By Christopher Rollyson  The Employee Engagement Fallacy reveals that most literature, papers, and methods are built on faulty Industrial Economy employment attitudes, and it provides an approach that uses experiential social media to help reframe employment and performance.
Although the idea of “employee engagement” can be a rare opportunity to increase competitiveness, its practice is compromised by well intended but flawed logic.
Here’s the fallacy: Employee “engagement” is the result of employees’ experiences while they’re working at employers. Few engagement programs focus on employees’ experiences, so they fall short.
Engagement is not achieved by a program or initiative that focuses on the outcome. Employers see much more success at achieving the result when they focus on empowering the experiences their employees want when they decide to work at the employer. Experience is the motor of engagement, so empowering experience is the first step of raising productivity and lowering employment costs, two common employee engagement goals. Here’s how it’s done. Continue reading The Employee Engagement Fallacy
By Christopher Rollyson  Autonomy Artificial Intelligence and the Internet of Things reflects on how people’s autonomy will be affected by software-powered devices and systems that are rapidly permeating our individual and social lives.
Although this noodle has a strong personal angle for me, I also have the unusual benefit of having regular conversations with people who are leading the redesign of our “environment.” By superimposing digital devices, sensors, and “intelligence” onto the physical world, designers, engineers, policy makers, behavioral economists, neuroscientists, nanoscientists, and investors, just to name a few, are changing how we perceive and interact with our “world,” so I’ll also bring my insights from those conversations to it. Finally, I’ll consider creator and user points of view on autonomy artificial intelligence and the Internet of things. Continue reading Autonomy Artificial Intelligence and the Internet of Things
By Christopher Rollyson  The Trust-Business Chain Reaction How Trust Monetizes describes one of the most disruptive and untapped forces in business, for it shows how trust monetizes at scale. Firms that act on it first can create exceptional advantage for themselves since the reaction grows geometrically. Here is how the reaction works—and how experiential social media activates it.
The Trust-Business Chain Reaction significantly increases profit and other business results in a surprisingly simple human way. It directly addresses customer experience and employee engagement. Continue reading The Trust Business Chain Reaction How Trust Monetizes
By Christopher Rollyson  How Trusting Customers Drives Profit reveals how firms unwittingly broadcast that they don’t trust their customers, how that weakens profit, and how firms can take the leap. It’s a simple revolutionary idea that’s born from nine years of studying behavior while practicing experiential social media and social business.
Analysts, consultants and professors increasingly say that customer experience is the last bastion of competitiveness, and an increasing portion of total experience occurs in digital public. This presents firms with an unprecedented opportunity: interacting with people in digital public can create trust at scale and drive profit from revenue and cost levers.
Continue reading How Trusting Customers Drives Profit
By Christopher Rollyson Reflections on Trust: The Power of Trusting People to Be True to Themselves delves into how trust works in personal and business situations
Many people are talking about trust in business these days. I am, too, because it’s the core of my business as well as my personal life. It just occurred to me that there are often some accidental gotchas within many trust discussions I read, and I’ll explore them in case that’s useful to you. First, I’ll delve into trust a little before sharing some insights on how you can make it actionable in your personal, career, and business relationships. Continue reading Reflections on Trust: The Power of Trusting People
By Christopher Rollyson How Free Things Are Disrupting Businesses + Radical Innovation + Guide to Free Business Models
Book Review: Free/Chris Anderson
 Free is an indispensable introduction to the disruption of “a product for a price,” one of the Industrial Economy’s key constructs. It is rich with examples of many of the pricing innovations and business models with which you’re probably familiar but haven’t thought about in depth. Many of its examples have to do with digital products, which are inherently disruptive because their distribution cost is close to zero, and they can displace legacy analog products.
Free is important and useful for two reasons beyond pricing and business model innovation: it contains a good dollop of behavioral economics with regard to pricing, and it gives numerous examples for thinking beyond the two-party market model that dominated the Industrial Economy, buyer and seller. As Anderson repeatedly shows, in digitally networked markets spawned by the Internet, firms put themselves at significant risk when they don’t adopt a networked ecosystem mindset. For example:
When something becomes free, it creates a new kind of scarcity and, in the Knowledge Economy, attention is scarce.
Continue reading Pricing Guide for the Knowledge Economy with Behavioral Economics
By Christopher Rollyson  The short guide to forum outreach reveals how experiential social media teams can tap forums’ unique opportunity to engage users, using a three-stage model. Forums are vital to relationship building with people with specific interests. They are consistently the most people-centric platform type according to CSRA’s research in such diverse industries as healthcare, consumer products, financial services, government, and nonprofits. As such, although they are very human and social, forums are distinct from social media, which often enables social actions oriented to content sharing and short exchanges.
In some ways, forums are the polar opposite of social media because their DNA is threaded discussions, which enable long conversations among many members. Even more exciting, the most passionate members are often members of several forums that are relevant to your stakeholders and workstreams. Continue reading Short Guide to Forum Outreach
By Christopher Rollyson  This short guide to blog infrastructure outlines some of the basics for how to choose a platform and make best use of basic blog features, so your blog will encourage interactions with your high-priority readers. Most brands and people use blogs for content marketing, but it competes for pocket change and leaves the bills on the table. Here you’ll learn how to organize your blog, so it engages readers more deeply by relating to them in distinctive ways. Before delving into some bits and bytes of blog software and features, I’ll outline a new way to approach engagement that changes the rules, which are themselves a kind of infrastructure. Continue reading Short Guide to Blog Infrastructure
By Christopher Rollyson  The CMO Guide to Big Data and Analytics shows how CMOs can use exploding digital social and transaction data from websites, enterprise systems, smartphones, tablets, cars, appliances, devices and the Internet of Things in surprising ways that have more to do with customer insight than technology.
The digital social world and modern cloud-based technologies have reinvented the practice of “analytics” so that it’s faster, cheaper and more open. I’ll paint a broad picture of this new world before referring you to other resources where you can drill down.
Big data is usually discussed from a big-ticket I.T. perspective, but new technology enables marketers to practice “lean data,” which starts small and proves/iterates hypotheses before scaling with large investments. The biggest barriers are knowledge and imagination, not technology.
Big data elevates opportunities for marketers because they can know their customers and serve them better based on their actions, not only what they say. Conversely, big data is increasing customers’ expectations for being treated as individuals, not “consumers.” Continue reading The CMO Guide to Big Data and Analytics
By Christopher Rollyson  Experiential Social Media and Business Intimacy shows how social media grounded in customer experience holds the key to trust, relationship and profit. When businesses discover, invite, and build trusted relationships with people in digital public, their actions speak loudly to the silent, ten times larger audience that’s observing the process. In addition, “accidents” are the express lane to developing trust and business intimacy.
“Customer experience” directly leads to customer preference and more share of wallet, although most business owners and executives dismiss it as a buzzword. As practiced by CSRA since 2006, experiential social media is a group of practices that deepen intimacy with customers and increase profit. “Social” information is the currency of business intimacy. Here I’ll outline how this enchilada rolls, so you can begin to use experiential to increase customers’ value and your profit. Continue reading Experiential Social Media and Business Intimacy
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