Tag Archives: change

For brands who care about you, actions speak louder than words

in Strategy

“For things to change, somebody somewhere has to start acting differently.” – From the book Switch: How to change things when change is hard.

I was watching the above video from Trendwatching’s from earlier this year and it got me thinking about which brands I love and which I think care about me. Personally I can’t say that any brand really cares about me but I can tell you which one’s I love and they probably don’t even know I do: Amazon, Apple, Jordan, Nike, Evernote, Firefox, Porsche, Heineken, Jack Daniels, Antivir, Dropbox among others.

The universal truth is that no brand really cares about YOU, they care about your buying power. With such a dominant assumption (rule) why is it that businesses don’t choose to break it?

It’s hard? It can’t be done?

The Customer IS their business

There’s a crazy (in a good way!) company called Zappos that is Delivering Happiness 24/7 for 365 days a year to it’s customers and is proving that the rule can be broken. Zappos has proven that making people happy as a was of doing business is a competitive advantage by essentially deciding to act differently than every other business by .

They’ve made it clear that the customer IS their business. It’s such a powerful idea that Zappos decided to turn it into an online management consulting business to spread their gospel further (everyone will be better off). To deliver happiness requires a shift in mindset, to question the dominant assumption that business is all about profit. It requires that you do a little ‘shaking up’ and decide to act differently, to go above and beyond the normal.  They broke the pattern!

So what’s to learn about the great Zappos?

A way of showing that you care is by acting human with customers by being aware of what’s happening in their world. For example earlier this year because they would much rather have customers come back and eat than have ‘give more money away’. I later found out that this business was aware of Zappos and was implementing some out of ordinary tactics which I clearly can tell because almost everyone I’ve taken there to eat have made some remark about their attention to the customer.

Another way is by creating permanent mechanisms that reinforce the human aspect such as Zappos customer service oriented culture and their ability to go beyond the normal such as sending flowers to customers, thank you notes, etc to customers. It also must be mentioned that these mechanisms were not planned beforehand, they were just a natural evolution of the powerful ‘awe the customer’ culture they have (listen to ).

On the flipside Zappos is also a Happy place to work at, which only reinforces how they treat their customers. So here then is the new formula: Happy employees + Happy customers = profitable business

Which brands do you love and also care about you?

Innovation posts of the week: The Secrets of innovation revealed

in Must reads of the week

To create change don’t be afraid to shake things up and take charge

in Innovation, Leadership, Strategy

“For things to change, somebody somewhere has to start acting differently.” – From the book Switch: How to change things when change is hard.

 

If you want your team to do things differently just send them an email right?

Just merely saying ‘let’s be different’, ‘let’s innovate’ in an email is not going to cut it. If you don’t like the present situation and see no end in sight, don’t wait for your boss to give you permission to do things differently. You already have the tools, all you have to do is take off your ‘it’s not my job hat’ and do something about it.

There are rahrah! people who will try to pump people up and then go and hide in their caves thinking they’ve just inspired even the company mascot and that all will be taken care of, and then there are the quiet ones who just make things happen. Which one are you?

Take an opposite approach to everyone else’s behavior and make it your responsibility to fight ‘sameness’, you’ll piss people off but that’s what it takes to do things differently.

 

 

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IBM: Early failure is a necessary investment in innovation

in Innovation, Strategy

I’m reading Switch: How to change things when change is hard by the Heath brothers and in one of the middle chapters called Grow your people there’s a very important lesson on the topic of the fear of failure when provoking change. Here are some thoughts:

Since everything is hard before it is easy, in order to create change we have to be able to move people to a different set of behaviors and most of the time this is where the problem exists because people fear situations that are unknown. To keep people motivated in the long road to change, you need to create the expectation of failure.

According to the Heath brothers learning from failure begins with having the right mindset. A person with a is more likely to view failure as learning as opposed to one who has a fixed mindset and prefers routine tasks, therefore we must work to cultivate a growth mindset in your organization.

I think this where it all starts because as humans we’ve been programmed to think that ‘failure is wrong’ when really and so we’re taught to ignore the middle part of the process where all the learning takes place. The middle is the journey, where the ups and downs happen and you need the will to break through.

As the Economist recently mentioned, the key to the success to any change initiative is that first:

 

Leaders of organizations should allow their innovators to be scientists and tell our teams we don’t expect 100 percent success in early experiments. The important thing is to learn from failed experiments early in the process and use those lessons to map out a path to success.

 

For the purpose of credibility here’s a story from the book that I think is worth highlighting:

*Failing is often the best way to learn and because of that early failure is a kind of necessary investment. A famous story about IBM makes the point well. In the 1960’s, an executive at IBM made a decision that ended up losing the company $10 million. The CEO of IBM, Tom Watson, summoned the offending executive to his office at corporate headquarters. The journalist Paul B. Carroll described what happened next:

 

As the executive cowered, Watson asked, “Do you know why I’ve asked you here?”

The man replied, “I assume I’m here so you can fire me.”

Watson looked surprised.

“Fire you?” he asked. “Of course not. I just spent $10 million educating you.”

 

I’m almost finished reading the book and will post any other thoughts I think are worth mentioning.

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Innovation = changing things

in Innovation, Leadership, Strategy

When I was younger and went with my parents to all family get togethers all the grown ups would sit at a table and talk/rant about politics (you get the picture!). My mom would ask me why I didn’t go and sit with my dad so that I could learn something, to which my response was:

 

Because all they do is talk about the same things over and over again and never do anything about it.

 

And so then and there my parents figured out I wasn’t into talking, I actually wanted to change things and wasn’t afraid to do it myself. But living in Mexico brings all sorts of challenges, the copycat mindset is present everywhere and one who tries to create progress is immediately pulled back or even worse killed.

Contrary to what others believe I think Mexico is ripe for innovation and it presents all the challenges that us change makers get worked up for.…

Are you the best at something nobody needs anymore?

in competition, Innovation, Strategy

The antivirus on my laptop is and has been for the past 8 years. It makes me feel that I’m protected from adware, spyware and any sort of thing that can bring down my computer. It also makes me feel proud to say it because I know the Avira team is more than up to the challenge of staying ahead of my needs by making sure their ‘software’ never feels outdated.

 

Bottom line is I know they’re always on their heels and will work to keep their product ahead of the pack.

 

Why am I telling you this?

 

Remember the boiling frog syndrome?

 

If you drop a frog into boiling water, it will instinctively jump out. But if you place a frog in a pot of cool water and gradually increase the temperature, the frog won’t notice that the water is getting hotter. It will sit there until the water boils and boil with it.

 

This is what most businesses suffer from. They let routine set in and let the habits that brought the success before to blind them of changing opportunities, changing times, new behaviors to become outdated and irrelevant, in a word inertia set in. They failed to change and became the best at something nobody needed anymore.

 

The history of your organization is not set in stone

Because change is continuous it’s is very difficult to know what is next after you’ve made it past the first curve but merely accepting that tomorrow is not going to be like to today is a great place to start. This means you have to do activities that are different from the day to day stuff your organization does, it means of where things are going and then .

 

Innovation is all about change and this requires that you have all your senses in tune to what’s changing around you. The day to day stuff gives you no insight into what’s changing, it only reinforces what you already know which is going to become irrelevant sooner than later.

 

I don’t know how the Antivirus of the future looks like but I bet Avira has a good idea and I’m willing to stay with them because they’re in it for the long haul.

Change not growth

in competition, Strategy

mexican walking fish

What’s very dangerous is not to evolve.

See that strange looking animal that looks like it was in the movie Avatar? It’s called a Mexican walking fish, or axolotl, and is one of the most bizarre creatures on the planet. Not just because of how it looks but because it has the distinct ability to regrow limbs. The mexican walking fish isn’t really a fish, it’s salamander and it’s closely related to frogs and other amphibians with whom they share some of the same characteristics.

Enough with biology class. Why did I put that picture in this post?

Because as bizarre a creature this is, it reminded me of how everything evolves and how different species combine or recombine themselves to form new species that adopt the abilities of others and so forth. We’re so used to seeing the same types of animals all the time that when we see something like an Axototl it seems alien to us.

 

The same happens in business, we get so used to seeing the same types of businesses all the time that when we see one that operates in a totally different way than the others they seem crazy to us. And you know why? Because we’re not evolving, we’re getting left behind and pretty soon the one’s that are evolving will put us out of business.

 

And then the cycle repeats itself. Where in the cycle are you?

I think it’s important that we be aware that we also must evolve. Consultants will tell you that you need to cannibalize your business, what they’re really trying to tell you is your business needs to evolve not because they say so but because everything changes.

 

To evolve doesn’t mean to grow, it means to change.

Like evolution, change doesn’t start in the mainstream where you’re sitting, it starts at the edges. Like new types of businesses, new species of animals are created at the edges and then some eventually move to the mainstream while others stay on the edge.

Do you think your dog, cat or fish has looked that way forever? Do you think your business will look the same way in 5 years? Do you think your customers will always want the same thing you’re selling? Do you think the industry/market you operate in will always exist, operating in the same way with the same players in 5 years? Do you think tomorrow is going to be the same as today?

 

The answer is: NO.

 

One last thought to remember and you knew it was coming: It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change. – Charles Darwin.

Hopefully we’re all changing to stay relevant, not just in the pursuit of growth.