Posts Tagged ‘transformation’
You say you want to get closer to customers, but your actions are different than your words.
You say you want to “surprise and delight” customers, but your product development teams are too busy building against a roadmap without consideration of the 5th P of marketing…people.
Your employees are your number one asset, however the infrastructure of the organization has turned once optimistic and ambitious intrapreneurs into complacent cogs or worse, your greatest detractors.
Digital Darwinism is a phenomenon when technology and society evolve faster than the ability to adapt. And, it threatens rigid and traditional practices everywhere. It’s no longer just survival of the fittest, but also survival of the fitting. Businesses must earn relevance and to do so requires much more than adoption of the latest technologies or launching endeavors in the latest social or app flavor of the month.
During Blogworld Expo in Los Angeles, I was given the opportunity to interview Jim Farley, Ford’s Group Vice President, Global Marketing, Sales and Service live on stage. The discussion was focused on a powerful theme, putting your brand in the hands of customers. Certainly for any business, large and small, the idea of empowering customers to shape and steer your brand can be perceived as both frightening and dangerous. But here, Farley brings a refreshing perspective on why businesses, including Ford, need to engage customers in a more human and genuine manner. He looks beyond marketing to bring executives, employees and customers together in building a stronger brand, more relevant products and services, and investing in meaningful relationships to ultimately create a remarkable business…a business that matters beyond its goods.
As I think about disruptive technology, it’s clear that as an industry, we often get stuck in conversations about products, services, and features. In social media for example, we are enamored with Twitter, Facebook, Foursquare, and the like. At the same time, we tend to confuse emerging with disruptive technologies and overly invest in rising stars such as Instagram, Quora and to some extent Google+ before we understand the impact they have on our world and the impact we can have within each network.
Customer-centricity or getting closer to customers is often the focus of many executive meetings I attend these days. The question always arises, “how can we use new media to get closer to customers?”
The answer is not, develop a social media strategy to start engaging with customers. The answer is, change. Any organization that focuses on operations, margins, and efficiencies over customer experiences will find itself unfavored by tomorrow’s connected customer. It’s difficult to see the customer or empathize with them if you’re focused on a spreadsheet. It’s impossible to change if you can’t see what it is they value.
If necessity is the mother of invention, then perhaps imagination is the source of innovation.
In December 2010, I was given the opportunity to write the cover story for Entrepreneur Magazine. The article, “Change: Lessons on What’s Next,” explored the innovation behind three (well four) companies — Foursquare, Square + Twitter, and Zappos. Throughout the years, I’ve had the opportunity to spend time with Dennis Crowley, Jack Dorsey and Tony Hsieh. And over that time, I’ve observed inherent traits that I believe represent the future of business and how companies engage with customers to create a more adaptive and connected infrastructure to compete for the future.
Served as inspiration for The End of Business as Usual…
The socialization of media is the undercurrent for the Industrial Revolution of our time. Yet, here we are today, forcing social media into the aging paradigms that the social revolution set out to upset in the first place.
Welcome to the fourth episode of (R)evolution, a new series that connects you to the people, trends, and ideas defining the future of business, marketing, and media. My guest in episode 4 is Charline Li, founding partner of Altimeter Group, author of the new book, Open Leadership and also my dear friend.
The premise of “open leadership” sets the stage for executives to embrace social technology to transform the way they lead. In our discussion, we also review how social behavior and activity demand that leaders not only embrace open leadership, but also open engagement.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.