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Book Review: Intriguing Insights into the Potential of Female Leadership

Potential of Female LeadershipThe Potential of Female Leadership explores what lessons we may learn from bonobos’ matriarchal social structure, so we can build stronger, more collaborative human communities and groups. Bonobo Handshake is an enthralling insightful book, which I review here. A tremendous bonus is its similarities to and significant differences from Chimpanzee Politics (reviewed yesterday).

Bonobo Handshake was on the same library shelf as Chimpanzee Politics, but it is a very different book, and in delightful ways. At the same time, it offers intriguing insight into bonobos’ behavior, which differs significantly from chimpanzees’ and holds interesting lessons for human societies and groups. Although Woods is not a primatologist per se, she has conducted extensive research with her husband, who is, so explaining scientific experiments forms a key part of this book.

Bonobo Handshake is rare in a surprising way. Deftly and subtly, it contrasts the joy, harmony and matriarchal structure of the bonobos with chimpanzees’ and humans’ patriarchal societies and violence: the wars in and around the two Congos result in the murder […]

True Love for Customers [Love in Business Series]

True Love for CustomersTrue love for customers reveals how nonprofit, commercial and government organizations of all sizes can create much stronger relationships and business by transforming how they relate to customers.

Philosophers, clergy and psychologists have long acknowledged love as the most powerful force between humans. Love connects people like nothing else can, I think because love touches and binds together so many parts of the brain simultaneously: Love stimulates the reptilian brain because it’s related to survival. It is central to the limbic brain, which is grounded in emotion and memory. And love throughly engages the neocortex in art, ideals, and many other forms.

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Elevator Pitches are Dead: Use Scenarios to Network into Jobs

Use Scenarios to Network into Jobs and ContractsUse Scenarios to Network into Jobs and Contracts reveals a new way to break through when you’re looking for new consulting work or employment for yourself, or you’re fundraising for your startup or nonprofit. As these pages detail, I’ve learned that “breaking through the noise” is easy when you play music. You’ll learn how to do it here.

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[Updated] Why T-Mobile Needs a Chief Customer Officer

T-Mobile Chief Customer Officer NeededWhy T-Mobile Needs a Chief Customer Officer shows how customers’ omni-channel interactions with enterprises demand profound integration of business processes, and how firms’ failure to “go all the way” in breaking down silos ultimately threatens business. Most firms don’t go far enough, including T-Mobile, and their silo-centric efforts fail to get the job done. To illustrate the point, I’ll share how T-Mobile alienates fans like me by not delivering what they promise.

This story also shows that the need for a CCO is particularly acute in mature economies like the U.S.A. and Europe because their silos were built decades ago, and their legacy processes often adversely affect customer experience.

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Ethnographic Research for Cross-Border Business

Ethnographic Research Cross Border BusinessEthnographic research for cross border business shows how to apply ethnographic research of social media to reducing the risks and costs of doing cross border business and deals. Ethnographic research can transform the value proposition of international business because it’s a very efficient way to conduct due diligence, to study the behavior and motivations of the people that the deal proposes to serve. Unlike traditional research methods, which are relatively slow, costly and qualitative, ethnographic research of social media combines qualitative richness with quantitative analysis. It’s faster and less costly, too.

Ethnographic research for cross border business can dramatically improve the depth and breadth of research for business and corporate strategy, market entry strategy, customer development, human capital strategy, product management, and others since it allows teams to consider more users and to assess their behavior and motivations, which can improve the value of more costly research.

Imagine that you can get deep qualitative and quantitative data on what your proposed clients, customers, employees and partners are discussing among themselves, specifically about the business scenario you propose to address. Ethnographic allows you to validate, with real people, market […]

Customer Experience: An Experiential Business Application

Customer experience and experiential social mediaCustomer experience and experiential social media shows how you can succeed in transforming your customers’ experiences with your firm by adopting a refreshing and effective human approach. Transforming customer experience enables most firms to become more resilient and profitable.

If you’d like to watch this post instead of reading it, click the thumbnail button.

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Customer Success: An Experiential Business Application

Customer success and experiential social mediaCustomer success and experiential social media identifies three pitfalls that too often prevent customer success initiatives from attaining their potential for improving customer experience. In case you’re not familiar with the customer success movement, I outline its origins and scope, so you can appreciate the pitfalls and avoid them.

If you’d like to watch this post instead of reading it, just click its thumbnail.

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Employee Engagement: An Experiential Business Application

Employee Engagement and Experiential Social MediaEmployee engagement and experiential social media shares my insights into one of the biggest challenges faced by business today—the employee engagement crisis, and how firms can change the game. Fewer than a quarter of employees are engaged, a slightly smaller quarter are “actively disengaged,” and the majority is blasé and punches the clock.

If you’d like to watch this post instead of reading it, click the thumbnail button.

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Healing Business [How to Rehumanize]

Healing Business - Experiential Social MediaIn Healing Business, I’ll share why I think business needs healing and how CSRA is doing it with experiential social media. Business is wounded from a human point of view because it’s become very impersonal; large organizations don’t mean to, but they treat employees and customers as numbers because they don’t know or trust them. Experiential is a practical way to change that.

If you’d like to watch this post instead of reading it, click the thumbnail button!

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[Updated] CSRA 11th Year Celebration

11 Celebration: Ten years of Experiential social media & social business hightlights, mission & vision11 Celebration summarizes my reflections on CSRA’s first decade in business, and my vision for our next decade. We’ve been pioneering in experiential social media and social business transformation since I founded the firm in February 2006.

It’s difficult to encapsulate ten years of learnings, but that hasn’t stopped me from trying! This page will reprise some of my favorite posts, and it will feature a series of videos I’ve made in which I explain where we’ve been and where we’re going. This post will change frequently, so please consider it a work in progress.

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