{"id":3136,"date":"2011-06-17T01:20:41","date_gmt":"2011-06-17T01:20:41","guid":{"rendered":"http:\/\/www.thesocialcmo.com\/blog\/?p=3136"},"modified":"2011-06-17T01:20:41","modified_gmt":"2011-06-17T01:20:41","slug":"the-nature-of-situational-influence","status":"publish","type":"post","link":"https:\/\/www.thesocialcmo.com\/blog\/2011\/06\/the-nature-of-situational-influence\/","title":{"rendered":"The Nature of Situational Influence"},"content":{"rendered":"<p><a href=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/200px-Galileo_arp_300pix.jpg\"><img loading=\"lazy\" decoding=\"async\" title=\"200px-Galileo_arp_300pix\" src=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/200px-Galileo_arp_300pix-245x300.jpg\" alt=\"\" width=\"245\" height=\"300\" align=\"right\" \/><\/a> In 1610 Galileo, now considered the father of modern science and  observational astronomy, began to publicly support the belief that the sun, not  the earth, was the center of our universe. His heliocentric beliefs met with  bitter opposition from his peers and the church who condemned him as a heretic.  It was no coincidence, as it has always been, that those who benefit most from  the status quo prove to be the most resistant to any kind of opposing thought,  no matter how much sense it makes.<\/p>\n<p>After a year of exploring the nature of influence, I firmly believe I am now,  and have always been, inconsequential. That being said I also believe, like  Galileo did about the sun and earth, that our view of influence is strongly  based on the beliefs of those that benefit from it the most. This current  self-centered view of influence puts man\/woman as the center of the influence  universe \u2013 a view I do not share and believe to be the exact opposite of the  truth; a truth many would consider heresy.<!--more--><\/p>\n<p>So what if something else is the center and we all orbit around it? Perhaps  its more than one thing where we are torn and pulled into different orbits as we  near forms of influence with stronger gravity?<\/p>\n<p>In my mind, a form of influence known as \u201cSituational Influence\u201d is the  center of the universe we all orbit. I will be exploring this topic over the  next while in a three part series; the first part of which is the Nature of  Situational Influence..<\/p>\n<p><strong>The Power of Situational Influence<\/strong><\/p>\n<p>If we think deeply and track back our actions in life many of us would see a  series of situations that propelled our actions and became the major influence  in all of our big decisions. Indeed, if we look at the myriad of small decisions  we make each and every day, we will see our priorities are affected and shaped  by a series of interconnected events and situations that rise and fall as they  collide against each other and challenge our values, beliefs and perceptions to  drive behavior.<\/p>\n<p>The basics keys on Situational Influence\u2026<\/p>\n<ol>\n<li>Situations directly affect action.<\/li>\n<li>Situations rise in priority according to urgency.<\/li>\n<li>Urgency drives immediacy of action<\/li>\n<li>We are oblivious to all of it.<\/li>\n<\/ol>\n<p>Now, with that in mind, I am going to illustrate how this works using a rain  metaphor and will return to our planetary metaphor in Part 2 and 3 of this  series. But for now, rain is an excellent way to understand Situational  Influence in its simplest form.<\/p>\n<p><strong>The Coming Storm<\/strong><\/p>\n<p>Have you ever been caught in the rain or a sudden storm? Imagine back to how  that affected what you were doing and how you changed your behavior to cope with  the rain or escape the storm. Our actions changed according to how intense the  rain or storm became. As it rose in intensity, it drove more immediate action in  us.<\/p>\n<p>The nature of situational influence works in much the same and is amplified  by urgency.<\/p>\n<p><a href=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Situational-Influence-diagram-1.jpg\"><img loading=\"lazy\" decoding=\"async\" title=\"Situational Influence diagram 1\" src=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Situational-Influence-diagram-1.jpg\" alt=\"\" width=\"451\" height=\"226\" \/><\/a><\/p>\n<p>In the above illustration, Situational Influence is represented by four  distinct states of rain from Drizzle, Rain, Storm to a Flood. Underneath these  is how the urgency of situation makes it rain harder thus creating a more  directly influential situation. While the examples underneath give examples of  what can be possible motivating situations at each stage of rain.<\/p>\n<p>Obviously, it would also be best to represent rough percentages that each  person would experience each form of situational influence. While I am no  statistician, I have assigned some arbitrary values to each based on the loose  definitions and examples from above.<\/p>\n<p><a href=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Percetage-Breakdown-of-Urgency.jpg\"><img loading=\"lazy\" decoding=\"async\" title=\"Percetage Breakdown of Urgency\" src=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Percetage-Breakdown-of-Urgency.jpg\" alt=\"\" width=\"362\" height=\"232\" \/><\/a><\/p>\n<p>Further, if we wanted to really explore this metaphor we can add another  factor which would be duration of the situation. The interesting attribute to  duration is that while a duration can vary wildly anywhere from instant to a  whole lifetime such as an illness, it can be applied to any situation and any  state of urgency. For example, you can be laid off and be out of work for a day  or you can be out of work for years. An illness can be instant like food  poisoning or a lifetime like cancer.<\/p>\n<p>So what we have are 3 factors which help put basic boundaries of  understanding around situational influence\u2026<\/p>\n<ul>\n<li>Type of Situation: Drizzle, Rain, Storm, and Flood.<\/li>\n<li>Level of Urgency: Mild, Medium, High and Life Changing.<\/li>\n<li>Duration: From Instant to Lifetime; a single second to decades.<\/li>\n<\/ul>\n<p>With this in mind, let\u2019s now explore how a situation affects a single person  such as one of your customers, and for this purpose i will stick to a consumer,  although Situational Influence affects businesses equally.<\/p>\n<p><strong>Of Umbrellas, Shelters and Arks<\/strong><\/p>\n<p>Again I am going to ask you to remember back to being caught in a sudden rain  storm without any kind of shelter or way to keep the rain of you. How did that  make you feel? For most people, its not a good experience. So, if we continue  that imagining so as to now picture that person in the rain as a customer in a  situation and let\u2019s assume its a negative situation. Like anyone caught in rain,  the customer is looking for something to protect them from the rain such as an  umbrella.<\/p>\n<p><a href=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Situational-Influence-diagram-2-small.jpg\"><img loading=\"lazy\" decoding=\"async\" title=\"Situational Influence diagram 2- small\" src=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Situational-Influence-diagram-2-small.jpg\" alt=\"\" width=\"456\" height=\"270\" \/><\/a><\/p>\n<p>For me, an umbrella is a great way to represent an experience a company can  design to protect a customer from a rainy situation. The umbrella experience  delivers the potential of several things:<\/p>\n<ol>\n<li>It is the opportunity to turn a negative situation quickly into a positive  situation.<\/li>\n<li>It arms the customer with ability to endure, solve or minimize a negative  situation.<\/li>\n<li>It gives the customer something they can share with another because who  hasn\u2019t at one time shared an umbrella?<\/li>\n<\/ol>\n<p>A great example of a rain situation and an umbrella\/no umbrella experience is  the following:<\/p>\n<p><strong>No umbrella: <\/strong>A mobile customer is having issues with their  mobile device and attempts to get hold of technical or customer support. The  longer it takes to get resolution, the more rain falls on them and the more  negative they become.<\/p>\n<p><strong>Umbrella: <\/strong>The same mobile customer is having issues with  their mobile device and goes to the companies Twitter support channel (the  umbrella experience) for fast, effective assistance. In this case, the customer  is protected from the rain and is likely to share that \u201cumbrella\u201d with others  who are in the rain.<\/p>\n<p>Now an umbrella will do you no good in a serious storm or a flood which  brings us to two stronger forms of experience; the Shelter experience and the  Ark experience.<\/p>\n<p><strong>In bad times, give them shelter\u2026<\/strong><\/p>\n<p>Now, we are going to increase the intensity to recall a time when we were  caught in a fierce thunder storm with driving rains, lightning strikes and  booming thunder. For me, I distinctly remember a fair amount of fear when I was  a boy and which grew into respect for the power of storms as an adult.\u00a0 But as a  child, I had no way to deal with it until my mother taught me the counting game  and I\u2019m sure most everyone knows this one.\u00a0 Basically, from the moment you see  lightning you count Mississippis until you hear thunder. If the count gets  higher between the two, the storm was lessening. If it the count gets lower, the  storm was getting worse. Now here\u2019s the thing, as a kid, I would keep counting  until the storm lessened because I was given a way to cope with the fear it  created in me. It didn\u2019t matter that it lasted 6-7 hours, I would keep  counting.<\/p>\n<p>As a customer, there are situations in life where you need shelter from a  lengthy or intense storm \u2013 the kind that disrupts your life and impacts your  emotional well being. The Shelter experience is designed to help through more  difficult or prolonged situations. Again, give them somewhere to go and someone  or something to rely on.\u00a0 In this case the shelter could be a no hassle service  (shelter) on getting a customer who has been in a car accident back on track  instead of giving them a hard time (no shelter). But the important thing to do  is give them, at the very minimum, a shelter experience based on your own  version of the counting game to get them through the storm. They need to know  you are down the hall and the storm, while intense and scary now, will go away  if they keep counting.<\/p>\n<p><strong>Or follow Noah\u2019s example and build an Ark\u2026<a href=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/600_x_326_roof-rescue.jpg\"><img loading=\"lazy\" decoding=\"async\" title=\"600_x_326_roof-rescue\" src=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/600_x_326_roof-rescue-300x163.jpg\" alt=\"\" width=\"300\" height=\"163\" \/><\/a><\/strong><\/p>\n<p>In the late summer\/early fall of 1988 in lived in Edmonton Alberta, Canada \u2013  a polite agricultural part of Canada much like the US Mid West. Now, Alberta can  get some pretty severe weather and it can come out of nowhere. This one  particular day we experienced what would become to known as the worst tornado  event in Canadian history. I was eighteen at the time and stuck in traffic on a  highway outside Edmonton when the sky turned ominous, the winds picked up and  the hail began. Up to this point, it was pretty status quo for Alberta storms,  but the wind kept growing in ferocity. I will never forget the feeling I had  when I saw the funnel come down about ten miles away and begin to rip through  south eastern Edmonton. That Tornado went on to devastate a large part of the  city and killed many people. The clean-up, which I volunteered to do with many,  many others, hit home with me. These folks literally lost everything.<\/p>\n<p>Now apply that kind of devastating situation metaphorically to one of your  customers. When the absolute worst happens, you need to get that customer safely  out of the way of the flood. Examples of these types of situations abound from  the death of a loved one to losing your home. An Ark experience, while not  likely to happen often, is a part of a more complex customer\/advocacy support  program.\u00a0 If you can\u2019t get them in the Ark, then build your Ark experience  around helping them rebuild or build their lives after a major life-changing  event. The Word of Mouth Marketing power that comes from Ark experiences is  enough value in and of itself to strongly consider doing it. If you leave them  stranded, not only will they never forget that, but someone else might save  them.<\/p>\n<p><strong>Before it Rains, Hand out the Umbrellas<\/strong><\/p>\n<p>So understanding the basics of Situational Influence means we can begin to  map out the types of common situations that affect our customers. Even starting  at the lowest form, Drizzle situations \u2013 those mild, mostly inconvenient  situations that eat time out of our already busy schedules, gives us the  opportunity to create a simple, highly effective umbrella experiences to deal  with many of those for our customers. The best place for it? Customer service by  far. Here are the questions you need to answer:<\/p>\n<ol>\n<li>What situations affect my customers?<\/li>\n<li>How do these situations affect my customers?<\/li>\n<li>How do they resolve these situations now?<\/li>\n<li>How can we make this easier, faster for them?<\/li>\n<li>What is the umbrella experience?<\/li>\n<li>What do we need to do in order to fulfill\/deliver\/enable that umbrella  experience?<\/li>\n<\/ol>\n<p>The key to success before you start? Make sure the customer is involved in  answering every single question! Without customer involvement you will fail. If  however you follow this formula, you can start handing out umbrellas to your  customers before it starts to rain. Chances are they will share that umbrella  with others over and over.<\/p>\n<p><strong>Rainmaking<\/strong><br \/>\n<strong><a href=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Gene-kelly.jpg\"><img loading=\"lazy\" decoding=\"async\" title=\"Gene kelly\" src=\"http:\/\/themountaintop.ca\/wp-content\/uploads\/2011\/05\/Gene-kelly.jpg\" alt=\"\" width=\"328\" height=\"295\" align=\"right\" \/><\/a><\/strong>That last question I have in my mind regarding Situational Influence in this  post is: Once we hand out the umbrellas, can we find a way to make it rain? By  that I mean, is there a way to increase urgency for positive situations?  Customer fulfillment is an often overlooked way to not increase share of wallet  but also improve customer referrals and Word of Mouth marketing. By encouraging  more active participation in your umbrella experience, you naturally drive more  mutual benefit.<\/p>\n<p>The best example I can think of is Starbucks Customer Engagement program \u2013 <a href=\"http:\/\/mystarbucksidea.force.com\/\">My Starbucks Idea<\/a>. If you haven\u2019t  checked it out, it is a shining example of how a company created an umbrella  experience, delivered exclusively online, that\u00a0 increases urgency for  participation in the community by rewarding involvement with both recognition  and rewards (Ideas in Action and Leader Board). The point is, by being  customer-centric,\u00a0 providing a community devoted to the experience the love,  giving the customer a means to use their voice and see action, Starbucks has  successfully improved the urgency to become involved actively in the brand.\u00a0  They are essentially making it rain by creating a positively influential  environment and situation for their customers.<\/p>\n<p>To leave you with a thought\u2026 I can\u2019t help but picture the scene of \u201cSinging  in the Rain\u201d where Gene Kelly has his solo dance\/song scene overwhelmed with the  joy of having spent a fine evening with a lovely woman. His joy and energy are  inspiring and fantastic to behold. It is a powerful reminder that rain can be  enjoyed if you have the right attitude.<\/p>\n<p>Let\u2019s make sure we work hard to build that attitude in our customers.<\/p>\n<p>Jeff Wilson<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In 1610 Galileo, now considered the father of modern science and observational astronomy, began to publicly support the belief that the sun, not the earth, was the center of our universe. His heliocentric beliefs met with bitter opposition from his peers and the church who condemned him as a heretic. It was no coincidence, as &#8230; <a class=\"read-more\" href=\"https:\/\/www.thesocialcmo.com\/blog\/2011\/06\/the-nature-of-situational-influence\/\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[137,591],"tags":[854,1314,742,743],"class_list":["post-3136","post","type-post","status-publish","format-standard","hentry","category-all-posts","category-jeffwilson","tag-customer-experience","tag-customer-loyalty","tag-human-behavior","tag-social-experience-design"],"_links":{"self":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/3136","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/comments?post=3136"}],"version-history":[{"count":6,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/3136\/revisions"}],"predecessor-version":[{"id":3142,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/3136\/revisions\/3142"}],"wp:attachment":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/media?parent=3136"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/categories?post=3136"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/tags?post=3136"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}