Successful Blog

What Customers Already Know about Influence and Loyalty

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Time is the New Money: 7 Crucial Truths for 2012

The silos of thinking that made our processes work were great when we were building assembly lines and factories. The spreadsheets of data that sorted our thinking were fine when we were counting dollars and doughnuts and things that didn’t think too. Fear of change, love of past success, bias that interprets history in our favor leads us to repeat and re-imprint bad or outdated behaviors in our organizational brains.

But when it came to predicting human behavior, teaching and training leaders, or bringing together teams in collaboration,

Big data has crashed through the halls of our silos.

Now through weird combinations of buying habits Target decides that we’re pregnant. For as much as they’re right, they’re wrong too. Just ask my friend who isn’t pregnant who’s getting samples from Similac.

Why don’t they just ask if it’s true? We talk to people who ask us more than we talk to people who tell us.

Find out about Influence and Loyalty

Once in the world of broadcasting, companies could control the conversation. Is it that habit of controling that keeps them secretive about asking?

The older, the larger that business has grown the harder achieving that new culture must be;
that is … they have more past success, more to lose, more to fear, fewer models of trust and collaboration.

Yet the business that will win my trust and gain my influence will be a role model, leader, learner, teacher, guide to the use of its product or service. If you want your company to embrace the social web, champion these ten roles as an action plan …

    It’s important that we recognize that customers already know …

    • Influence is more than moving people to click on an add or retweet an offer. We might do those. We might even write a blog post. Hand us a free phone and we might use it, but that doesn’t mean will carry your banner of influence.

      Want me to tell my friends about you, evangelize and spread the word to others who I hardly know? You have to be even better than your product. Understand what it means for me to put my seal on your product. I have to trust that it won’t show up broken, or break when someone first uses it. I have to know that my good experience wasn’t just a fluke. I want to know that you weren’t only extremely to me, but that you’re extremely professional to everybody.

    • Loyalty is a relationship based in trust. Lasting loyalty isn’t tied to price, points, or other forms of bribery.
      The “tools of social media and social networking” are as important, but not more important than other social tools and venues through history, such as cave paintings, paper and pencil (or crayons), print communication, the telephone, radio, television, the neighborhood bar. Loyalty is a belief that you’ll be there and be the same person even when I’m not around to see you.

    We are influenced by our friends because they are predictable. We know which ones always buy the first of everything and which buy after the sell-by date. We don’t follow the fickle ones blindly. We don’t follow the judgmental ones to places where we disagree.

    And we don’t follow people who tell us what to think without finding out who we are.

    Just yesterday, I heard someone who spends no time online talk about “companies that don’t ‘get’ it.” What she meant is that her favorite store changed a policy in a way that served themselves not their customer.

    What customers know about influence and loyalty is that we don’t like companies who are selfish.

    Are you sure you’re serving your customers?

    –ME “Liz” Strauss
    Work with Liz on your business!!

Influencing Decisions – Part 2: 4 Things to Let Someone Know Before You Ask

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IRRESISTIBLE BUSINESS: Influencing Decisions

Not Everyone Has the Context You Do

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A few days ago I got another phone call from a person I met several months ago. He said his name and then said,
I’m launching a new product and I’m wondering if you’d like to see a demo.

“What?” was all that I could think of to say.

When he’d called, I’d been knee deep in writing a proposal. I was well into the context of the strategy I was developing and that strategy had no connection to the name or the random question that had just interrupted it.

After an uncomfortable few minutes of asking questions of my own, I managed to find out who the person was and why he was calling me — he wanted to enlist my help. After all, we were connected.

The disconnect in this “connected” thinking is that I can’t help everyone with whom I have a conversation, much as I might be inclined to be the helpful one. My life, my family, my friends, and my landlord demand their own part and parcel of my time. So I can’t stop my own goals to pursue others’ quests just because they ask.

No one can.

It’s hard enough for any one of us to determine where to lend our support to the most noble of quests within the time we have in our lives.

If you’ve got a quest that needs support, help yourself and the people you might ask by being able to tell us the information we might need to make that decision before you ask.

4 Things to Tell Before You Ask

  1. Lead with relationship and context. Let me know who you are. Your ask or offer will get turned down if it’s bigger than the trust in the relationship. Set the context for your conversation by establishing what that relationship is and why that trust exists. How do I know you? Why are you an expert at what you’re about share?
  2. Be clear on what you have. Let me know what your quest is. Tell me what exactly you’re talking about. be able to say it in 25 words or less. If you still need paragraphs of detail, you don’t know what it is.
  3. Connect your me to your quest. Let me know why you’re asking ME and not every turnip that that falls off the truck. Tell me why you’re asking me — why you believe my expertise will be a valued contribution to your success. That will pique my interest in your quest. If you’re asking everyone, you haven’t considered what any one person might offer and that anyone can do what you ask.
  4. Make helping easy, fast, and meaningful. Let me know how little I have to do to help. the facts. Don’t tell me about your disappointments. Think of what I might expect the product to be and then make sure I know if something in that definition is missing.

Anyone with more than one friend has to find a way to decide which friends to help and when. When you move beyond close connections, it sure helps if the “friends” asking lets us know that they’ve thought enough about their quest to start with trust.

Asking isn’t easy. Saying “no,” isn’t either. But time is the only resource no one has enough of.

Take the time to understand and prepare for the four points above and you’ll save time because you’ll contacting the right people with the information that they need to answer faster with a yes.

How do you make sure you’re ready to ask?

Be irresistible.

–ME “Liz” Strauss
Work with Liz on your business!!

Start Doing

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Rosemary O’Neill

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“First shalt thou take out the Holy Pin. Then shalt thou count to three, no more, no less. Three shall be the number thou shalt count, and the number of the counting shall be three. Four shalt thou not count, neither count thou two, excepting that thou then proceed to three. Five is right out. Once the number three, being the third number, be reached, then lobbest thou thy Holy Hand Grenade of Antioch towards thy foe, who, being naughty in my sight, shall snuff it.” Monty Python and the Holy Grail

Stop messing around and just throw the grenade already!

King Arthur, Galahad, and Brother Maynard wasted a lot of time debating the proper way to hurl the hand grenade while the killer bunny escaped unharmed.

What are you doing that is sidetracking you from your real purpose? Your 200 blog subscriptions are useful, but only if you do something with the information you’ve read (and the ones you aren’t reading…I give you permission to delete them). The teetering stack of business books on your nightstand might contain ideas that will launch your business to the stratosphere, but only if you have a way to implement the ideas (and yes, they still count if they’re clogging up your Kindle instead of your bedside).

Instead of counting to three over and over again, take action that will get you closer to your ultimate goal.

Here’s how to toss the grenade:

  • Every time you read a blog, article, or book, write down the “action items” you pull from them. Keep a notebook handy so that you can remember what you decided to do.
  • Check off the hardest task first thing in the morning. That thing you’ve been delaying because it’s hard or unpleasant. That thing you need to tackle in order to get to the next step. Didn’t do yours yet today? Go do it right now!
  • Find something that will snap you back to the original goal. Some people keep a dream board, or a written “big picture” list that they refer to at least daily. Keep your eyes focused on the prize, and feel free to turn off your social network notifications in order to do it. (Note to self: read your own blog posts, lady.)
  • Spend some time mentally considering how you will feel once you’ve taken action. Give yourself the mental image, how it will look, feel, taste. Savor that feeling and it will give you the power to start moving.
  • Take one bite at a time. Often, inaction or indecision is the result of feeling overwhelmed by the enormity of a project. If that’s happening, you need to stop and break the project down into manageable pieces. Then, you can gain momentum as you check off each task.

What strategies do you use to get yourself to take action?

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Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out their blog. You can find her on Google+ and on Twitter as @rhogroupee
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Images & Words: Are You Ready to Make Opportunity and Change the World?

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When I started blogging in summer 2005, I wanted to keep the writer’s discipline of writing every day. No one could have predicted, that it would lead me to several blogs, a fabulous business partner, a conference and consulting business, and place in a fabulous community. When I started photographing the sunrise in spring 2011, I wanted to keep a writer’s discipline of remembering to look out my window every day. The photos are starting to write stories with me. Now I’m starting to wonder where that will lead …

How to Make Opportunity and Change the World

Our businesses and our lives are in a constant state of change. We can try to tie things down, keep things where they are. It’s a battle that we’ll never win. On the other hand, they say some things never change. And the more they change the more they stay the same.

Change is like the rain. It’s not good or bad. How we see it is what makes us think that.
Do you see change as a problem or an opportunity?

See the opportunities.

Do you live in the sun or the shadow?

It’s your choice you know.

Do you see the clouds on the horizon …
or the color beyond them?

Maybe it’s time to move your focus.

Sunrise looks empty without the clouds

Notice how everything contributes.

Sunrise – sometimes it’s where you look for it.

Find and define new ways of seeing things.

Carry a sunrise in your heart today!

Shed light on the good things that you can make happen.

Problems and opportunities are the same things seen with a different attitude.
The minute we quit fighting a problem it becomes an opportunity.

To make opportunity, we need to trust enough to see what we’re not yet imagining.
To change the world, we probably should change how we see what’s wrong with it.

Are you ready to make opportunity and change the world?

Be irresistible.

–ME “Liz” Strauss
Work with Liz on your business!!

Break the Conspiracy to Build a Peak Performing Team in 2012

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Don’t Be Led Astray By the Conspiracy of the Team Player

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I’ve been thinking about the concept of the “team player” and the one time I had the outstanding pleasure of playing on a true team that built a business. I built a team or two and saw them dismantled by situations that undermined and contradicted true collaboration.

Why is that we do so much talking about being part of “the team,” when the underlying message is something different?

Think about it.
We learned to walk, talk, eat without benefit of a team.
No team could teach me to balance a bike or tread water to save my life.
Anyone who’s tried to pass on their experience at any of those skills knows that we learn them individually.

At school, we get individual report cards.
We get graded or assessed on our own performance.
We’re not supposed to share our homework.
We graduate as one person.
Our job applications are about what we as individuals have done.

We get hired alone.
We get raises and reprimands on our own.
We get an individual performance appraisal — it might speak to our team’s performance, but the rest of the team isn’t in the room.

And when we get fired, “the team” is told not to talk to us.

Where’s the team in all of that? What is a team anyway?

How to Break the Conspiracy of the Team Player to Build a Peak Performing 2012 Team

It’s a conspiracy that we ask people to be team players in situations that don’t offer a team. To break the conspiracy, we have to shift our thoughts to the community that is the team by valuing their contribution more than their job roles.

A true team is a group of people with complimentary skills who coordinate, delegate, and collaborate in ways that enable each person to invest peak performance moving the team forward to it’s highest goals. Great teams, like great leaders, are self-aware in that they know what each person should be doing more of and what each person should be doing less of — how each person contributes to the strongest team. When the team loses or adds a team member the team looks to fill a skill set that the team needs to be even stronger at what they do. Leadership is a quality shared by every team member no matter the level or area of expertise.

How do you get to a team like that?

  1. Hire leaders who share your values. Look for self-aware people who know their skills and have their ego intact. Leaders want to build something they can’t build alone. People who share your values will choose the same decisions as you will.
  2. Hire to the team. Don’t hire individuals. Hire one high performer and determine the key area at which he or she excels in his or her given job role and focus that role to take advantage of that. Then look for the additional skills in your next hires. In other words, adjust the job descriptions to enhance the performance of the best talent you find.
  3. Build out the team the same way. When a someone leaves the team, pull out the existing job description and have the team compare it to their own existing skill sets. What skills on that description are already covered well by two or more people on the team? Rewrite the new description to balance what you’ve got. For example if your marketing person leaves team and everyone on the team is social business savvy, write the new job description to find someone who “gets” social, but “lives” marketing data and analytics.
  4. Expect true team behavior and incentivize it. Lay out your goals and hold a quarterly appraisal for team performance that is tied to earnings. Move the team to solve their own problems ciollaboratively in the same the build their budgets and strategies. High performing teams thrive when they have
    • common goals — an agreement to work to achieve the same mission.
    • open communication — honest sharing of information that allows the team to move things forward efficiently
    • shared values — an agreement on what defines the standards of good behavior and good work
    • commitment to the group — every member inextricably bound to the team’s success
    • processes that support a culture of teamwork — the focus is on great performers who attract and nurture other great performers, because they’re truly fans of great performing teams.

    5. If it’s your goal to build a true team, trust the great performers you already have to help you start.
    Be a fan of great performers who are fans of great performers. Ask them what they need to perform at their peak and give them as much of that as you can. Constantly remove roadblocks and keep finding ways that they can do more of what they do well and less of what they do only adequately. Encourage everyone to notice others’ strongest skills and how the team might better use them..

    How will you break the conspiracy of the team player to build a peak performing team in 2012?

    Be irresistible.
    –ME “Liz” Strauss
    Work with Liz on your business!!

How to Be Bigger than Fear and Get on with Success

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FDR Was Right

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When I told the story of my mom yesterday, friends and colleagues commented on my courage — courage in telling my mother’s story, courage in putting down my cigarettes, courage in sharing out loud what might be choices that other folks don’t see as I do. I wasn’t afraid to tell the story. I had already lived it. It was true.

The thought kept occurring to me that every time people have accused me of courage has been a time when in my mind I saw no other option, a time when my answer to act was the only right answer I could see.

I don’t know that I know much about courage. Rare has been the moment that I had to muster up the nervous energy to take on a cause that I didn’t believe or to face a giant who would crush me to smithereens.

What I know about in these years of taking on the responsibilities of a family, a mortgage, a business, and decisions that would affect other people’s incomes is more what I’ve learned about fear.

And what I’ve learned about fear is that FDR was right.
And that understanding fear is the key to success in business and in life.

Be Irresistible and Fear-Less

We’re facing times not unlike those that followed the Great American Depression. If history repeats itself, it’s worth paying attention to what happened then, when my dad started his business, when FDR gave his First Inaugural Address and said …

This is preeminently the time to speak the truth, the whole truth, frankly and boldly. Nor need we shrink from honestly facing conditions in our country today. This great Nation will endure as it has endured, will revive and will prosper. So, first of all, let me assert my firm belief that the only thing we have to fear is fear itself—nameless, unreasoning, unjustified terror which paralyzes needed efforts to convert retreat into advance.

FDR’s words resonate for me. In times of learning to build a business, in past worries of whether I’d be able to pay the rent, fear was the enemy that tried to undo me.
Fear of failure.
Fear of losing.
Fear of doing nothing and doing the wrong thing.
Fear that I might spend a life telling the truth to everyone, but lying to myself.

Fear of finding my best efforts not enough paralyzed me. Fear of commitment enticed me into procrastination. Fear that the world I believed in and the person I was might not exist confused all of my decisions.

Carrying that fear wherever I went was a burden bigger than any one person could manage.
Slowly that fear broke down the integrity of the person carrying it.
Fear made me give away what I valued as if it were worthless.
Fear made me think that givers never get and getters forget.

Survival instinct says if the situation isn’t paying off, it’s a good time to move.
Fear wasn’t getting me anywhere.
I didn’t like where I was or what I saw around me.
I didn’t like the kind of people my fear attracted.
I didn’t much like myself.

I sat down and did the math.
I figured out that fear and trust don’t exist in the same space.
I looked my fear in the face and waited for it to devour me, crush me, embarrass me, or shun me.
It didn’t.

I studied my successes. I saw that I’d never carried fear into my success. I’d always gone in knowing I would be, do, and achieve what was needed to finish ahead. It wasn’t that I was stronger, better, or particularly more clever. It was that it crossed my mind that another option existed, except to come out ahead.

I calmly decided I was better than any fear I could dream up.
I knew that I could out breathe any fear and build something better instead.

I must not fear.
Fear is the mind-killer.
Fear is the little-death that brings total obliteration.
I will face my fear.
I will permit it to pass over me and through me.
And when it has gone past I will turn the inner eye to see its path.
Where the fear has gone there will be nothing.
Only I will remain.
— the Litany Against Fear from Frank Herbert’s Book Dune:

I don’t know much about courage.
I know enough about fear to watch it, learn from it, and let it pass.
Like the litany says I let it pass over me and through me until only I remain.
Fear can’t stop me from telling the hard truth gently, pursuing a quest I believe in, or trusting in myself.
And I’ve learned to recognize my friends by how fearlessly they won’t allow me to fail.

If “nameless, unreasoning, unjustified terror which paralyzes” has become a problem in your business or your life, breathe deep. Speak the truth. Trust your instincts. Believe in who you are. And surround yourself with people who will fight you for the right to not let you fail.

Be irresistible. Be fear-less.

–ME “Liz” Strauss
Work with Liz on your business!!