

Facts often can be boring and overwhelming, can’t they? Stories, though, not nearly as much. They are much easier to understand and much more entertaining.
Therefore they are much better at spreading ideas.
Facts are meaningless without a contextual story. Don’t tell facts to influence, tell stories.
The more you improve storytelling, the more your influence increases… it is as simple as that.
Stories make it easier for people to understand. They are the best way, by far, to spread your ideas.
Especially when there is a large competition for people’s attention.
 

Neil Patel uses for storytelling … elements of stories

Here are some perfect examples of the elements of stories:

The point

The Wizard of Oz

Every story should have a point. How often have we been regaled with high drama and intricate detail, only to have no payoff?
Most of us have seen The Wizard of Oz and can sing out in unison Dorothy’s final words in the story, “There’s no place like home.”
Without that, and without her realization of what she values, her adventures are all for naught. Make sure you have a payoff in your own stories.

A dramatic question

 

Raiders of the Lost Ark

“Will Indiana find the Ark before the Nazis get it?” is the conflict of the entire story. Once that question is answered, the story ends. But wait: there’s more. A great answer to a dramatic question can have an ironic twist.
The answer usually is not merely, “Yes.” Instead, it’s, “Well, yes…but…” In Raiders the answer is “Yes, but the Ark contains inconceivable power…more than we care to handle.”
The final shot reveals the Ark stored inconspicuously in a massive warehouse. The irony is complete. You should develop stories with both dramatic questions and ironic twists if possible.

Content that includes emotion

 Apollo 13

The first time I saw Apollo 13 I was on the edge of my seat asking the question: “Will they make it back?” On the edge of my seat, I watched as the characters struggled, toiled, prayed to get the astronauts home.
Then I took a step back…:”Wait. I was there when this really happened. They make it back!” So what compels me to watch the remainder of this film every time it comes on? Ron Howard has the uncanny ability to make the audience care about what happens to the characters.
Whether it is through the riveting soundtrack, poignant conversations between husband and wife, or struggles between colleagues, we care.
Create stories that cause us to feel, to empathize, and to understand is critical. Emotion should be created in every facet of the story: words, images, voice, and music. That should be your objective.

Set a pace

 Lord of the Rings

Notice any emotional scene between Frodo and Sam, or characters that have romantic connections in the Lord of the Rings?
In this story shots are long in duration, the movement is subtle, and the soundtrack is smooth and peaceful.
Contrast that with the epic battle scenes: shots are quick with no transitions, quick zooms and sweeping panoramas of the battlefield dominate the scene, and the music: as powerful and relentless as the battle itself.
All of the elements come together to develop a consistent pace or rhythm of the scene, don’t they?
At times, however, an intentional contrast can achieve a great effect. Why would a director deliberately use slow motion and cut out the soundtrack at a particular point in a battle scene?
To draw attention, of course.

 

gift of voice
The gift of voice.

Gift of voice

 Stand By Me

Often times, people become reluctant about recording their voice for others to hear. Voice-over personalizes a story to an intimate level.
The narration of Richard Dreyfus as the adult Gordy LeChance, in the movie Stand By Me, adds a nostalgic tone of reminiscence to a bygone era.
Clearly, voice impacts emotional content as well.

6 Best Examples of Marketing Storytelling

Less is more economy

 Master Card “Badger” commercials

This is where the mantra, “Less is More” comes out. No one needs to be a more economical storyteller than commercial writers. The entire process must be completed in no more than 30 seconds in most cases.
The old Master Card commercials about the hard-luck dog badger attempting to get home are masterpieces of the economy.
Make your objective to use fewer images and words to convey meaning. This technique can pay big dividends.
powerful soundtrack
Use a powerful soundtrack.

Powerful soundtrack

 Jaws

Need I say more about the impact of the trademark “Da-dum. da-dum da-dum.” Don’t leave the soundtrack to an afterthought.
Its choice can make a huge impact. Choose the soundtrack as instrumental music in lieu of lyrical.

Neil Patel uses for storytelling … storytelling  how to’s

How do you make your ideas more compelling? Even if your message is true and important, it’s hard to reach a general audience with facts alone.
Tell awesome stories that are memorable – stories have the power to captivate and inspire people, from high school students, busy parents, or even members of Congress.
Awesome stories surprise us. They have compelling characters. They make us think, make us feel.
They stick in our minds and help us remember ideas and concepts in a way that numbers and text on a slide with a bar graph don’t.
Stories make presentations better. Stories make ideas sticky. They help us persuade.
Savvy leaders tell stories to inspire us, motivate us. (That’s why so many politicians tell stories in their speeches.)
They realize that “what you say” is often moot compared to “how you say it.”
 Here are 14 steps we recommend to create and tell an awesome story:
  

Step 1 Engage your audience

Your audience needs something to do. They need a reason to be there, listening. Stories, when properly practiced, pull people into a dialogue.
It’s about engagement and interaction. The audience is just as an active a participant as the storyteller.
Ask the audience to think back to early passions and interests and bundle the story with specific experiences.
Show them this is important, this is remarkable and you are a part of it.

Step 2 Make the audience care

Whenever I am fortunate enough to see and listen to remarkable stories being told ‘live’  in action, I am struck by their power to pull listeners in, much like a gravitational force that’s impossible to resist.
The best way to pull your audience in is to make them care … emotionally, intellectually, aesthetically.
But how do you make the audience care? This is the most fundamental question of all. There is no single answer.
One important answer is having empathy for your audience and trying to craft your story and design your content always with the audience in mind.
Stories in all their many forms are never just about transferring information alone. We are emotional beings, like it or not, and to make the audience care enough to listen to you, you have to evoke in them some kind of emotion.
See our article on the Guinness storytelling strategy in this regard. 
 

Step 3 Explain why the story matters

Make it clear to your audience why what we were seeing and hearing matters. Even if it is not always explicitly stated, the message should be clear.
It is hard to choose just one element that a successful story must have, but if I had to choose just one, I’d say it is this:
Show clearly why your topic — or result, cause, mission, etc. — matters. What are the big picture and our place in that picture?
Pixar’s Andrew Stanton said something very similar when he identified the most important element of storytelling as ‘make me care’.
You must make the audience care. And you must let them know clearly why it matters.
 

Step 4 Make a promise

Very early on you need to get the audience to believe that this story is going to go somewhere, and that it will be worth their time.
The secret is a well told promise about the upcoming story.

 

Step 5 Construct anticipation

In a great story, the audience wants to know what happens next and most of all how it all concludes.
In an explanatory narrative, a series of actions can establish a narrative flow and the sense of journey that is created is one form of anticipation of what comes next.
Instead, a good story allows each member of the audience to interpret the story as he or she understands the action.
This is why people find good stories so appealing and why they find advertising that simply conveys facts and information boring.

 

Step 6 Spark their curiosity

Your goal is to tell stories in an opening, an aperture of excitement. Ignite the fires of curiosity that will live within us all.
It’s a celebration of human curiosity and it matters to who and what we are. You don’t have to beat people over the head with your message, nor do you need to always make your message painfully obvious.
This is not about being vague or unclear, but it is about letting the audience work on their own a little to figure things out by creating some curiosity.
That’s one of your jobs as a storyteller. We’re born problem solvers. We’re compelled to deduce and to deduct, because that’s what we do in real life.
It’s this well-organized absence of information that draws us in.

 

Step 7 Touch audiences with an emotional connection

The Google Reunion story  is about as emotional as it gets.
Stories like this provide a chance to experience a variety of emotions without the risk of those emotions themselves.
Emotions like wonder, fear, courage, or love can be tested out in the minds of those as they listen to a story. You may remember the feelings of emotions which can trigger memories or create resolve as a result of hearing such stories.
The experience of hearing stories can awaken portions of emotional lives that may have lain dormant or have not yet been explored.
Be dynamic with your stories like Google was in this story. Nothing is more important to narrative content than imagination, so give vivid descriptions and use emotional hooks and humor to get people fully engaged.
This story definitely engages us, doesn’t it? Be creative, not only with words and images, but also with the methods you use to convey them.
Like the music as well as the messages.
 

Step 8 Talk about memorable human interest

Storytelling is largely an act of curation. The greats detect stories as they move through life and then pull them together in ways that make us stop and think.

 

Step 9 Make it personal

Well-told stories can help us to learn about other cultures, ideas and ways of thinking. They can provide opportunities to know how past generations responded to challenges.
They can also let us know how new generations are encountering and dealing with similar opportunities or the new challenges they face.
Use a creative story that builds on some big forces such as politics, religion, geography, nationalism.
If you really listen to your customers, you can leverage their stories to drive your creativity.

 

Step 10 Trigger a question

Good storytelling causes the audience to ask questions as your narrative progresses.
As the storyteller, you can ask questions directly, but often a more interesting approach is to present the material in a way that triggers the audience to come up with the questions themselves.
And yet we must not be afraid to leave some questions unanswered.
When we think of a story we may think of clear conclusions and neat, clear endings, but reality can be quite a bit more complicated than that.
There are an infinite amount of mysteries to ponder and puzzles to be solved. Many observations cannot (yet) be explained, but that is OK. This is what keeps us going forward.

Step 11 Emphasize the visual

 “Show the readers everything, tell them nothing.” – Ernest Hemingway
Here visual does not mean only the use of graphics such as photography, video, animations, visualizations of data, and so on.
Visual also means helping the audience to clearly “see” your ideas through your use of descriptive language, through the use of concrete examples, and by the power and simplicity of metaphor.

 

Step 12 Make the tough choices about inclusion and exclusion

Whether you have 5-minutes, 18-minutes, or an all-day seminar in which to tell your story, it is never enough time to tell all that you know or to share everything in as much detail as possible.
Time can be a real obstacle, but it’s also a great enabler if you are willing and able to put in the time to think long and hard about what’s the most important and what’s less important for reaching your audience in a way that is honest, informative, and engaging.
You can’t include all that you know or all that there is to say. The secret is in knowing what to leave out.
This is not easy. Balance is key.

  

Step 13 Story is about change

We’re all learning all the time. And that’s why change is fundamental in a story. Remember, life is never static.
Think of change in two ways. First, the content of every good presentation or story addresses a change or some kind.
Second, an effective presentation or a story told well will create a change in the audience.
Don’t let the only change you create be in your audience be the change from wakefulness to sleep.

  

Step 14 Show a sense for the future

A good story is a mix of logic, data, emotion, and inspiration. We usually do fine with the logic and data part, but fail on the emotional and inspirational end.
Certainly, we need to infuse a bit of the future into our talks to inspire people to make a change.
Most importantly, a good story should not end when the speaker sits down or the class comes to an end.
Related post: 9 Ways Subway Blew a Direct Response to Social Comment

Neil Patel uses for storytelling … secrets of success

To be most successful, stories and storytelling must play to these secrets:
They must reinforce existing popular views.
Call attention to something new.
Focus on first impressions.
Tell only what YOU believe.
 Be authentic.

Key takeaways

Great storytelling and stories are a very integral part of being persuasive. If you want to persuade your customers and create a memorable experience at the same time, you must master the psychology of storytelling.
Give them a try today.
content writer
Need some help in capturing more customers from your social media marketing or advertising? Creative ideas to help the differentiation with your customers?
  
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
 
Test. Learn. Improve. Repeat.
 
Are you devoting enough energy to innovating your social media strategy?
 
Do you have a lesson about making your social media better you can share with this community? Have any questions or comments to add in the section below?
  
Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
More reading on social media marketing and advertising from Digital Spark Marketing’s Library:
20 Recommendations on How to Promote Your Blog
Like this short blog? Follow Digital Spark Marketing on LinkedIn or add us to your circles for 3-4 short, interesting blogs, stories per week.
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8 Things Steve Jobs Would Know About Your Social Media Engagement

Edwin Schlosser once said: The skill of writing is to create a context in which other people can think. The more success you have with customer engagement, either online or off, the better your understanding of their needs and priorities. That is something Steve Jobs would know. Having the best customer insights makes it much easier for you to define your next moves and social media engagement as well as improve your odds of success.
Steve Jobs would know
Employ social media engagement.
I was recently sent a copy of KPMG Nunwood’s report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.
How do you achieve relationship status with your customers? Do you know which moments matter most to them? And which are moments of failure?
Related post: The Zen of Winning the Battle of the Content Plan
When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term “relationship” when it comes to customers, but let’s just use Merriam-Webster’s definition, which tones things down a little: the way in which two or more people, groups, countries, etc., talk to, behave toward, and deal with each other; the way in which two or more people or things are connected.
That connection is what I’m referring to. We want to connect with our customers, not just transact with them. Relationships take time and work, every day; the focus and the desire to keep the relationship alive and strong should never stop because, when it does, the relationship will end. The connection is gone.
It has been said that to be a success in social media engagement you must be useful or entertaining (or hopefully both).  Have you ever seen the videos of Steve Jobs with his media presentations on Apple’s new product announcements? I am a big fan, I admit … but you don’t have to be a fan to recognize the genius in his presentation. They are simple, useful and, most of all, entertaining. They are something Steve Jobs would know.
Let’s examine the strengths of these presentations and apply them to improve your content marketing. Remember … the objective of your content is to create a context in which your audience can think:
focus on dreams
Focus on dreams.

Steve Jobs would know … focus on dreams, not products

it is the end state customer utility that counts most

 

Social media engagement … create ‘Holy Smokes’ moments

grab immediate attention with your title and lead paragraph sentences
 

Use heroes, villains, and drama

tell a story to communicate your content whenever possible. Stories do a good job of giving a meaning that can be remembered

 

Steve Jobs would know … stick to the rule of 3

focus on no more than 3 key messages
think simple
You must think simple.

 

Social media engagement … think simple

communicate with simple words and messages for a broad audience

 

Rely on visual messages

use images to convey your messages and re-enforce with words

Winning New Customers: Ideas You Should Use To Supercharge Growth

 

Create Twitter-friendly key points and messages

more on the simple theme with rich keywords

 

Steve Jobs would know … share the stage

collaborate and test your content and editing with others both inside and outside your business. Do include key customer advocates
To conclude, let me give you two excellent examples, one from the Marriott hotel and one from JetBlue Airline.

 

Marriott customer engagement example

I stayed in a new Marriott Courtyard hotel a while back. The situation was that it was recently opened and should not have been opened until the problems were worked out and management was ready. There were many problems, believe me, and it started as a significant customer failure.
But not only did the staff take care of the issues for me, the manager, once he got me back to ‘even’, continued to build the relationship with me. His techniques included exceptional, personalized service … using my name in face-to-face greetings, and continued follow-up and attention to detail.  He actually made me believe I was the best customer he had ever had. Not only did I forget about the earlier problems, but I was feeling great about the entire three-day experience.
Service recovery requires remaining with your customer, through follow-up, and through unexpected contact well after the issue. All customers deserve our best service … but the ones that have a negative experience represent an opportunity to define a business.
Such an opportunity represents an opportunity to turn customers into enthusiasts and maybe even advocates. And that requires going beyond the ‘break-even’ point for that customer.
Research has shown time and time again that customers who reported a problem and were delighted with the outcome have higher satisfaction with the business than the ones who never experienced a problem. So these results show the importance of turning customer failure into full customer recovery.
My perspective:
Why should any company not want to seize such an opportunity?
Try it … the next time you have a customer who has had a back experience with your business. You will be amazed at the results.

 

Steve Jobs would know … JetBlue customer engagement example

This is a story of JetBlue’s customer engagement strategy built on its employee empowerment culture.  I experienced it first hand and was duly impressed.
The story started a while back while I was sitting on the runway in Orlando as my homeward-bound Jet Blue flight was about to taxi toward takeoff. Like just about every other flight that hadn’t already been canceled that day on the Eastern seaboard, ours was a couple of hours late departing.  The lead flight attendant gets on the P.A. system and says something very close to:
Ladies and Gentlemen, we know we’re late taking off, and even though it’s the weather and not something we caused, we’re going to comp everybody movies for this flight. We know you’ve all had a long day and we want it to end with something nice and relaxing. And for those of you who were supposed to be on the Continental flight and ended up here, we don’t ever want you to go back.
The mood on the flight which could have been a rather dreary late evening affair took an immediate upswing. People joked and smiled and made eye contact.  They were noticeably brighter and calmer as the flight progressed.  And I’m writing about the experience today and business travelers are reading about it.
What enabled this relatively small act of kindness and allowed it to become a major brand statement? Midflight, I went to the back of the plane and asked. I wanted to know the policy that allowed a flight attendant to make such a call.
We’re allowed to make almost any decision,  the flight attendant explained, as long as we can justify it on the basis of one of the airline’s five core values: Safety, Caring, Integrity, Fun or Passion. If we can tie doing something back to one of these principles, the decision is going to be supported by the company.
My perspective:
What JetBlue is saying to its employees … if you act in support of the values that really matter to our business, we want you to take risks in order to care for our customers.
This is a very simple concept, eh? But how many of us put such a thing into practice with our own people? Sit down today with your employees and do what Jet Blue did. Start building your employee empowerment culture today.

 

The bottom line

To be effective in this new era, we as marketers need to see our jobs differently. No more just focusing on metrics like clicks, video views or social media shares. We must successfully integrate our function with other business functions to create entire brand experiences that serve the customer all the way through their experiences throughout the business.
We can do better. Much better. But first, we need to stop seeing ourselves as crafters of clever brand messages and become creators of positive brand experiences.
There can never be enough focus on continuous improvement in brand marketing, independent of how well the business is doing. It seems we are all looking to take their success to a new level. This is an excellent time to make a statement about their brand marketing. Changing before you have to is always a good idea.
awesome content
 
 
Lots that we can apply from these eight lessons, isn’t there?
Please share an example or experience from your story vault.
 
Need some help in capturing more customers from your social media marketing or advertising? Creative ideas to help the differentiation with your customers?
  
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
 
Test. Learn. Improve. Repeat.
 
Are you devoting enough energy to innovating your social media strategy?
 
Do you have a lesson about making your social media better you can share with this community? Have any questions or comments to add in the section below?
  
Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
More reading on social media marketing and advertising from Digital Spark Marketing’s Library:
20 Recommendations on How to Promote Your Blog
Like this short blog? Follow Digital Spark Marketing on LinkedIn or add us to your circles for 3-4 short, interesting blogs, stories per week.
Featured

Creative Leaders: 9 Success Enablers You Must Develop

When your intuition is roaring, follow it. Do you often follow your intuition? Do you consider it a success enabler of highly creative leaders? Let’s investigate what these success enablers are.
creative leaders
Creative leaders.
Check out our thoughts on team leverage.
There is a wide consensus in industry and academia that creativity is a key requisite to master today’s business challenges. A recent CEO survey by IBM showed that creativity is the number one requirement of today’s managers for the next years to come.
To be creative under time pressure, however, is not an easy task. Ideas are often the result of insights or come about through the long incubation and development of dispersed insights. Yet in business contexts, idea generation must work ad-hoc, on-demand and often in group contexts, as diverse and distributed knowledge is needed to solve problems creatively.
Related: The Zen of Abraham Lincolns Leadership Lessons
To facilitate such instant creative idea sessions, various creativity techniques have been developed over the last decades. These techniques are supposed to help professionals be more creative and generate novel and feasible ideas, either individually or in teams.
Still, numerous scientific evaluations show that the most widely used method in business today, brainstorming, is not necessarily an effective tool. Participants may think too far out of the box so that their ideas cannot really be put to use, as they are not sufficiently related to the problem at hand.
Based on experience we have defined 9 success enablers of highly creative leaders, as discussed below:
 

Creative leaders … committed senior leadership

Leadership depends on senior leadership for support. Even more so when you add creativity to the equation. This support helps remove barriers to enhance organizational creativity.
While the truly inspired and creative may break through the barriers to success, an environment where help supports organizational creativity may reap benefits from many surprising sources and not just the Einstein’s of the world. All leaders own the role to remove barriers.

 

Examples of creative leaders … building a community

We all need to find people that have common interests and thinking. Connecting to others helps us uncover phenomena, patterns, and solutions more quickly— and in ways, we might not imagine on our own.
Additionally, creative ideas have a difficult time thriving in isolation. Your community can inspire, ask, plant seeds, bear witness, provoke, acknowledge and nurture—all elements of a collaborative venture.
The bottom line: Our ideas need communities of contributors, and we need each other. The more connections we have, the more powerful our creativity becomes. Building communities is a critical success enabler.

  

Highly creative leaders and curiosity

Curiosity is the cornerstone of learning and creativity. Hands down the most important to creativity in our opinion. Think about answering these curiosity enablers: When did we stop asking questions?
What happens to our habits of inquiry and knowledge-seeking as we get older? What barriers shut down curiosity, and what reignites it?
In order to reclaim curiosity as a collaborative habit—and model the way for others—it’s necessary to embark upon a personal investigation to unravel perceptions and conventions that get in the way of a curious, open mindset and enable it.

  

Open communication and information sharing

Open communication and information sharing are another of the essential success enablers. Our understanding of organizational decisions and policies, opportunities to voice concerns, and a sense of ‘being heard’ all enhance leadership creativity.
For me, one of the barriers to creative collaboration is an environment where people undermine each other, information is not shared, and there is no credit given for creativity. It is essential to have access to information as creativity is often spurred on by hitchhiking on new ideas that flow past the alert mind–often converting them to a new situation or application.

 

reflection
Reflection is always wise.

 Reflection

We need leaders to engage in continuous reflection, be aware and open, and challenge their assumptions. And certainly, gain from continuous learning. On a collective level, we want leaders to share and support while trusting and being vulnerable as part of a creative journey within a supportive community.

Combine and transform

To be a successful leader and thinker, you need to also be an accomplished learner. By participating in combining and transforming, we must recognize the importance of acknowledging and recognizing those individuals and works that have influenced our thinking. And learn from them.
Practicing the habit of combining and transforming is about embracing a new form of learning and finding your creative voice. It allows us to form powerful connections with other people and to engage in social learning.

 

Empowerment

The empowered have much freedom and authority to initiate change. Some gave it to themselves while others waited for it to be given. Often many see the anxiety that at times accompanies empowerment. Ideally, the empowerment of people results in increased initiative, involvement, enthusiasm, innovation and speed.
learning through failure
Are you learning through failure?

Learning through failure

 Failing forward is a key habit of creativity. Failing fast, failing intelligently, and learning from those failures makes room for imperfection, iteration, and experiencing joy in the process.
One of the ways to practice failure is through a “crash and burn” exercise. A crash and burn is an attempt to do something with a 5 percent or less chance of success. It might be sending an email to someone who is famous and asking for help on a project or attempting to sew a dress even though you don’t know how to sew on a button.
This exercise allows the learner to stretch their comfort zone and pay attention to their failure response. By practicing failing well and observing our inner dialogue when doing so, we recondition and empower ourselves. We get a chance to examine and shore up our identity, take risks, and become better versions of ourselves.

 A creative solution

The need for creativity in leadership requires innovative solutions. Creativity is not a singular skill that can be developed in one way or even in several ways. As leaders, we must create the conditions that allow creativity to flourish; keeping in mind that creativity will manifest itself differently in everyone.
One way for leaders to learn how to create these conditions is to develop a mindset that allows them to be aware of their own creative abilities. This then creates conditions for a ripple effect of awareness and appreciation of creativity in others.

The bottom line

“I knew that if I failed I wouldn’t regret that, but I knew the one thing I might regret is not trying.”

For some reason, many of us have been conditioned to be more afraid of failure than we are of inaction. However, failure, in addition to being inherently valuable as a learning process, contains within it the chance of success. And no matter how small that chance is, it’s better than the chances of success when we choose not to even try.

My journey as both a learner and leader has shown me that those that are able to interact and manage their learning environment so much better as leaders than those who don’t.
I believe there is a direct link to creativity in this relationship. Building on it greatly strengthens the highly creative leader’s success enablers.

create_website_design

 

So what’s the conclusion? The conclusion is there is no conclusion.  There is only the next step. And that next step is completely up to you. But believe in the effectiveness of great leadership. And put it to good use in adapting to changes in your business environment.
 
It’s up to you to keep improving your ability to lead. Lessons are all around you. In many situations, history may be providing the ideas and or inspiration. But the key is in knowing that it is within you already.
 
Need some help in capturing more improvements for your staff’s leadership, teamwork, and collaboration? Creative ideas in running or facilitating a team or leadership workshop?
 
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
Test. Learn. Improve. Repeat.
Are you devoting enough energy to innovating your social media strategy?
Do you have a lesson about making your advertising better you can share with this community? Have any questions or comments to add in the section below?
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
  
More leadership material from Digital Spark Marketing’s Library:
Leadership Characteristics that Improve Influence
10 Leadership Competencies You Should Not Live Without
Building Collaboration and Sharing Skills in your Staff
How to Create the Best Leadership Accountability
The Zen of Abraham Lincolns Leadership Lessons
Mike Schoultz is a digital marketing and customer service expert. With 48 years of business experience, he consults on and writes about topics to help improve the performance of small business. Find him on G+FacebookTwitter, Digital Spark Marketing, and LinkedIn.
Featured

Facts on Innovation: 6 Amazing Ones You Need to Know

Charles Darwin said: It is not the strongest of the species that survive, nor the most intelligent, but the ones most responsive to change. From Dan Pink’s Blog, we found the following facts on innovation that we would like to share with you:
Check out our thoughts on building innovation.
facts on innovation
Awesome facts on innovation.
This is important: Learn How to Think What No One Else Thinks
A study of the top 50 game-changing innovations over a 100 year period showed that nearly 80% of those changes were sparked by someone whose primary expertise was outside the field in which the innovation breakthrough took place.
Wow!  80% created by someone outside the field where innovation occurred!
 
What other innovation facts and conclusions can we derive from this?
 
Innovation, while often depending on the new invention, is more about application than invention.
already been accomplished
Already been accomplished?
Often the application of something similar has already been performed in the other field, usually in a different way.
When working innovation, it helps to draw on various skills; experience sets …diverse crowds.
And finally
open to new ideas
Are you open to new ideas?
We need to be constantly open to new ideas, particularly in different fields of endeavor.
Probably the most persistent — and damaging — myth about innovation is that it’s about ideas. It’s not. Tremendous amounts of time and energy are wasted thinking up radically new ideas that never end up going anywhere. Middle managers never seem to tire of complaining that their ideas are ignored by the powers above.
The truth is that nobody cares about your ideas. They care about what problems you can solve for them. So if you want to innovate effectively, don’t go looking for a great idea so that you can dazzle others with your brilliance, look for a meaningful problem and get to work on solving it.
The secret to innovation and creativity is curiosity. You generate lots of ideas to find the best of the best. By creating ideas, you start by asking lots of questions. By being curious. By thinking widely and not discarding ideas too soon.  By convergent thinking. All of which help us to understand better and define the problem we are attempting to solve.
Without the question “why?” there can be no here’s how to make it better. Or no game-changing innovations.

https://digitalsparkmarketing.com/creativity-ideas/

So we want to share a story to illustrate the value of why you need to ask why.
We are always on the lookout for good stories. Stories to show points we are emphasizing. So we read a lot. Today’s story is about generating ideas. Ideas from convergent thinking.
The story is about why you should ask why. It comes from Ideas Champions. A consulting company like us (but bigger and more well-known), who specialize in creativity, innovation, team building, and leadership. All favorite topics of ours. So we keep up with this team.
The story is a big problem with one of our favorite monuments … the Jefferson Memorial in Washington DC.
Simply put, birds in huge numbers were pooping all over it, which made visiting the place a very unpleasant experience.
Attempts to remedy the situation caused even bigger problems since the harsh cleaning detergents being used were damaging the memorial.
Fortunately, some of the National Parks managers assigned to the case began asking WHY  as in Why was the Jefferson Memorial so much more of a target for birds than any of the other memorials?
A little bit of investigation revealed the following:
The birds were attracted to the Jefferson Memorial because of the abundance of spiders, a gourmet treat for birds.
The spiders were attracted to the Memorial because of the abundance of midges (insects) that were nesting there.
And the midges were attracted to the Memorial because of the light.
Midges, it turns out like to procreate in places where the light is just so and because the lights were turned on, at the Jefferson Memorial, one hour before dark, it created the kind of mood lighting that midges went crazy for.
So there you have it: The midges were attracted to the light. The spiders were attracted to the midges. The birds were attracted to the spiders. And the National Parks workers, though not necessarily drawn to the bird poop, were attracted to getting paid, so they spent a lot of their time (and taxpayer money) cleaning the Memorial.
How did the situation resolve? Very simply.
After reviewing the curious chain of events that led up to the problem, the decision was made to wait until dark before turning the lights on at the Jefferson Memorial. About as simple a solution as you could get. Right?
That one-hour delay was enough to ruin the mood lighting for the midges, who then decided to have midge sex somewhere else.
No midges, no spiders. No spiders, no birds. No birds, no poop. No poop, no need to clean the Jefferson Memorial so often. Case closed.
Now, consider what solutions might have been forthcoming if those curious National Parks managers did not stop and ask WHY:
Hire more workers to clean the Memorial
Ask existing employees to work overtime
Experiment with different kinds of cleaning materials
Put bird poison all around the memorial
Hire hunters to shoot the birds
Encase the entire Jefferson Memorial in Plexiglas
Move the Memorial to another part of Washington
Close the site to the general public
Technically speaking, each of the above solutions was a possible approach, but at great cost, inconvenience, and with questionable results. Not great solutions.
Key takeaways
What problems are you facing that could be approached differently simply by asking WHY. And then WHY again, and then WHY again … until you get to the real definition of the problem?
If you don’t, you may just end up not correctly defining the problem. Not good. Nothing worse than solving the wrong problem. So put in enough time in understanding and describing your problem. Don’t leap to problem-solving before you do. Lots of whys help us explore and thoroughly identify the problem.
INTEGRATED_MARKETING_STRATEGY
Do you have an Integrated Marketing Strategy?
What conclusions does your business derive from these facts on innovation?
Remember … all new ideas begin in a non-conforming mind that questions some tenet of the conventional wisdom.
Need some help in improving the innovation process for you and your staff? Innovative ideas to help the differentiation with your toughest competitors? Or maybe ways to innovate new products and services?
 
 
Call today for a FREE consultation or a FREE quote. Learn about some options for innovation workshops to get noticeable results.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that struggle gets better every day you learn and apply new innovative ideas.
When things are not what you want them to be, what’s most important is your next step. Call today.
Test. Learn. Improve. Repeat.
 
Do you have a lesson about making your innovation learning better you can share with this community? Have any questions or comments to add in the section below?
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed at how reasonable we will be.
  
More reading on creativity and innovation from Digital Spark Marketing’s Library:
Generating Ideas by Convergent Thinking
Amazon and Managing Innovation … the Jeff Bezos Vision
The Secrets to Building an Innovative Culture
 
Mike Schoultz is a digital marketing and customer service expert. With 48 years of business experience, he consults on and writes about topics to help improve the performance of small business. Find him on G+FacebookTwitterDigital Spark Marketing, and LinkedIn.
 
Photo Credit: opensource.com via Compfight

Why Customer Satisfaction Is No Longer Good Enough

Research released today from Oracle has revealed that customer experience and satisfaction are now key drivers for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products nd services are increasingly commoditized.

The research report, “Why Customer Satisfaction is No Longer Good Enough,” reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%.

Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand.

The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months.

Research Highlights

Benefitting from churn: In addition to driving new revenue growth, a good customer experience is also essential to protecting existing revenue channels. Seventy percent of respondents have stopped doing business with a brand following a poor customer experience. Importantly, 92% of this number have gone straight to a competing brand and made a purchase. With fewer than a quarter of consumers (22%) nearly always satisfied with their customer experience, there is a clear opportunity for brands to improve customer service to win market share from competitors.

Drivers for revenue growth: The survey has indicated steps businesses can take to benefit from the opportunities provided by a positive customer experience. Respondents said that the top five changes to customer experience that would lead to them spending more money with that company are:

40% – Improvement in the overall customer experience

35% – Ensuring questions can be asked easily and information accessed before making a purchase

32% – Adopting an easy return policy

26% – Improving the overall website usability and search functionality

20% – Providing customers with a more tailored/personalized shopping experience

Brand loyalty: Eighty-two percent of respondents describe their experiences as requiring too much effort, suggesting that brand loyalty is closely linked to ease of communication. Respondents listed having to use different methods of contact to resolve an issue (26%) and using different methods several times (24%) as the point at which dealing with customer service requires too much effort. Businesses wishing to benefit from the revenue implications of providing a good customer experience therefore need to focus on making their customer interactions as simple as possible.

Social media: The research also revealed that many organizations are failing to make the most of the customer experience opportunities available to them through social media channels, with only 46% of respondents claiming to have received a reply from a company after posting a comment. The research indicates that 29% of these became angry when the response failed to resolve their issue.

5 Recommendations on How to Live a Happy and Motivated Life

Happy and motivated are powerful, yet tricky beasts. Sometimes they are easy, and you find yourself wrapped up in a whirlwind of excitement. Other times, it is nearly impossible to figure out how to be happy and motivate yourself, and you’re trapped in a death spiral of procrastination. 

Attitude is everything

10% of your life consists of things you willed or brought about. Don’t sweat that small stuff. 90% is all that you cannot control, the stuff that just happens to you. How will you deal with those things? How will you react? What will you learn? The key to these questions is the attitude. That’s great news, in a way.

No matter your level of formal education, no matter how far you think you got in your life with your career or relationships. None of these things (the 10%, remember?) matter if you have not fostered three most important attitudes. Both can be infinitely scaled. Their power is limitless if you learn how to attend to them.

First is gratitude, the attitude directed towards appreciating anything and anyone. The ability to assign a value to something that others overlook. The deep, bottomless wellspring of being thankful for your health, your family, your job, anything. This is the secret to true richness. It never runs out. And best: it is not a scarce resource, unlike any other resource in the world.

Humility

Second is levity or humility, the attitude of not taking yourself too seriously. Never forget where you came from. Never forget what you are: just human. No matter how high you fly or how low you fall, it all just seems so much easier if you tread lightly if you remember not to take yourself and those many projects of yours too importantly to the point of agonizing about them.

It is fine to strive and seek. But this too shall pass. Don’t forget that in your darkest hour and it will set you free.

Resilience

Resilience is the attitude to weather anything from the gentlest breeze to the strongest gale threatening to derail or break you on your journey. Some call it growing a thick skin, a tough hide, robustness or fortitude. No matter what you call it, foster it because you have no idea what people are capable of surviving.

The world is not necessarily cruel by definition, but it can be cruel by ignorance, by the apathy of nature, by forces so large they can toss you around like a speck of dust to make you know your place in the scheme of things. Those times can hurt. A lot.

I wouldn’t lie as you will likely have your fair share of hurt even if you did nothing to deserve it. For those times, I wish for you to have the resilience to suck it up and then get back to work.

Stay true to your values

The goal of life, if there is any, is to gain self-knowledge. To learn who you are and what makes you tick. What makes you tick is this squishy, intangible but very real set of values that make you the person you are. It is the compass that was implanted in your heart when you were born, then shaped by your upbringing and experiences.

If you ever feel lost in life, if you don’t know what you are supposed to do, if you don’t know what is even worth doing, chances are you have not been in touch with what it is you most value. If there is any task worth doing, any adventure or ordeal worth going through, these things are all only helpful as later seen by their ability to help you articulate or confirm your values.

Keep it simple, since as much as you like to think you could be this incredibly complex person, chances are there are some 2-3 core values that make you who you are that define your choices and preferences in people, places, and occupations.

Make it your life’s work to figure them out – I mean to figure them out, to know them without the shadow of a doubt. Then do what is necessary to affirm them, defend them to the death if you should be so inclined. That is what it means to be lead an authentic life. Lead one. It’s not the only way to live, but the noblest in my opinion.

Oh, and I forgot to mention: some of your values can change throughout your life, just to make things a bit harder. Where would the fun in it all be otherwise?

Always return to kindness

You may wonder if this is not just one of those values I talked about above, and I would tend to agree if it were not for the fact that kindness is not just a value. It is something so enormously important I would place it in a category of its own. Whatever your values, whatever you do with yourself, never forget to be kind.

Let me rephrase this since we all forget a lot of the time (we are human): try not to forget, and when you eventually do, make it up by returning to kindness. Don’t ask why. If you have to the reason is this: because it’s the right thing to do.

Listen, life can be short. It can also be very painful and unpleasant, mostly because you put yourself at the center of the universe. But the world is too vast for your small heads. So don’t torture yourselves unnecessarily. The trick is to think of others, to live in service of others, not because it will serve you later in return, not because you expect something from them, but because this is what you were put on the planet to do.

Let me put this more bluntly. Everything you have ever learned, everything you have worked so hard to achieve so far, all that you have accumulated in riches and experiences and glories and war stories – it all amounts to nothing ultimately. That is unless you have found some way – some tiny, modest or outright ingenious way – to put it to use to help others.

Help them find comfort, help them by loving them, by keeping them companionship; help them survive, help them thrive, help them learn something, help them find themselves – anything – but please be of help in some meaningful way to you. And throughout all this: be kind more often than you are not.

Remember, kindness is not the goal; it’s the path. When you stray, just get back on, it’s no big deal.

Need some help in capturing more improvements for your staff’s leadership, teamwork, and collaboration? Creative ideas in running or facilitating a team or leadership workshop?

Call Mike at 607-725-8240.

All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas.

When things are not what you want them to be, what’s most important is your next step. Call today.

Test. Learn. Improve. Repeat.

Are you devoting enough energy continually improving your continuous learning?

Do you have a lesson about making your learning better you can share with this community? Have any questions or comments to add in the section below?

Mike Schoultz is the founder of Digital Spark Marketing, a digital marketing and customer service agency. With 40 years of business experience, he blogs on topics that relate to improving the performance of your business. Find them on G+Twitter, and LinkedIn.  

Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed how reasonable we will be.

How to Succeed Continually When Playing Online Casino Games?

Winning often when playing online casino games requires a combination of skill, strategy, discipline, and luck. By choosing the right games, mastering their rules and strategies, practising diligently, managing your bankroll wisely, and playing responsibly, you can maximise your chances of success and enjoy a rewarding gaming experience. Remember to approach best online casinos gaming with a positive mindset, embrace the thrill of the game, and savour the moments of victory along the way.

Choose the Right Games:

Selecting the right games sets the foundation for a successful gaming session. Focus on games that offer favourable odds and strategic depth, such as blackjack, poker, or certain variations of video poker. These games require skill and decision-making, allowing you to influence the outcome to a greater extent than purely luck-based games like slots.

Understand the Rules and Strategies:

Knowledge is power in the world of online casino gaming. Take the time to familiarise yourself with the rules, strategies, and odds of the games you intend to play. Whether it’s mastering basic blackjack strategy, learning optimal poker hands, or understanding pay tables in video poker, a solid understanding of game mechanics gives you a competitive edge.

Practice, Practice, Practice:

Practice makes perfect, and this adage holds for online casino gaming. Take advantage of free-to-play or demo versions of games to hone your skills and experiment with different strategies risk-free. Dedicated practice allows you to refine your gameplay, build confidence, and identify areas for improvement before wagering real money.

Manage Your Bankroll Wisely:

Effective bankroll management is essential for long-term success in online casino gaming. Set a budget for each gaming session and stick to it religiously. Avoid chasing losses or wagering more than you can afford to lose. Divide your bankroll into smaller units and only bet a fraction of it on each hand or spin to mitigate risk and prolong your playing time.

Utilise Bonuses and Promotions:

Take advantage of bonuses and promotions offered by online casinos to boost your bankroll and extend your best online casinos gaming sessions. Look for welcome bonuses, reload bonuses, free spins, and loyalty programs that reward your patronage. However, always read the terms and conditions carefully to understand wagering requirements and any restrictions associated with bonuses.

Play Within Your Limits:

Know your limits and play responsibly. Avoid succumbing to impulse or emotions while gambling, as it can lead to reckless decision-making and financial losses. Set win and loss limits for each session and adhere to them rigorously. Knowing when to walk away, whether you’re on a winning streak or experiencing a downturn, is crucial for maintaining control over your gaming experience.

Stay Focused and Avoid Distractions:

Online casino gaming requires concentration and focus to make informed decisions and execute strategies effectively. Minimise distractions by playing in a quiet environment free from interruptions. Avoid multitasking or engaging in activities that divide your attention, as it can impair your judgement and diminish your chances of success.

Know When to Quit:

Knowing when to call it quits is a skill that separates successful players from those who succumb to greed or impulsive behaviour. Set the predefined win and loss limits and stick to them religiously. If you’ve reached your win limit or exceeded your loss limit, have the discipline to walk away and live to play another day.

Stay Informed and Adapt:

The world of online casino gaming is constantly evolving, with new games, strategies, and trends emerging regularly. Stay informed by reading up on industry news, following reputable gambling forums, and staying abreast of the latest developments. Adapt your strategies accordingly to capitalise on new opportunities and stay ahead of the curve.

Practise Responsible Gambling:

Above all else, prioritise responsible gambling practices to ensure a safe and enjoyable gaming experience. Gambling should be viewed as entertainment, not as a means to generate income or alleviate financial woes. If you ever feel that your gambling habits are becoming problematic, seek help from support organisations or consider self-exclusion options provided by online casinos.

Develop a Winning Mindset:

Cultivate a positive and confident mindset when approaching online casino gaming. Believe in your abilities to make informed decisions and implement effective strategies. Visualise success and approach each gaming session with optimism and determination. A winning mindset enhances your focus and decision-making but attracts positive outcomes and opportunities for success.

Incorporating these additional strategies into your gaming repertoire can further increase your chances of winning often when playing online casino games. By combining skill, strategy, discipline, and a positive mindset, you can embark on a rewarding gaming journey filled with excitement, challenges, and lucrative rewards.

10 Smart Study Tactics That Support Your Brain

Here’s the problem with what I’m about to tell you: these tactics may may be news to you, but in psychology circles most of them have been around for decades. Why does this matter? Because it means we could all have been getting smarter this whole time. Instead, we seem to be stuck with the same old notions of how learning works.

What’s especially baffling is that these principles are actually quite easy to put into practice. Here’s one: instead of sticking to one location, simply alternate the room where you study in order to remember new information better. Here’s another: studying for one hour each night works; studying all weekend doesn’t. Still we haven’t caught on.

“We have known these principles for some time, and it’s intriguing that [institutions] don’t pick them up, or that people don’t learn them by trial and error,” says Robert A. Bjork, a psychologist at the University of California, Los Angeles. “Instead, we walk around with all sorts of unexamined beliefs about what works that are mistaken.”

So the question is, what can we do to change this? What can we do save ourselves from ignoring the facts and perpetuating an endless cycle of poor learning habits?

Let’s start with the principles themselves.

1. Test yourself before you’ve studied.

It’s called “pre-testing.” Benedict Carey, author of How We Learn, says it’s “one of the most exciting developments in learning-­science.” What does it entail? Pretty much exactly what it sounds like: quizzing yourself on new material before you’ve reviewed your notes.

“Across a variety of experiments, psychologists have found that, in some circumstances, wrong answers on a pretest aren’t merely useless guesses,” Carey explains. “Rather, the attempts themselves change how we think about and store the information contained in the questions. On some kinds of tests, particularly multiple-choice, we benefit from answering incorrectly by, in effect, priming our brain for what’s coming later.”

On one hand, it alerts students to the scope of the subject and what they will likely be tested on in a final exam. UCLA psychologist Elizabeth Bjork says, “Taking a practice test and getting wrong answers seems to improve subsequent study, because the test adjusts our thinking in some way to the kind of material we need to know.”

Also, pretesting helps with something called “fluency illusion.” This is the little voice in your head that says that you “know” the answer to a question when, really, you might not. Pretesting will often reveal these fallacies that we’re carrying around in our heads.

2. Space out your study sessions over time.

UC Irvine neurobiologists Christine Gall and Gary Lynch found that mice trained in three short, repetitious episodes spaced one hour apart performed best on memory tests. The mice performed poorly on memory tests when trained in a single, prolonged session–which is a standard K-12 educational practice in the U.S.

It’s been known since classic 19th century educational psychology studies that people learn better when using multiple, short training episodes rather than one extended session. Two years ago, the Lynch and Gall labs found out why. They discovered a biological mechanism that contributes to the enhancing effect of spaced training: brain synapses encode memories in the hippocampus much better when activated briefly at one-hour intervals.

“This explains why prolonged ‘cramming’ is inefficient — only one set of synapses is being engaged,” said Lynch, professor of psychiatry, human behaviour and anatomy, and neurobiology. “Repeated short training sessions, spaced in time, engage multiple sets of synapses. It’s as if your brain is working at full power.”

3. Change up your study environment.

Rather than sitting at your desk or the kitchen table studying for hours, finding some new scenery will create new associations in your brain and make it easier to recall information later. Also, by changing your environment, your brain is forced to retrieve the same information in different places and will therefore see that information as more useful and worth holding onto.

“The brain wants variation,” says Carey. “It wants to move, it wants to take periodic breaks. You don’t have to have the same chair, the same cubicle, the same room, to do your memorisation.”

Better news yet: “Changing context, changing environment,” he says, “aids retention.”

These findings related to the psychological concept of “context dependent learning,” which has been around since the 1930s. The gist of it is this: When a student tries to recall information in an exam, they will be able to recall it best if they learned it in an environment which is similar to the exam environment.

In one of the original education-related experiments on context dependent learning, students were asked to study meaningful information under either quiet or noisy conditions. Afterwards, they were asked short-answer and multiple choice questions on the previously learned material, which prompted both recognition and recall. Half of them were tested under silent conditions and the other half under noisy conditions. The participants whose noise-level matched during studying and testing conditions remembered significantly more information than those whose noise-level was mismatched.

The researchers concluded that students should take into consideration the context of testing while studying, in order to maximise their performance on both recall and recognition tasks.

4. Take regular naps (seriously).

In 2013, sleep researchers at the University of Massachusetts Amherst found that daytime naps support learning in preschool children by enhancing memory.

Research psychologist Rebecca Spencer, with students Kasey Duclos and Laura Kurdziel, studied more than 40 preschool-aged children and discovered that children who napped performed significantly better on a visual-spatial task later the same day, as well as the following day, than those who did not nap.

To explore the effect of sleep stages and whether memories were actively processed during the nap, the researchers recruited an additional 14 preschoolers who came to a sleep lab and underwent polysomnography, a record of biophysiological changes, during their average 73-minute naps. Here Spencer and colleagues noted a correlation between brainwave activity and memory consolidation during sleep.

“Essentially we are the first to report evidence that naps are important for preschool children,” Spencer says. “We offer scientific evidence that the midday naps for preschoolers support the academic goals of early education.”

These benefits extend to adult education, too.

5. Quiz yourself instead of re-reading.

“Repeated studying after learning had no effect on delayed recall, but repeated testing produced a large positive effect,” wrote Jeffrey D. Karpicke and Henry L. Roediger III in a report on the topic. “In addition, students’ predictions of their performance were uncorrelated with actual performance. The results demonstrate the critical role of retrieval practice in consolidating learning and show that even university students seem unaware of this fact.”

When you reinforce your memories by testing them, they get much stronger than if you simply re-read a passage. Don’t waste your time trying to re-read rules or textbooks in order to memorise them. Test yourself to bolster your memory.

6. Check in with yourself periodically.

Being aware of your own learning–something psychologists call “metacognition”–is invaluable when it comes to studying. You may think you have a good idea of what you have learned and what you have left to learn in a course or during a test prep session, but the more explicit about it you are, the better. Rather than assuming you’ve been absorbing everything you read, make a list of everything you actually remember. Then go back and see what concepts you’ve missed.

For best results, do this on all levels: for a specific chapter, a whole unit, and your entire course. Refer to your syllabus if you have one so you can see the bigger picture.

7. Separate process from progress.

“Learning” is a funny word. We use it quite liberally to refer to everything from memorising to remembering to forgetting to knowing. We all understand that it’s a process, but can we explain the difference between process and progress? When you receive high marks on a test or in a course, does it mean you’re “done” learning about that particular subject? Does it mean you’ve mastered the material and completed the learning process? No, probably not. It means you’ve made progress in your education according to a certain set of standards.

The learning process never ends. Don’t let all your hard work go to waste by abandoning a subject after the course is over.

8. Look forward to forgetting.

Making mistakes while learning can benefit memory and lead to the correct answer, but only if the guesses are close-but-no-cigar, according to new research findings from Baycrest Health Sciences.

“Making random guesses does not appear to benefit later memory for the right answer, but near-miss guesses act as stepping stones for retrieval of the correct information — and this benefit is seen in younger and older adults,” says lead investigator Andree-Ann Cyr, a graduate student with Baycrest’s Rotman Research Institute and the Department of Psychology at the University of Toronto.

“These results have profound clinical and practical implications. They turn traditional views of best practices in memory rehabilitation for healthy seniors on their head by demonstrating that making the right kind of errors can be beneficial. They also provide great hope for lifelong learning and guidance for how seniors should study,” says Dr. Nicole Anderson, senior scientist with Baycrest’s Rotman Research Institute and senior author on the study.

Bjork agrees, adding that forgetting can actually be good for the brain. In fact, it can serve as a powerful spam filter. Under a principle she calls “desirable difficulty,” when the brain has to work hard to retrieve a half-forgotten memory, it re-doubles the strength of that memory.

If you sit down to study a load of material, “of course you’re not going to remember most of it the next day,” Carey adds. You do have to go back and build your knowledge. “But it’s not that you don’t remember well, or you’re not a good learner. It’s that forgetting is a critical part of learning.”

9. Imagine you’ll be teaching someone else.

When students expect to teach new material to others, they remember more of that material correctly and organise their recall more effectively, says John Nestojko, PhD, a postdoctoral researcher in psychology Washington University in St. Louis.

In a recent study published in Memory & Cognition, Nestojko found that simply telling learners that they would later teach another student changes their mindset enough so that they engage in more effective approaches to learning than did their peers who simply expected a test.

In the experiment, which involved a series of reading-and-recall tests, one group of students was told they would be tested on a selection of written material, and another group was led to believe they would be preparing to teach the passage to another student. In reality, all participants were tested, and no one actually engaged in teaching.

“When teachers prepare to teach, they tend to seek out key points and organise information into a coherent structure,” Nestojko says. “Our results suggest that students also turn to these types of effective learning strategies when they expect to teach.”

10. Study to learn, not to “know.”

Think about how you phrase things during a study session: “I know Newton’s law,” “I don’t know marginal utility theory,” “Do you know the quadtratic formula?” When we study in order to “know” things, that knowing often becomes quite shallow, because all it really means is “Will I remember this long enough to regurgitate it on a test?” Viewing information this way undermines deep learning. Instead, approach new material with the goal of truly learning it, with the goal of remembering it well enough to use it or refer to it some day ten years down the road. Doing so will boost your ability to retain it in the first place.

What we’re seeing here are smart, actionable strategies to promote better learning. And not just learning for the test–learning for life. It’s possible that the current educational climate, which emphasises standardised tests and measures of performance, isn’t conducive to improved learning habits. We tend to focus on short-term achievement, and maybe that’s why practices like cramming and intense, cell-block style study sessions are the norm. When we do get over this hurdle, and begin valuing learning over performing, maybe we’ll start to see more genuine interest in adopting these principles.

Relationship Building Through Customer Engagement

Consider these inputs on relationship building:

Stimulate stories

 There are questions that lead to answers, and then there are questions that lead to stories. Here’s one way you might start a story seeking question, “What inspired you to …” When people share stories, they go beyond feeling like they are being interrogated. They open up and they connect. The more stories you can hear, the more connection you’ll feel to everyone you speak to.

Make observations and draw assumptions

 Consider starting questions with this phrase: “I noticed that you …” What happens when you are forced to think about this is that you start to consider what you know about someone before you meet them based on where you are, what they look like or what you know about them already. One of the best conversations I had at an event recently was because I noticed that someone was using two different phones at the same time. Asking why led to an amazing conversation about time optimization and technology.

Ask good questions

 Many people think good listening means always letting someone finish every thought and nodding along. Instead, active listening requires that you ask questions WHILE you are listening. Sometimes this means interrupting – but this isn’t something to be afraid of. Often the interruptions will lead to tangents that create more intersections for both of the people in a conversation.

Utilize stories

 There are questions that lead to answers, and then there are questions that lead to stories. Here’s one way you might start a story seeking question, “What inspired you to …” When people share stories, they go beyond feeling like they are being interrogated. They open up and they connect. The more stories you can hear, the more connection you’ll feel to everyone you speak to.

Ultimately, the most important skill to develop is learning to ask better questions. If you can do that, you’ll make deeper connections, have better conversations, and perhaps even salvage a pitiful panel discussion.

Take a Look at These Great Customer Service Examples

Does any business leader seriously question the importance of deeply understanding their customers and delivering consistently satisfying experiences? We’d hope not. Demanding customers—more empowered than ever by technology—long ago made the idea of customer experience management a boardroom priority. Satisfy your customers or your competitors soon will.

There’s an upside to succeeding at customer experience management, too. Work by Forrester Research and others demonstrates that customer experience leaders outperform laggards on revenue growth and shareholder returns.

Leaders seem to understand this combined threat and opportunity:

  • Forrester Research further reports that 57% of companies aspire to be the customer experience leader in their industry
  • Gartner reports that by 2016 89% of companies plan to compete primarily on the basis of the customer experience.

Unfortunately, many organizations undertake ambitious customer experience management initiatives and fail to see any meaningful benefit. Customer defections continue and revenue growth remains sluggish. And it’s only going to get more challenging going forward. Simple arithmetic dictates that 57% of companies can’t simultaneously lead their industries by competing on customer experience.

The fundamental problem traces to an all-too-common “inside-out” perspective on customers and their expectations. Inside-out thinking mistakenly focuses on what’s important or interesting to the organization, not the customer. It overlooks an essential truth: your customers’ perceptions are your reality. Their internal, personal sense of what they expected and experienced must therefore be at the core of your customer experience thinking.  

Customer experience: how customers perceive their interactions with you

Megan Burns, Forrester Research VP, principal analyst

At a recent customer experience roundtable hosted by Connective DX in Boston, guest speaker Megan Burns, Forrester Research VP, principal analyst serving customer experience professionals, said that for practitioners, CX can be defined as how customers perceive their interactions with you. She stressed that there’s often a disconnect between customer perceptions and what the organization thinks is important or what should be important. To get CX right companies need to find ways to meet customer goals and business goals at the same time.

Her point is well taken. If you’re measuring and prioritizing things that matter to the business but not to customers you’re likely to have problems. If you’re not doing well in the things that your customers care about, your hopes of increasing loyalty and customer advocacy aren’t great.

At the event, Burns brought this truth to life with a fascinating case study from Delta Air Lines. Respected as a customer experience leader now, Delta struggled badly after a bankruptcy and 2008 merger with Northwest Airlines. Improvement ideas came and went with no real impact.

Top-down customer obsession transforms Delta’s customer experience

Research that Delta did with passengers in 2010 surfaced an interesting insight: Delta’s target customers value schedule predictability more than expected they hate the headaches caused by canceled flights. While neither one is good, it’s better to have a a delay than a cancellation. At least with a delay you’re more certain that you’ll still get to where you need to go. 

Armed with a powerful insight about something that truly mattered to customers, Delta sprung into action. “If that’s what customers hate most, let’s not cancel any more flights,” said Dave Holtz, Delta’s vice president of operations control, in a Wall Street Journal interview. “We started twisting our whole model.”

With top-down support, Delta began to obsess about keeping passengers moving toward their destination. They invested in better crew scheduling software, accelerated repairs by stockpiling spare parts at hubs, and proactively handled aircraft maintenance—before breakdowns occurred. They even co-located teams to tighten communications. Most importantly, a no-cancellation mindset slowly permeated the organization, top to bottom.

It took time, but Delta eventually delivered unprecedented, industry-leading performance. The same Wall Street Journal article reported that in 2013 Delta “cancelled just 0.3% of its flights, according to flight-tracking service FlightStats.com. That was twice as good as the next-best airlines, Southwest and Alaska, and five times better than the industry average of 1.7%.” On a full 72 days of 2013, Delta didn’t cancel a single one of its 2,500 flights. “We’re posting numbers that we’ve never seen in our industry,” said Delta President Edward Bastian. 

By mid-2014, Bloomberg News noted, “For all practical purposes, the nation’s third-largest airline no longer cancels flights. Delta scrubbed 19 flights in June—that’s out of 69,621 flights in total.”

Delta’s finding about how important it is to avoid flight cancellations was quickly validated by customer feedback. According to the July 2014 Forrester report, “Case Study: How Delta Air Lines Soared In The Customer Experience Index,” the airline shot up in Forrester’s 2014 Customer Experience Index benchmark. The American Customer Satisfaction Index’s 2014 report named Delta the leader in satisfaction among legacy airlines. That performance represents a 27% improvement since its all-time low in 2011. J.D. Power’s 2015 North America Airline Satisfaction study further confirmed Delta’s place as the leader amongst legacy airlines.

Great CX delivers market-leading shareholder returns

But Delta’s improved customer experience does not only make life easier for customers. As this stock performance chart from Jan. 10, 2010 through Sept. 30, 2015, shows, great CX was also a win for shareholders.

Delta’s stock performance eclipsed the S&P 500 as well as the Dow Transportation Index (Yahoo! Finance).

We bring this story back to an important takeaway for leaders looking to improve their organization’s customer experience. Delta’s customer turnaround, Burns notes, came only because they took an outside-in mindset. That is, they focused obsessively on what matters to customers, trusting that helping customers achieve their goals is the best way for a business to achieve theirs. As you think about improving your customer experience, we encourage you to challenge yourself to do likewise.

How to Amplify the Customer Experience

Industries ranging from theme parks to sports venues are amplifying the customer experience by diving deeper into data and mining insights that are timely and add value.

Delivering a breakthrough customer experience requires close collaboration between marketing and technology

A truly collaborative experience depends on employees throughout the organization reaching across the aisle and participating in delighting the customers

It’s no longer just a marketing function. In today’s digital world brands that are successful recognize that business intelligence along with analytics are key to driving successful business outcomes. 

These brands and categories start out by finding where they can simplify and amplify their brand’s experience. 

Brands are starting by identifying pain points in the brand experience journey, then investing big dollars for analytics and innovative technology which can unlock fertile grounds for potential marketing opportunities.

Let’s take sports as our first example… 

Sport venues

Sports venues are being faced with several challenges, young fans want to stay connected or else they will lose interest by halftime, sponsors want quantifiable data to justify budgets and the in-home television experience has improved tremendously. 

Thus, sport venues across the country are stepping up and elevating the customer experiences by bridging the gaps in marketing with the help of technology.

WiFi is being installed at arenas so fans can stay connected. Beacon transmitters are being used to pinpoint location of the fans. All of which enable fans to have the option to order food from the nearest stalls, check the quickest way to their seats or find the nearest restrooms with the shortest wait times.

In addition, mobile apps are allowing teams to stay connected with fans in and outside the arena by sending actionable marketing messages. 

The data collection and analytics is not only helping build a deeper relationship for future activities and purchases, but also providing quantifiable results for sponsors to justify ROI. All of this is elevating the customer experience and increasing revenues. 

Disney

Historically, the experience at Disney has been anything but magical for parents and children navigating the complex theme park. 

Consumers were inundated with various touchpoints throughout their stay. Disney’s insight in to the complex experience of the theme park led to an innovative solution: MyMagic+ bracelet.

The bracelet technology is a wearable device that enables people to have their park passes, room keys, loyalty status and even credit card information all stored on one device. The bracelet acts as a unifying device for all Disney experiences and is a marketing element in itself. 

The wearable technology was estimated to cost Disney close to a billion dollars, but it will drastically simplify the way 30+ million visitors a year do just about everything while staying at Disney. 

The bottom line

Companies should no longer be viewing technology departments as support staff. Technology is now becoming an integral part of the consumer experience. 

Brands across different industries need to invest and partner with technology and mine insights that can elevate customer experience and in turn revenue.

14 Things Successful People Do Every Day

Having close access to ultra successful people can yield some pretty incredible information about who they really are, what makes them tick, and, most importantly, what makes them successful people and productive.

“Whenever you see a successful person, you only see the public glories, never the private sacrifices to reach them.” –Vaibhav Shah

Kevin Kruse is one such person. He recently interviewed over 200 ultra-successful people, including 7 billionaires, 13 Olympians, and a host of accomplished entrepreneurs. One of his most revealing sources of information came from their answers to a simple open-ended question:

“What is your number one secret to productivity?”

In analyzing their responses, Kruse coded the answers to yield some fascinating suggestions. What follows are some of my favorites from Kevin’s findings.

1. They focus on minutes, not hours. 

Most people default to hour and half-hour blocks on their calendar; highly successful people know that there are 1,440 minutes in every day and that there is nothing more valuable than time. Money can be lost and made again, but time spent can never be reclaimed. As legendary Olympic gymnast Shannon Miller told Kevin, “To this day, I keep a schedule that is almost minute by minute.” You must master your minutes to master your life.

2. They focus on only one thing. 

Ultra-productive people know what their “Most Important Task” is and work on it for one to two hours each morning, without interruptions. What task will have the biggest impact on reaching your goals? What accomplishment will get you promoted at work? That’s what you should dedicate your mornings to every day.

3. They don’t use to-do lists. 

Throw away your to-do list; instead schedule everything on your calendar. It turns out that only 41 percent of items on to-do lists ever get done. All those undone items lead to stress and insomnia because of the Zeigarnik effect, which, in essence, means that uncompleted tasks will stay on your mind until you finish them. Highly productive people put everything on their calendar and then work and live by that calendar.

Related: 11 Ways to Beat Procrastination

4. They beat procrastination with time travel. 

Your future self can’t be trusted. That’s because we are time inconsistent. We buy veggies today because we think we’ll eat healthy salads all week; then we throw out green rotting mush in the future. Successful people figure out what they can do now to make certain their future selves will do the right thing. Anticipate how you will self-sabotage in the future, and come up with a solution today to defeat your future self.

5. They make it home for dinner. 

Kevin first learned this one from Intel’s Andy Grove, who said, “There is always more to be done, more that should be done, always more than can be done.” Highly successful people know what they value in life. Yes, work, but also what else they value. There is no right answer, but for many, these other values include family time, exercise, and giving back. They consciously allocate their 1,440 minutes a day to each area they value (i.e., they put them on their calendar), and then they stick to that schedule.

6. They use a notebook. 

Richard Branson has said on more than one occasion that he wouldn’t have been able to build Virgin without a simple notebook, which he takes with him wherever he goes. In one interview, Greek shipping magnate Aristotle Onassis said, “Always carry a notebook. Write everything down… That is a million dollar lesson they don’t teach you in business school!” Ultra-productive people free their minds by writing everything down as the thoughts come to them.

7. They process e-mails only a few times a day. 

Ultra-productive people don’t “check” their e-mail throughout the day. They don’t respond to each vibration or ding to see who has intruded into their inbox. Instead, like everything else, they schedule time to process their e-mails quickly and efficiently. For some, that’s only once a day; for others, it’s morning, noon, and night.

8. They avoid meetings at all costs

When Kevin asked Mark Cuban to give his best productivity advice, he quickly responded, “Never take meetings unless someone is writing a check.” Meetings are notorious time killers. They start late, have the wrong people in them, meander around their topics, and run long. You should get out of meetings whenever you can and hold fewer of them yourself. If you do run a meeting, keep it short and to the point.

Related: 9 Traits of a Highly Sensitive Person

9. They say “no” to almost everything. 

Billionaire Warren Buffet once said, “The difference between successful people and very successful people is that very successful people say ‘no’ to almost everything.” And James Altucher colorfully gave Kevin this tip: “If something is not a ‘Hell Yeah!’ then it’s a no.” Remember, you only have 1,440 minutes in a day. Don’t give them away easily.

10. They follow the 80/20 rule. 

Known as the Pareto Principle, in most cases, 80 percent of results come from only 20 percent of activities. Ultra-productive people know which activities drive the greatest results. Focus on those and ignore the rest.

11. They delegate almost everything. 

Ultra-productive people don’t ask, “How can I do this task?” Instead, they ask, “How can this task get done?” They take the I out of it as much as possible. Ultra-productive people don’t have control issues, and they are not micro-managers. In many cases, good enough is, well, good enough.

12. They touch things only once. 

How many times have you opened a piece of regular mail — a bill perhaps — and then put it down, only to deal with it again later? How often do you read an e-mail and then close it and leave it in your inbox to deal with later? Highly successful people try to “touch it once.” If it takes less than five or ten minutes — whatever it is — they deal with it right then and there. It reduces stress, since it won’t be in the back of their minds, and it is more efficient, since they won’t have to re-read or re-evaluate the item again in the future.

13. They practice a consistent morning routine. 

Kevin’s single greatest surprise while interviewing over 200 highly successful people was how many of them wanted to share their morning ritual with him. While he heard about a wide variety of habits, most nurtured their bodies in the morning with water, a healthy breakfast, and light exercise, and they nurtured their minds with meditation or prayer, inspirational reading, or journaling.

14. Energy is everything. 

You can’t make more minutes in the day, but you can increase your energy to increase your attention, focus, and productivity. Highly successful people don’t skip meals, sleep, or breaks in the pursuit of more, more, more. Instead, they view food as fuel, sleep as recovery, and breaks as opportunities to recharge in order to get even more done.

Related: The 8 Secrets of Great Communicators

Bringing It All Together You might not be an entrepreneur, an Olympian, or a billionaire (or even want to be), but their secrets just might help you to get more done in less time and assist you to stop feeling so overworked and overwhelmed.

3 Challenges Digital Marketing Firms Must Face in their First Year

The digital marketing firms industry is a great one to be in right now, if you can build a solid team around you. If you deliver quality service to your customers, then you should have no trouble making a space for yourself. With that being said, you can expect your first year to be rocky and demand a lot of adapting if you are coming from another field or working independently. You may also feel a lot of pressure to get your first clients. Let’s take a look at some of the biggest challenges you may have to face as a digital marketing firm in your first year.

Getting People to Opt-in

Selling digital marketing services will be easier if you’re in a market that’s receptive to them. Hopefully, you have done your research already and know that there is demand. If you haven’t, then you need to start looking at how many people in your area could use your services and see how many firms are already serving it.

Being in a small market is not necessarily a bad thing, but you may have to work harder and look at educating your prospective clients first before you start actively selling them. If you’re in a market with a lot of demand but a lot of competition, then you may have to offer your services for free to some of your first customers so you can use them as referrals and get testimonials.

Attracting and Keeping Top Talent

It’s very hard to retain top employees in this field and recruiting is not simple either. One of the reasons for this is that the pool of talent in digital marketing is not the deepest, and the few people who have the expertise needed to be good digital marketers get courted aggressively by the big players. So, you’ll need to be creative with things like benefits and work arrangements.

Be prepared to have to offer things like remote working and hot desking options to remain competitive. You should also try to focus on development opportunities and have a real health and wellness program.

One of the things you could do here would be to offer a healthy food benefit card. A healthy food benefit card that can be used on nutritious foods and different medications will be appreciated by health-conscious employees, and will also allow you to keep them healthier, and happier.

As far as recruitment goes, it could be a good idea to work with a third-party human resources team if you want to get everything right. This will also allow you to concentrate on what matters the most.

Managing Relationships with Clients

This part is one that many people overlook when they start this kind of business, but managing relationships with clients can get very complicated, especially if you offer a wide variety of services.

If you offer SEO, then you have to be able to monitor results for every one of your clients and be ready to answer their questions when they ask. If you have PPC clients, then you may have to handle multiple campaigns for each of them and have campaigns with widely different objectives, scopes, and budgets. This is why you will need to learn how to manage your clients’ expectations, not be outlandish in your claims, and start getting familiar with things like CRMs.

Running a digital marketing agency can be rough at the beginning, but once you get the hang of it and you’ve built a good client base, things will become much easier. Just make sure that you surround yourself with the right people and get familiar with the back-office part before you start.

Create Social Media Buzz with Empire Avenue

Empire Avenue has always been an excellent tool for monitoring your social media and online activity, social media buzz, and networking with more people. While the gamification of social media and influence scores will continue to be discussed and debated, services like Empire Avenue or Klout, if used correctly, can be extremely valuable to businesses.

Of even greater value though is a powerful tool within Empire Avenue called Missions.

Added last year, missions are activities that Empire Avenue users can set up where other users are asked to do something and receive in-game currency (eaves) as a reward. Using missions, you can jump-start your social media activity, and I’m going to tell you how.

Creating Empire Avenue Missions

For the purposes of this post, let’s assume that you already have an Empire Avenue account and some eaves to spend. I will also review some great options for missions in a moment, but let us also assume that you’ve decided to ask users to visit and share your latest blog post to their own social networks.

Log into EA (http://www.empireavenue.com) and click on the Missions tab. Your first view will be other missions that members have created. I do recommend checking these regularly as they are a source of more eaves for you, ideas for other missions, and an important part of the game. You can also click on Dashboard to see any previous missions you’ve created, but click on Create Mission for now.

The Create Mission form is comprised of Title, Mission Type, Detailed Description, Reward, Requirements and Promote.

As suggested in the field, your Title needs to be compelling. I recommend including what you want them to do along with what you’re going to give them. More on that in a moment.

For Mission Type, your choices are Visit a URL or YouTubeLikes / Subscriptions.

For most missions you will be sending members to another URL, but the YouTube options are nice. When you provide a link to your YouTube video or channel, Empire Avenue will display it within the site and require that they watch the video or subscribe to your channel before collecting the reward.

In the Description field, you can go into greater detail about your mission and what you want them to do for you.

The Requirements section is nice because you can limit who is eligible to do your mission. For most social media missions, you’re likely going to want Anybody to do them, but you can choose Shareholders or Not, Minimum shares owned, community membership or even Country.

Currently, the only Reward that you can offer is Eaves. You will determine how many eaves to pay out, and how many payouts you wish to give. This will determine your mission budget. Offering 10 rewards of 5000 eaves each will set a mission reward budget of 50,000. Empire Avenue will charge a fee equal to your reward budget so your total mission cost in this example would be 100,000.

Finally, there’s a Promotion section where you can decide whether or not you wish to send a message to your shareholders to let them know about the mission. Anyone can view available missions in the Missions area, but notifying shareholders is a great way to get eyes on your mission quickly. It does, however, come at a cost of additional eaves for each shareholder, and the rate goes up the more often you send such messages.

Once you have made your choices, click on Save & Preview and you will see what your mission looks like. You can make sure everything is spelled correctly, that you have the right reward values, and even test your link.

Empire Avenue Mission Best Practices

Before we get into some specific ideas for missions, there are few tips and recommendations I want to share with you.

  1. Be clear and concise in your title what your mission task is and include the reward value.
  2. Try to keep your description brief and to the point.
  3. Include some information about where you’re sending them, what the link is about, particularly if it is a controversial subject.
  4. Include the link within the description as well as the link field.
  5. If you have other missions that haven’t been completed yet, include a link to those missions within the description.
  6. Be specific with your mission task. Instead of simply asking someone to check out your latest blog post, ask them to make a comment or share it.
  7. Make sure that your reward matches the request. The more time you want someone to invest, the more you’re going to have to offer. Also, the more you offer, the faster the mission will get completed, so if it’s something you need done quickly, be prepared to offer a premium.
  8. Remind people to Like the mission. It is an in-game activity and such actions are counted by EA.
  9. Use Shareholder Messages sparingly, since they can get so expensive. It’s actually cheaper to increase the value of your rewards a little bit and entice more people viewing the general missions thread.

Empire Avenue Mission Ideas

Now, what are some of the most effective missions? You will see a lot of ideas as you peruse everyone else’s missions. If your stock price is struggling you can pay others to invest in you, improving your share value and encouraging even more people to invest in you. That’s great for in-game success, but I like to use Empire Avenue to jump start social media buzz.

Each time I post a new blog entry or article, I share it to my social networks. But it sometimes takes time for my own followers to get online and notice something new from me, so I use Empire Avenue to spread the word.

If you’re posting to multiple networks, first pick the one you want to target. Generally, this should be the network where you expect to have the most impact with this specific post, whether it’s Facebook or Twitter or Google+. Then, grab the URL for that specific post and use that as the mission URL. The mission task must be to share or ReTweet the post. If it’s a tweet, you will get a lot of Favorites as well as new followers if they haven’t followed you before. If it is a Facebook or Google+ post, I always mention that Likes/+1’s and Comments are welcome.

I do not recommend trying such a mission with LinkedIndue it’s poor viral nature. Individual status updates just aren’t seen by that many other people.

If you post frequently, you can do one of these missions for each post and switch networks occasionally to achieve a mix of audience. Or, if you post just once a week or so, you might run several missions for the same post.

You must try different missions with different blog posts to see what works best for you and your audience. Personally, I have found that Twitter works best for news-related stories.

Not every blog you write and mission you run will get the same results, which is why you need to test different missions, as well as utilize other blog traffic and promotion tools like Triberr. And if you’re not promoting a specific blog post, there are some other missions you can run to help your business:

1. Gain Followers

An easy mission to run is to simply ask people to follow you on a specific social network. The most commonly asked are Twitter, YouTube, Facebook, Google+ and Instagram. These kinds of missions do not require much effort and therefore can use small rewards and a lot of payouts. This is a excellent way to quickly ramp up a new Twitter account, or get that new Facebook Page up past 25 likes.

2. Blog Comments and Shares

If you struggle to get people commenting on your blog, jump start the conversation by asking your Empire Avenue friends to comment. Many of the comments will likely be of the “nice post” variety, but some members do take the time to read and craft a thoughtful comment. Ether way it’s activity that will make your normal readers feel more comfortable posting their own thoughts.

You can also ask members to share your blog to their networks, using whatever social network buttons to offer or prefer. This is a nice way to get your blog shared to some of the other networks like Digg, StumbleUpon or Reddit, but it will cost you more and be less immediately gratifying. You can instantly see shares on Google+ from your original post, but if I go to your blog and digg it, you won’t likely know.

3. Blog Writing

A brilliant idea that I saw executed recently by Reg Saddlerwas asking members to write a blog post of their own on a specific topic. In this case, it was a review of a specific product and the issue it solves, “privacy while using a public WiFi network.” The mission paid a hefty amount (50,000), and provided background information and a reference post. The mission owner also provided additional promotions to myself (and presumably others) who wrote exceptional posts.

So, in short, this is an expensive way to go, but imagine the publicity you could get for your brand! In one week, you could have 50 different blog posts on 50 different sites all talking about and linking to your product or service. This not only the most expensive, but also the most complicated of mission options since you’re going to have to provide a blog topic that people would be comfortable writing about. If it is highly technical or too industry-specific, it will prove too challenging.

If you aren’t already an avid Empire Avenue user, I hope this has inspired you to give it a whirl. Running missions takes eaves, so it requires a certain degree of success within the game (you can buy eaves with real money, but that’s not necessary). If you need help formaulating a strategy for EA success, let me know. And please share some of your mission success stories!