About a year ago I started outlining a book on community collaboration and
digital marketing strategies. I started covering all the basics, SEO, content
publishing, advocacy, social media and engagement etiquette. And I realized
toward the end that most of my success implementing these strategies for
companies was due to executive leadership. Any project starts with leadership
to help get the support you need from executive sponsors to improve your
teams chances at success. This may be the most important aspect of any
rolling out any marketing engagement program for three reasons: Obtaining
funding, removing obstacles, and team motivation.
First of all if you don’t have funding you don’t have a project. Securing
commitment for funding reassures the team that there is support for there
efforts. It provides the resources, new hires, products needed to get the
ball ro... (more)
It was everyone’s commitment to the project that got us to the actual
cutover day. But it was our resilience and sense of purpose that helped us
persevere the next three days that would prove to be the most difficult
challenge we would face to date.
The Friday prior to launch, the database migration was on track and
confidence was high we would be able to access the new Social Intranet
production site on Saturday morning. And at 8am Saturday it was confirmed,
the database migration had completed and we were ready to start our changes.
By 7pm, we felt like we were at a good st... (more)
This is an off cycle post for me but after speaking at the Argyle Customer
Care Leadership Forum last week I thought it would be appropriate to share an
American customer experience. It was 2008 when I was in the market for a new
coffee maker and with the economy in the tank I was determined to buy
American made. However, it wasn’t as easy as I thought. So, I went to my
local hardware store and started looking at coffee makers. I didn’t need
anything fancy just wanted to make a pot of coffee and something that I
wouldn’t have to replace after a few years.
What I found out was... (more)
All that matters is: Can you deliver? I have run into several challenges over
my career from jealous territorial co-workers, political positioning and the
only advice I can provide is to persevere because at the end of the day all
the matters is who can deliver.
Every time I have been asked to build out a team it is usually because there
are no funds, no strategy, and resources that may not be motivated or
appropriately aligned. One time I came into a position and found myself
sitting across a table with two senior professionals and an overworked IT
manager discussing in excruci... (more)
Traditionally human resources and executive management have treated employees
as assets. And rightly so employees are extremely valuable if not the most
valuable assets. But they shouldn’t be treated like a depreciating line
item. One thing I realized this year is that employees are your customer.
They should be treated as your customer. If you make a fundamental strategic
shift to better listen, engage and assist your employees with their careers,
concerns and interests your employee retention should increase not to mention
overall work performance.
My experience is most compan... (more)