Dear [insert business name], what’s your promise?

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.

You question the adoption of disruptive technology by your internal champions yet you’ve not tried to find the value for yourself.

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Customer-centricity Begins with Creating a Culture of Change

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.

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The Dilemma’s Innovator: Innovation and Change as the New Pillars of Business

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.

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Confessions of a world traveler

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Eric Fletcher posted a tweet saying, “World traveller @treypennington…” At first, I was a tad embarrassed, then I embraced his reference. This IS an incredible time and I am grateful for the amazing adventure life is. I’m even more thankful for the fuel powering this adventure.

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No doubt most of us think of places when we hear “world traveler,” as in Big Ben or the London Eye in London or the Eiffel Tower, River Senn, or Notre Dame in Paris. All are fantastic places and places I’ve been able to see this year. Still, there’s something else that makes those places so memorable…

London is a romantic, history-rich place with ample venues for catching up with Gemma, Caroline, Luke, Dickie, Eric, Drew, Gabrielle and many other friends. Paris is home to Loic, Thibault, Maxim, and Michelle. Devon is home territory for Scott, Andrew, John, and a whole host of people who are friends.

My journeys abroad take me face-to-face with friends—friends I met and got to know first on social media (primarily Twitter). The fuel for my “world travels” is the people of social media.

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Social media opens doors to new friends all over the place. To experience the true hidden treasure in social media, it’s vital to take advantage of opportunities to get face-to-face. Social media can fuel the initial connections and the ongoing connections; face-to-face adds immeasurable richness to the experience.

Social media not only opens the doors to new friends, it also paves the road to opportunities usually limited to folks called celebrities. For instance, because of connections and interactions facilitated by social media, I’ll spend time with Seth Godin in New York and with Zig Ziglar in Orlando…all this month and then again with Chris Brogan in Memphis next month.

Why am I sharing this with you? Because I’m a celebrity or an important person? Hardly. The point is, I’m an average person who’s having an extraordinary experience because of new friends all around the world. The tools that connected me with those friends are readily available to you. That means you have what you need to discover the open doors to whatever adventure you want.

Those of us who enjoy what can be accomplished through social media often spend a lot of time actually talking about the media. The media is fascinating. The adventure begins, though, not with the media, but with people it connects you with.

My adventure, and joy in life, is finding new friends, being with them long enough to catch a vision of their hidden treasure, help them see it and then encourage them and help them grasp it to do something.

Your adventure is probably something entirely different. You, for instance, may want to get people to consume resources with minimal impact on the environment: there are brilliant people doing unbelievably cool things around your adventure…they just probably aren’t hanging out at your local coffee shop or pub. They probably are hanging out online…and sharing what they’re learning (check out what Norway is doing about storing the CO2 deep under the sea, for instance).

Whatever your dream adventure is, there are probably whole communities of people already gathering online to talk about it. Why not jump in online and watch for your opportunity to get face-to-face with them?

Trey Pennington