Thanksgiving

In doing business of course, there's a bonus for being thankful to your customers.  They'll be less likely to think about going somewhere else.

 

But a more spontaneous general attitude of gratefulness is a mark of decency. When children aren't appropriately thankful, they ought to find themselves up in their rooms thinking about it. True thankfulness, whether it's to your host, your parents or your Creator is like wearing shoes, eating with a fork and other good manners - it civilizes you.

Even more importantly than its effect on others, being thankful gives you a heart attitude that will keep you from a prideful death-spiral that ultimately seeks to be beholden to nothing and no one.  To the contrary, a heart of real thankfulness is one that evokes generosity, as it did with Edward Winslow in his description of the first Thanksgiving in 1621, "...and although it be not always so plentiful as it was at this time with us, yet by the goodness of God, we are so far from want that we often wish you partakers of our plenty."

In tough economic times, you'll see more businesses opting for the default behavior (Walgreen's), which makes the few in the second category (Lands End), stand out all the more.  Taking your customers for granted (defining your competition differently than your customers do) will only put you in line for a government bailout.

Delegating the details

In the new era of transparency, do you still have an assistant writing your letters and then adding your electronic signature from a generic, or worse, a do-not-reply e-mail address? You might as well just start deleting people from your distribution list, rather than end up in their auto-archive filter.

How about research? Are you like Tim Conway's classic executive calling Missis-a-Whiggins on the intercom every time you need a reference source? Have you ever gotten this amusing link sent back to you? (Probably not unless your admin is in the habit of testing your sense of humor.) Hyper-delegation often has a way of making you look unprepared and hollow when there's a follow-up question.

What should your admin be doing? Well, particularly if you're sending out e-mails to thousands of customers, prospects or employees, there's a great value in getting a critical review. The CEO who "announced" an acquisition that took place two years earlier could have surely used a second pair of eyes before it went out to all of the acquired company's employees, as well as the (literally) thousands of others. The school principal who makes routine spelling errors in his updates surely amuses some sharp-eyed students, but not necessarily the members of the PTO.

Just a reminder to take your communications seriously - and make them real - if you expect people to read them that way.

The New Realities BSM Interview with Casey Kindiger

A couple years ago, the top-returned item in a google search of "BSM" was the "British School of Motoring." So it's a great leap forward already just to get to the clarification that it generally refers to "Business Service Management" (at least stateside).

Now for the next question, when a company says they do "business service management," what does that mean exactly? The entry in Wikipedia describes it as a "methodology for monitoring and measuring IT services from a business perspective" including both process and software. What it really amounts to is one of Peter Drucker's new realities of how you view and use technology to make your business work better every day.

If anyone knows what's at the heart of BSM, it's the CEO of IBM's top-ranked Tivoli partner and service management software reseller, Casey Kindiger. Here's an interview that just came out in TechRepublic where I sat down with Casey to ask ten questions about what is really at the heart of this new way of looking at the purpose of technology in business, as well as the three types of BSM players out there today.

It stands to reason

If you're working for a monolithic, impersonal, quota-driven organization in these tough economic times, you're aware of the extra scrutiny people doing the "real selling" give to those applying the "marketing spin."  Being under the loop makes it all the more important to stay above the fray, far from the madding crowd and be the voice of discreet but genuine candidness.

Seth Godin (All Marketers Are Liars) does this on a regular basis. So does fellow New Yorker and Pulitzer Prize winner Charles Krauthammer, whom I had the pleasure of meeting in person recently.  No matter which candidate you're voting for next week, Charles has a knack for saying it like it is.  He does it again in last Friday's Washington Post. 

The FOX News Legacy

Our family just got back from a whirlwind trip to Washington, DC over the weekend where we got to appreciate some of the uniqueness of the nation's capitol. After living in Berlin and San Francisco and Chicago and visiting some other incredibly beautiful cities like Zurich and Paris, it's always fascinating to notice the contrast in different urban settings.

The primary reason for our trip was to visit my oldest son Axel, who is interning at the only news show mentioned in the presidential debates and the gem of Rupert Murdoch's crown, FOX News.  The team at the station was very gracious and gave us a fantastic tour and even let us sit in on a live panel show covering the "generated crisis" with Bret Baier.  Here are a few FOX facts I found intriguing and highly encouraging:

- The FOX News Channel is twelve years old this month.

- Since January of 2002, FOX has ranked first overall in total day and prime time audience.

- Just last month, FOX had its second-highest rated month ever (the top month was April of 2003)

- Since 1997, FOX has grown from a 3% share of the total day cable news market to its current 39%.

- Special Report with Brit Hume, who came from ABC News in 1997, is the #1 cable news program in the nation.

Another tidbit every baseball fan is aware of this week is that FOX has the exclusive coverage of the World Series, where they've carried 10 of the last 12 matchups.

Moving Toward 1:1 Marketing

How important is your customer relationship management solution to you? Do your customers know that you know them and are working to make their experience as personally relevant as possible? I've gotten two invitations in the last week that were addressed to "Dear Lynda" and "FirstName." Here's an interview I did in TechRepublic today with CRM expert Jon Cline that covers some great insights about the future of CRM. 

Thanks Jon!

How much is your degree worth?

A good percentage of the people I hear from and work with have technology backgrounds - including degrees in information technology of one kind or another.  Here's an interesting survey being done this week by the innovative people over at TechRepublic for all of you who have pursued technology as an academic endeavor (and for managers and recruiters who hire people for IT positions!)  The anonymous results will be the basis for a special report on IT/IS undergrad programs and will include the importance of that piece of paper vs. hands-on work experience.  

(HINT: All of you who were at my presentation yesterday in Chicago should be interested in this!)

Upcoming Webinar Series on Service Management

I'll be hosting a webinar series on service management coming up in October if you're interested in ways to make your technology act more businesslike.  The series is a prequel to IBM's big annual Pulse event at the MGM Grand in Las Vegas next quarter.  The three webinar presentations will come from experts at generationE and IBM and will cover automating service management, service quality management, and the service desk of the future.  The first call is on October 8. For a full description and the registration page, see the link here.

More on the OODA Loop (and Presidential Candidates)

Here's an interesting piece by Charlie Martin in The American Thinker related to my last post on the OODA Loop.  That's right, McCain was a fighter pilot too... and evidently one with a tight combat envelope.

Judgment, Leadership, and the OODA Loop

Heard a great presentation this week at the Technology Executives Network from Major Matt Tracy, USMC, a decorated officer with some recent combat experience, notably in Haditha.  One of his main points had to do with the OODA Loop popularized by fighter pilot (Col) John Boyd in the 80's.  

Tracy is by current MOS (profession in civilian-speak) a recruiter, but his premise was that this kind of fast, ultra-dynamic, guerilla-warfare mindset is highly valuable in the corporate marketplace as well.  I also appreciated his emphasis on character in both worlds, which you would expect from an officer in the corps of course.

Making good decisions involves exceptional judgment and a willingness to take responsibility for them (as opposed to being hired as an axe-man to carry out a RIF and then skating off with a big cash bonus from Houston). Good judgment is not leadership though. Great leadership inspires ordinary people to do extraordinary things. And it is much more rare.

And because of that unfortunate paucity, (have you noticed?) people are sometimes put in management positions who have more judgment than leadership. Let's avoid that when we can.

Miraculous (or just remarkable)?

What's miraculous is hard to define and it's certainly subjective, but a lot of miracles and personal sacrifices seem to go largely unnoticed.  Which should make them all the more remarkable to us when we do recognize them - and let someone know we appreciate their work to make something extraordinary happen.  It doesn't take much folks, and it's part of good leadership.  

(OK, I'm jumping down from my soapbox now, but I do think this is important - and too easy to pass up.)

What's that snazzy new icon?

I understand some people are just going to be loyal to one browser.  For better or worse, I'm finding things that work better on each of three or four now.  The new Google browser has some easy-to-appreciate smoothness and seems to be at least as fast as Safari - and it comes with its own nifty (if a bit lengthy) cartoon...

I like the idea of rolling this out and having a mammoth userbase for a more thorough beta.  Possibly an idea to be adopted with the release of the Android phone.  There's a great article by Ed Catmull in the September Harvard Business Review about how Pixar realized that operating different areas of its business with differing standards was "bad for its soul."

Mean Time to Response

There's an old axiom that action is the intersection of initiative and opportunity. Technology (and other conveniences we take for granted) very often solves the issue of lacking opportunity. It puts the world right at our fingertips. All that's left is the initiative part.

"I didn't think of it" often becomes the last refuge for us, which of course begs the question "why not?" Technology is our deus ex machina in that defense too with any number of reminders and calendars and alarms. So - no more excuses.

More than ever, the final weight of responsibility for taking action comes down to our sense of priority. That's all that's left. So is it the environment? family? career? financial security? character? reputation? respect for others and their time? You fill in the blank.

For many of us with all this ubiquitous technology at our disposal, the questions "why weren't you there?" or "why didn't you call him back?" or "why didn't you reply to that e-mail yet?" or "why was that presentation so lame?" are more dependent than ever on our priority-driven initiative rather than on a question of opportunity.

A good question now is whether our priorities today are different than they will be when we look back 100 years from now.

iOpener Event in Chicago

Today's i-Opener event packed the house at the Chicago Cultural Center and was highlighted with group discussions around the importance of creativity and innovation to the future of technology in Chicago. Edwin Lange, EVP at SAP, made some revelations about how a company like SAP harnesses innovation. Get a picture of the impact i.c. stars is having on changing young people's lives with technology here.

The Business End of Social Networking - Sheryl Sandberg of Facebook

A day after the launch of the new Facebook, is COO Sheryl Sandberg focused on growing revenues? No. The emphasis is still on user growth, particularly outside their core demographic, and outside English as the core language.

Facebook's revenue stream, she says, is built more around the networking nature of the application, things like the recent ad design contest on Facebook for the Mazda 3. In spite of the monetizing of click-ads that now appear on each page, Sandberg holds that Facebook's objective is not to compete with direct-response advertisers like Google (where she worked for six years prior to taking the COO position), but on viral and brand ads.

See the interview here.

A Smartphone for the Mensa Pro

For the Mensa crowd out there, Palm has just announced a really smart new smartphone called the "Pro" this week. And if you're in that market, you know who you are.

I suspect that, like the credentials of PhD's who consistently say "for him and I" and have three points in their four-point presentation, this may be something to hang on your e-mail signature ("sent from my new Palm Pro") rather than a huge jump in thinking power.

When the latest delay in the Google Android was announced, I decided to go ahead with Palm's Centro which had just been rolled out for Verizon users. Palm had quietly sold over two million of these by the end of July at $99 each. I'm not jeans-and-sandals enough for an iPhone yet, and I'm not ready for a phone that cooks breakfast for me, so the Centro is a good fit.

I'll leave the technical details to those above my pay grade, but there are some very handy improvements in the way I use the phone every day over my old Treo. It switches smoothly from MMS to SMS, copies and pastes from one application to another, has easily accessible "stacked" text conversations, creates a customizable drop down menu for any function (i.e. "text Joe," "e-mail Sue," or "GoogleDocs"), and it runs mobile versions of applications like Facebook, YouTube, TripIt and GoogleMaps very nicely. The "pTunes" audio player works for me and offers a bevy of web-radio stations. The keyboard is smaller but very usable and fast and I prefer it to the virtual version.

See if you can save yourself a couple Ben Franklins - and if you edit your signature to say you're e-mailing from your Palm Pro, I'll never know the difference.

generationE Makes the 2008 Fast Growth 100

generationE Technologies was pleased to be included among this year's 100 fastest growing IT channel companies. Average growth for the group from 2005-07 was 153% with sales of $106 million, so it's quite an honor to be included. All contenders are required to be independent IT consulting companies based in the US, with at least $1M in sales in 2005. The full list from CRN, parent company of Channel Web and VAR Business is here.

Two Handy Tools For Your PC - Tripit and SnapShots

I've been finding these two free apps very handy and easy to use and I hope you do as well.

Tripit allows you to do two things, track travel plans and make travel reservations. Just create an account and forward any itinerary to plans@tripit.com. It picks out all the key information and puts it all in one handy schedule. Once you've got that, it collects relevant information like local maps and weather, and also shares access to schedules within your network.

On the front end of the trip, you can also use their search tool to compare expedia, hotwire, travelocity, orbitz and priceline, along with some of the major airlines' sites, all in one shot. Anyone who does any amount of traveling should try it. My instinct says there are even more features to come.

SnapShots is an easy application for a quick site preview with a mouse-over. That's it. Very simple and easy to use. You can also add it to your own site for people not using snapshots to see a preview. Try it and you'll be amazed at how un-animated a regular url looks without it.

Webinar Next Week on Performance Management

We've got a great webinar put together for anyone interested in finding out more about IBM's performance management solution "Proviso."  I'll be talking with generationE's resident expert, Gordon Owens, about the competitors, the current state of performance management and of course, why now is the right time for taking a look at the Proviso solution.  You can register at no cost at this link - just click the dropdown for the 7/22 event.

Are you finding what you're looking for?

Sometimes we really don't know what we're looking for. But we've got an idea. And we've got the right direction. Even when we get the results, we still have to be satisfied that we're headed in the right direction and we can try some further refinements. George Will used to quip, "Perfection is the enemy of the good," but it helps to keep pursuing it... relentlessly.

If I were putting together a survey about supporters of a presidential candidate, I wouldn't expect to find a correlation with pet ownership. But if you throw it in the mix and there's a connection, it's something to follow up on. What is it about pet owners anyway? Does this make sense, now that you think about it? What about cat owners vs. dog owners?

Admittedly, surveys can be quirky and the results can be subjective, but it can be interesting to see what direction the results take you. What helps you connect the dots with your customers? Do you ever let people on your team take a (more) random shot to try to uncover something totally unexpected?