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It is day three of the Compete Through Service Symposium produced by the Arizona State University Center for Services Leadership. There have been so many great speakers and intriguing discussions. I am through with my two workshops on Outside-in Service Innovation and using strategic thinking exercises to expand an organizations thinking and results in this area.

Speaking of strategic thinking exercises, looking back over my Compete Through Service notes and tweets so far, here are a variety of points that all seem like they are begging to become strategic thinking exercises. We will be sending all of these to the Brainzooming R&D lab and see what develops from them!

Danny-White

Former Dallas Cowboy Quarterback, Danny White

Mary Murcott, President, The Customer Experience Institute, Dialog Direct

Culture, a provocative point of view, and simplicity drive service innovation

To disrupt through simplicity, try to enable people to do more, reimagine the service experience, remove friction in processes, and figure out how to save people time. (This idea has already become an organizing slide in the Outside-In Service Innovation workshop.)

Mike Gaithright, Director, Americas Customer Services, Amazon.com

The Jeff Bezos formula is obsess over customers, think long term, and innovate.

Amazon looks at opportunities as either one-way or two-way doors. A one-way door is a situation where once you make the decision and commit, you can’t return to where you were. With a two-way door opportunity, you can go right back if something is wrong. Amazon goes big, bold, and fast in two-way door situations.

With customer service, treat your customer as you would a friend. Ask yourself, “What would I do to help my friend when something goes wrong?” Then go out and do that.

Brad Haeberle, Vice President, Siemens

People will pay a lot of money for services that take pain off their lap. Or ask customers how they use your product and commercialize that – you’ll make a lot of money.

Accounting systems go against service innovation. You can depreciate product development investments, but typically can’t with a service.

Erik Peterson, Partner, A.T. Kearney

“Power is ‘easier to get, harder to use and easier to lose.’” – Erik Peterson quoting one of his associates

Derrick Hall, President and CEO, Arizona Diamondbacks

During a period of intense change, reach one person at a time. Don’t allow a single call or email to go unanswered when going through change. Even better, meet with people individually and personally to communicate and bring them into the change.

Have an arrival party for new employees. Don’t invest in going-away parties, making a big splash for someone who doesn’t want to work for you anymore.

Bridget Duffy, MD, Chief Medical Officer, Vocera Communications

The first question to hospital patients (or any customer in a daunting, stressful situation) should be, “What are you most concerned about and how we can address that?”

Develop an “Always Event” list spelling out the customer experience that always has to be in place. One question to help identify easy things to add to the Always Event list is, “What one moment in the experience most touched your heart?”

When you’re trying to tackle major customer experience issues, don’t try to solve everything at once or start with the hardest thing to fix.

Mavericks have to be willing to be burned at the stake.

Danny White, former Dallas Cowboys Quarterback

Failure is a resource. It helps you find the edge of your limitations. – Danny White quoting from the book You2

Mike Brown

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This Thursday, I’m leading two Brainzooming workshops at the Arizona State University 25th annual Compete Through Service Symposium.  The workshops are titled, “Mining Outside-in Opportunities to Expand Your Service Offering.”

The workshop will cover Brainzooming strategic thinking exercises that explore brand benefits for innovation ideas, provide new ways to derive insights from the marketplace, and allow organizations to look at what they do in new ways to find other examples from which to innovate.

Innovation-Fake-Book

Brainzooming Strategic Thinking Exercises for Outside-in Innovation

As a preview, here is some of the Brainzooming content on which the session is based.

Building on Your Brand Benefits

Observing and Exploring New Possibilities

Deconstructing What Your Brand Does

Organizing the Strategic Thinking Exercises

To organize the strategic thinking exercises and other content, we’ve tapped a couple of outside sources that allow you to identify an organization’s innovation profile and tie specific activities to five stages of designing and offering a customer experience.

If you aren’t going to be at the Compete Through Service Symposium, we’ll soon be offering the eBook that attendees can download for these Brainzooming sessions. Look for it soon! – Mike Brown

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Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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I’m recasting a variety of innovation-oriented Brainzooming strategic thinking exercises for a workshop on “Strategic Service Innovation” at the 2014 Compete Through Service Symposium at the Arizona State University Center for Services Leadership. Having organized many corporate senior management education programs at ASU previously, it’s exciting to get back to the Center for Services Leadership to facilitate two Brainzooming workshops on strategic service innovation.

Among the strategic thinking exercises we’re revamping is one where companies can explore potential opportunities to identify new markets with brand new service (or product) offerings.

For a traditional, established company, the prospect of entering a new market with something less than what it would have in place to introduce a new offering in its primary markets can scuttle innovation.

The thing is, however, companies emerging with a disruptive mindset aren’t approaching markets as established companies approach them.

If you’re in an established company trying to become a disruptive strategic force in a new market, you have to figure out a way to give your brand internal permission to pursue markets where:

  1. Your brand isn’t a blip of a presence yet.
  2. You’ll be starting from scratch (or close to it) to create a brand position so you can create distance from your primary brand.
  3. You may be introducing a niche offering, so targeting a small share at a premium price is viable.
  4. You may need to spread costs differently in order to consider pursuing a low-priced, share-stealing strategy.
  5. You are creating a product/service and price point combination that isn’t comparable to any market competitor.
  6. Your strategy needs to lower certain risks so you can move dramatically more quickly compared to new entries in your primary market.
  7. Heavying up on only one part of the marketing mix and largely ignoring others is acceptable.
  8. The entry point into the industry’s current customer model may seem radically different.
  9. You’re not over-focused on looking like current players in the industry since doing so can reduce your disruptive impact.
  10. You may be a part-time player, making it unnecessary to try to serve all the market needs with a complete product offering.
  11. It’s possible to be successful against traditional competitors even with major deficits in areas that industry players think are important, but really aren’t in customers’ eyes.
  12. You can over-deliver on a very different set of benefits than traditional players.

Sound scary?

If so, that’s good.

Now give your brand permission to enter a market where some, most, or all of these permissions become realities. That’s when your brand can really shake things up and disrupt! – Mike Brown

 

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If you’re facing a challenging organizational situation and are struggling to maintain forward progress because of it, The Brainzooming Group can provide a strategic sounding-board for you. We will apply our strategic thinking and implementation tools on a one-on-one basis to help you create greater organizational success. Email us at info@brainzooming.com or call 816-509-5320 to learn how we can help you figure out how to work around your organizational challenges.


Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Applause is a wonderful part of any conference event. Applause makes the speakers feel better. Applause signals the attendees are enjoying the event. Applause keeps things lively.

None of that means applause always happens spontaneously, however.

How many conference events have you been to where speakers start or finish with no applause?

I’ve been to plenty.

Sometimes there’s no applause because of the audience. Often, though, it’s because event organizers aren’t actively enabling applause as part of the event strategy.

5 Event Strategy Ideas for Generating Applause When You Need It

Want to make sure your event strategy maximizes its applause opportunities? Here are five ideas for doing the most with applause at your event, whether it’s a big conference or a small association luncheon or dinner.

Applause

1. Identify upfront where you want applause.

It’s easy to know you want applause when someone takes or leaves the stage. What are other places where you want applause? After videos? Following a certain big statement a speaker makes? When the event ends and people are prone to wander off? Create a list of all the places where applause will pump up the program and make it part of your event strategy.

2. Make sure there is always an applause starter in the audience.

This Individual (or potentially multiple individuals), is stationed off to the side in an inconspicuous spot. Your applause starter will do what the title suggests. This person is ready to start applauding at every point you want applause. Hand the applause starter the list you’ve developed, brief them on what will be happening throughout the event, and turn the applause starter loose to applaud in all the right places. The great thing an applause starter (trust me on this) is the audience will join in and readily applaud once someone takes the lead.

3. Invite the audience to applaud.

This may seem crass, but it needn’t be. When writing intros for speakers, add a line that says, “Please welcome,” “Help me welcome,” or “Let’s have a warm welcome for our speaker.” A line as simple as that along with the person doing the introducing actually starting light applause will ensure there is applause for a new speaker.

4. Keep presenters close to the stage.

It’s awkward when a speaker takes the stage from so far away that the audience’s applause dies long before the speaker arrives on stage. Position speakers close to the stage so they get where they need to be before the applause ends. If need be, make sure your speakers understand to move quickly and can reap all the benefits of the applause you are instigating for them.

5. If you’re a speaker, pause at your applause line.

Some speakers deliver applause lines (big messages that elicit audience affirmation) right and left. Other speakers do it occasionally. Either way, an effective applause line should be followed by a hard stop and a sufficient pause to allow the audience time to respond. If you’re a speaker who only occasionally has applause lines, take an applause line-type pause at other points in your presentation. With this, your real applause line pause doesn’t appear to be too needy. You may also want to arrange your own personal applause starter who knows where your applause lines are coming and gets things going.

Can we get some applause for these event strategy ideas?

I apologize if these five ideas seem basic. Based on the number of events I attend where there is far less applause than there should be, however, I suspect even these basic ideas are overlooked. – Mike Brown

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There’s huge potential for video to capture and create powerful moments at an event as part of an overall content strategy.

Yet talking with an event organizer who had dispatched a staff member with a video camera to cover the organization’s annual event, the results were disappointing. While the organization’s event was emotional and transformative for attendees, none of that translated to the event video.

The problem was the staff member with a video camera was dispatched with no clear plan or a content strategy with direction on where to look for strong content creation opportunities.

Left to his own devices (literally and figuratively), the event video was meandering and lacked a strong storyline.

The answer is having a content strategy with a starting outline and plan on where to shoot video. There should also be a basic understanding of how to ferret out and take advantage of impromptu opportunities for great video. With the right video content strategy, a video shooter can capture a plethora of raw video footage suitable for multiple uses, including event marketing, highlight videos, and future content sharing.

cmworld photo

Content Strategy and Imagining Where Great Content Will Be at an Event

While every event is going to be different, here’s a list we created for the event organizer mentioned above to help a future video team in imagining where great content will be at an event.

We’re guessing, although it’s generic, this list will work as a starting point for many (most?) events.

Attendees and Groups

  • Attendees interacting with one another in new or very active ways.
  • Attendees voicing their ideas – whether about the conference content or personally important topics.
  • Movement or activity with the entire group or big segments of the group.
  • Opportunities to depict the entire attendee group together.
  • Reasons from attendees on why others should attend.

Emotional Content

  • Attendees having fun or experiencing other emotions during the event.
  • Casual and informal interactions.
  • Any kids or pets that are at the event.
  • Goodbye moments among attendees.
  • The most exciting moments during the event you can anticipate.
  • Content surprises the attendees don’t know about ahead of time.
  • Thank yous to attendees for attending.

Planned Content

  • Beginnings and endings of significant content sections.
  • Content from experienced speakers.
  • Content from genuine, less experienced speakers.
  • Moments tied to lyrics of songs you’re expecting to use with event video.

Behind the Scenes

  • Attendees getting to the event.
  • Attendees exploring the event space.
  • Extracurricular activities, excursions, or site seeing within the event.
  • Behind the scenes activities that reveal something about the event’s content.

Big Visual Impact

  • Shots of dramatic / cool aspects of the event space.
  • Instances where dramatic lighting will be used on stage or in other locations.
  • People with dramatic motions that don’t require words.

That’s our starting event video shooting list. What would you add to it? – Mike Brown

 

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“How strong is my organization’s social media strategy?”

9 Diagnostics to Check Your Social Strategy

Is your social media implementation working as well as it can? In less than 60 minutes with the new FREE Brainzooming ebook “9 Diagnostics to Check Your Social Strategy,” you’ll have a precise answer to this question.

Any executive can make a thorough yet rapid evaluation of nine different dimensions of their social media strategies with these nine diagnostics. Download Your Free Copy of “9 Diagnostics to Check Your Social  Strategy.”

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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I presented both a workshop and a breakout session at last month’s Social Media Strategy Summit in Dallas. This was my second time attending a Social Media Strategy Summit this year, and conference producer Breanna Jacobs and the team from GSMI do a fantastic job of bringing together both wonderful presenters and experienced attendees together in a very interactive learning environment.

Here are a few highlights of the tweets, insights, and audience reactions to the social media strategy ideas shared at the Dallas event.

Social Media Strategy and Customer Service

Via Vanessa Sain-Dieguez (@VSDieguez) of @HiltonHotels

  • You don’t want to “train” your customers to tweet and get better attention than when you call.
  • It’s vital to listen for people mentioning your brand in multiple ways, even when someone isn’t mentioning your brand directly. For example, if the location on a tweet or Facebook update suggests a person is at your location with an issue, you want to be able to identify that and respond.
  • Hilton layered its social media-based customer services activities into pre-existing protocols between its franchisees and customer service group. This move minimized issues that might have developed if social media customer service were treated differently. That’s not to say that delivering customer service via social is simple. “Scalability is our biggest challenge every day.”
  • Successful real time marketing is about what’s relevant, not what’s trending.

Via Jeff Gibbard (@jgibbard)

  • It’s easy for customers to be rude to a logo on Twitter or Facebook. That’s not so if they sense a person on the other end. That’s why it’s important to sign your customer service social media in some way to show there’s a person involved on the brand’s end.

Social Media Strategy Insights from Adrian Parker of @Patron

Quick disclaimer – I was one of three people who won some of the new Roca Patron Tequila for live tweeting the most during the Adrian Parker presentation.

AdrianDParker2

Nevertheless, Adrian had a plethora of great strategic insights and paraquotes from his diverse career experience.

  • “Outsource your thinking, but not your decisions.”
  • “Your social strategy should be something your competitor would never do.”
  • “A best practice isn’t a strategy. It’s something you should be doing anyway.”
  • “Good strategy is inspired by, but not limited to, current customer behavior.”
  • “A good strategy should make you nervous.”
  • “Leadership is plural. Vision is singular.” Multiple people can lead against the sole vision.

An Attendee Recap

Dan Vadeboncoeur (@danvadeboncoeur) attended the SMSSummit and shared his recap on take-aways on his Media Nerds podcast. I tweeted Dan that I appreciated the shout out, especially since he sat in on both of my sessions.

Video Highlights from the Social Media Strategy Summit

In a great example of using content providers to create even more content from an event, a video crew was onsite the second day of the conference to film brief interviews with #SMSSummit presenters. There is a YouTube page with all of the videos, plus here are several from yours truly on social media and content marketing strategy.

See the video at: http://youtu.be/sOuBJzHvRBQ

See the video at: http://youtu.be/Vkf6Xu2HKWs

See the video at: http://youtu.be/MQkdKal2rtM

Wait, There’s More

This quick recap doesn’t do justice to the breadth of content at the #SMSSummit. Look for another post with additional highlights coming soon! – Mike Brown

 

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“How strong is my organization’s social media strategy?”

9 Diagnostics to Check Your Social Strategy

Is your social media implementation working as well as it can? In less than 60 minutes with the new FREE Brainzooming ebook “9 Diagnostics to Check Your Social Strategy,” you’ll have a precise answer to this question.

Any executive can make a thorough yet rapid evaluation of nine different dimensions of their social media strategies with these nine diagnostics. Download Your Free Copy of “9 Diagnostics to Check Your Social  Strategy.”

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Today’s post is simply silly. Even sillier than anything we’ve ever done before.

If you want serious, come back tomorrow.

Last night, as the close to the first day of Content Marketing World, there was a fun party at Jacobs Pavilion at Nautica.

COntent-Marketing-World-FLo

I wasn’t exactly sure if Nautica was the aquarium, a marina, or simply the orange clothing sponsor of Content Marketing World. Nevertheless, it was several hundred attendees at Content Marketing World noshing from local Cleveland food trucks, drinking adult beverages (the Smurf vodka-based drink was especially good), and enjoying a Beatles tribute band.

Beatles-Tribte

Speaking of Beatles tribute bands, here are the top ten things to enjoy and watch for whenever you see a Beatles tribute band (I warned you this was a silly post):

  1. The age range of the people drawn to a Beatles tribute band is remarkable. There were young women in their twenties who knew the lyrics to every song.
  2. For as long as I was there, this group never really moved beyond the first few years of The Beatles. And that was perfectly okay, except I’d hoped they’d do “Long Tall Sally.” And “Kansas City” would have been a nice touch.
  3. The quote of the night came from Elton Mayfield of ER Marketing: “If the Paul isn’t left handed (in a Beatles tribute band), you just have a guy in a costume.”
  4. Ringo didn’t sing a lot of songs, but at least the early songs Ringo sang were pretty rocking.
  5. Elton Mayfield saw Paul McCartney in Kansas City earlier this year and reported Paul is 72. I think the Paul in the Beatles tribute band with the young looking wig was close to 72 as well.
  6. I’m one (two at the most) degrees of separation away from the real Paul McCartney. It hasn’t translated into any business or personal benefits, however.
  7. This particular Beatles tribute band has been on tour for 31 years. I’m hard pressed to think of any other example of replacement parts lasting more than three times the original.
  8. You can’t go wrong with donuts covered in powdered sugar, even if they weren’t hot. Definitely, you should always go for the powdered sugar donuts. (Not technically about The Beatles cover band, but it was an important part of the evening.)
  9. When a Beatles tribute band play a George song, that’s when everyone goes to the bathroom.
  10. I can sway to a Beatles song, but that’s about it. I definitely can’t dance, even to The Beatles, but if someone asks me, I’ll try.

And that’s the dispatch from the first evening of Content Marketing World! – Mike Brown

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Download the free ebook, “Taking the NO Out of InNOvation” to help you generate fantastic creative thinking and ideas! For an organizational innovation and strategic thinking success boost, contact The Brainzooming Group to help your team be more successful by rapidly expanding strategic options and creating innovative plans to efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can deliver these benefits for you.

 

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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