"We are not seats or eyeballs or end users or consumers. We are human beings and our reach exceeds your grasp. Deal with it."
Cluetrain Manifesto (1999)
The moment you think you have the superior product, service, device, solution, might be the same moment your company foundation begins to crack. Sears Canada has filed for bankruptcy and asked the government for approval to close all of their stores and collapse the company. It has been a spectacular implosion of a company that was in business for over 130 years and now it's pennies on the dollars while the vultures pick the bones clean.
Nothing for Service
Long-term Sears' employees are getting nothing for their years of service and the whole story is tragic. But it's also a lesson that your customers, my customers, our customers, decide whether we stay in business. Without sales, we don't have much, and anyone involved in Sears is finding that out in a stark and painful way.
As an executive recruiter, I am often speaking with candidates who are gainfully employed, happy where they are, but willing to keep an open mind about new opportunities. You may wonder why they are open when they're happy but no one is immune, and we all have customers whose reach exceeds our grasp.
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Showing posts with label cluetrain manifesto. Show all posts
Showing posts with label cluetrain manifesto. Show all posts
October 10, 2017
August 4, 2015
Adopting the Cluetrain Mindset
"We are not seats or eyeballs or end users or consumers. We are human beings and our reach exceeds your grasp. Deal with it."
Cluetrain Manifesto (1999)
I’ve never endorsed or sold anything on this site but I felt compelled to share a story with you about my phone. I’ve been a BlackBerry customer since they made pagers. The culture at the company hasn't been great for years but I like the phones. I’ve been a (reasonably) satisfied customer. So far.
I live half an hour from their world headquarters. I know people who work there. I also know many who no longer work there. I realize gadgets break down but this is about much more than technical issues I had with my Z10.
Time to Switch
In my case, calls would often go straight to voicemail, the ear bud connection was temperamental, others would often say they couldn't hear me properly. I would contact my service provider and they would blame BlackBerry.
It’s disheartening when you go onto the BlackBerry site and the only people trying to solve issues are other BlackBerry owners. The company was no help and lost another customer. That’s how arrogance loses market share.
We know better
This isn't about mobile devices; it's a contrast of one company understanding that customers want choice and a good experience while the other felt they built the superior device years ago and all others should fall behind them.
The moment you think your company owns the hill, listen carefully for the sound of marching feet on the way to push you into the abyss. Being a market leader is not only about profits, it’s about appreciating what customers want.
After the cash register
Building great stuff is a minimum requirement. Building superior stuff will create loyal customers. Ignoring how you got there will give customers the choice to open their wallets to a competitor. I'm enjoying my new iPhone 6. It's pretty cool.
Celebrate the fact your users, listeners, viewers, buyers, customers, or clients have the choice and ensure you are there to provide them what they need. This is not to suggest you bend until you break but their reach exceeds your grasp.
Deal with it.
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Kneale Mann | People + Priority = Profit
Cluetrain Manifesto (1999)
I’ve never endorsed or sold anything on this site but I felt compelled to share a story with you about my phone. I’ve been a BlackBerry customer since they made pagers. The culture at the company hasn't been great for years but I like the phones. I’ve been a (reasonably) satisfied customer. So far.
I live half an hour from their world headquarters. I know people who work there. I also know many who no longer work there. I realize gadgets break down but this is about much more than technical issues I had with my Z10.
Time to Switch
In my case, calls would often go straight to voicemail, the ear bud connection was temperamental, others would often say they couldn't hear me properly. I would contact my service provider and they would blame BlackBerry.
It’s disheartening when you go onto the BlackBerry site and the only people trying to solve issues are other BlackBerry owners. The company was no help and lost another customer. That’s how arrogance loses market share.
We know better
This isn't about mobile devices; it's a contrast of one company understanding that customers want choice and a good experience while the other felt they built the superior device years ago and all others should fall behind them.
The moment you think your company owns the hill, listen carefully for the sound of marching feet on the way to push you into the abyss. Being a market leader is not only about profits, it’s about appreciating what customers want.
After the cash register
Building great stuff is a minimum requirement. Building superior stuff will create loyal customers. Ignoring how you got there will give customers the choice to open their wallets to a competitor. I'm enjoying my new iPhone 6. It's pretty cool.
Celebrate the fact your users, listeners, viewers, buyers, customers, or clients have the choice and ensure you are there to provide them what they need. This is not to suggest you bend until you break but their reach exceeds your grasp.
Deal with it.
__________________________________________________________________
Kneale Mann | People + Priority = Profit
April 23, 2010
Customers and Other Relationships
We are not seats or eyeballs or end users or consumers. We are human beings and our reach exceeds your grasp. Deal with it.
Cluetrain Manifesto April 1999
No matter if you own the company, manage the company or work at the company, you have customers. You are a customer or client too.
There is an internal client network also known as stakeholders. The presence of a cash register is secondary to the importance of these relationships.
You either sell your goods or services to another company or to the person who will use your stuff. They are customers either way.
Who's Buyin'? Who's Sellin'?
You may do e-commerce, create widgets, provide advice or build things but you always have customers.
We are both providers and consumers and often at the same time. Think about that the next time you’re pumping your own gas.
Your company may help another company improve their offering by increasing the quality of your part of the equation that makes the final product better. No matter what service you provide, you eventually need others to help.
Whether you live in the business-to-business or business-to-consumer space, you need your customers to help you decipher how to improve it .
You need people inside your organization. You need suppliers and buyers. You need feedback and teamwork. And most of all, you need relationships. We reside on both sides of the proverbial counter.
How important are the relationships inside your organization? Are your suppliers crucial to your success? Is the feedback from customers essential for your advancement?
@knealemann
strategy. marketing. social media.
photo credit: almightydad
Cluetrain Manifesto April 1999
No matter if you own the company, manage the company or work at the company, you have customers. You are a customer or client too. There is an internal client network also known as stakeholders. The presence of a cash register is secondary to the importance of these relationships.
You either sell your goods or services to another company or to the person who will use your stuff. They are customers either way.
Who's Buyin'? Who's Sellin'?
You may do e-commerce, create widgets, provide advice or build things but you always have customers.
We are both providers and consumers and often at the same time. Think about that the next time you’re pumping your own gas.
Your company may help another company improve their offering by increasing the quality of your part of the equation that makes the final product better. No matter what service you provide, you eventually need others to help.
Whether you live in the business-to-business or business-to-consumer space, you need your customers to help you decipher how to improve it .
You need people inside your organization. You need suppliers and buyers. You need feedback and teamwork. And most of all, you need relationships. We reside on both sides of the proverbial counter.
How important are the relationships inside your organization? Are your suppliers crucial to your success? Is the feedback from customers essential for your advancement?
@knealemann
strategy. marketing. social media.
photo credit: almightydad
May 11, 2009
37 Business Ideas
If you’re in business, it’s safe to say you want to win. And if you don’t want to win, one must ponder the reason you’re in business.
Often companies are looking for the competitive advantage.
Imagine for a moment that you had to find those things you could do better than your competition and you had no additional capital to do so. Not much of a stretch these days!
In no particular order, here are 37 ideas you may want to try…
1. Be honest with yourself.
2. The customer may not know what they need.
3. Read Cluetrain Manifesto. Free copy here.
4. Don’t blame others.
5. Mean it.
6. Actually keep an open mind.
7. Have a plan.
8. Help others when there’s nothing in it for you.
9. Lighten up.
10. Actually give good customer service.
11. Over deliver.
12. Never call yourself an expert.
13. Return emails.
14. Demand honest perspective from others.
15. Focus.
16. Anticipate customer need.
17. It’s not about price.
18. Laugh often.
19. Drive a different way to work
20. Say thank-you.
21. Figure out what you can win.
22. Listen or watch something motivational every day.
23. Don’t hide.
24. Ask for feedback and wait for the answer.
25. Avoid preconceived notions.
26. Your resume is irrelevant.
27. Tell the truth.
28. Be willing to give some for free.
29. Keep it simple.
30. Don’t over-think. Don’t under plan.
31. Listen to customers. No, really.
32. Have lunch out of the office by yourself.
33. Work smarter.
34. Deliver what you said you would deliver.
35. Manage expectations.
36. Eat more chocolate.
37. Remember, none of us gets out of this alive.
@knealemann
Often companies are looking for the competitive advantage.
Imagine for a moment that you had to find those things you could do better than your competition and you had no additional capital to do so. Not much of a stretch these days!
In no particular order, here are 37 ideas you may want to try…
1. Be honest with yourself.
2. The customer may not know what they need.
3. Read Cluetrain Manifesto. Free copy here.
4. Don’t blame others.
5. Mean it.
6. Actually keep an open mind.
7. Have a plan.
8. Help others when there’s nothing in it for you.
9. Lighten up.
10. Actually give good customer service.
11. Over deliver.
12. Never call yourself an expert.
13. Return emails.
14. Demand honest perspective from others.
15. Focus.
16. Anticipate customer need.
17. It’s not about price.
18. Laugh often.
19. Drive a different way to work
20. Say thank-you.
21. Figure out what you can win.
22. Listen or watch something motivational every day.
23. Don’t hide.
24. Ask for feedback and wait for the answer.
25. Avoid preconceived notions.
26. Your resume is irrelevant.
27. Tell the truth.
28. Be willing to give some for free.
29. Keep it simple.
30. Don’t over-think. Don’t under plan.
31. Listen to customers. No, really.
32. Have lunch out of the office by yourself.
33. Work smarter.
34. Deliver what you said you would deliver.
35. Manage expectations.
36. Eat more chocolate.
37. Remember, none of us gets out of this alive.
@knealemann
photo credit: mag3737
