Tag Archives: Company Culture

„Change Fixes the Past. Transformation Creates the Future“

With a striking sketching and a short title, Tanmay Rova  captures in a few words one of the crucial differences between change and transformation.

“Change fixes the past. Transformation creates the future”  —Tanmay Rova

ESN_F_Tanmay.Vora_Change_vs._Transformation-600x600

John Palinkas from CIO Insight gives us additional insight that differentiates transformation from change:

“Change uses external influences to modify actions, but transformation modifies beliefs so actions become natural and thereby achieve the desired result.”

—John Palinkas | http://www.cioinsight.com | @JohnPalinkas

I love the French word “clairvoyance” for the term vision. My native French combines “clair” meaning “clear” and “voyance” meaning “vision” or according Wikipedia, “the alleged ability to gain information about an object, person, location or physical event through extrasensory perception. Extrasensory perception has nothing to do with any Cartesian Excel sheet, a business plan or a to-do-list. It is the combination of a vision, motto and credo that touches our heart and moves us emotionally towards action.

All the musical technique (mastery of an instrument, knowledge of scales, harmony and chords) involved into a bebop Jazz musician improvising on Dizzy Gillespie’s wonderful classic “A night in Tunisia” is irrelevant to most listeners. It is the sound, the colorful melody line, Dizzy Latin influence, the dynamics and the way the theme and music transports us into the delight and pleasure of listening (for those of us who enjoy Bebop Jazz).

We’ve all experienced this emotional inner drive that compels us to buy “things” we don’t need. Organization alike should consider this emotional side of humans and translate it into a clear vision, mission and value statement. An inspiring company vision will rally its workforce towards a cause that transcendences religion, beliefs, personal idiosyncrasies or well known disagreements between Sales and Product Development. Company vision is difficult to express when one of the core priorities is the next quarterly “Frankfurt Main share-value.” The transformational vision given by management should inspire, motivate, and move the entire workforce behind a common clear (clairvoyance) vision. Simon Sinek comes here to the rescue with his excellent insight, pointing out the importance of our dreams (clairvoyance) that inspire people and move them towards action:

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Vision does not express itself best within a business plan, an Excel table or a to-do-list. Transformation goes beyond physical change; it is first a mental or “spiritual” exercise. Our western business models are built on rationale and for the most part non-renewable and non-sustainable short term profit. Character traits such as empathy, forgiveness, love, and unconditional altruism towards others are rarely part of a job interview! These character traits belong to the necessary building block any organization needs to display in order to thrive and grow. How should we then quantify and ratify character traits such as empathy, forgiveness, love, and unconditional altruism towards others into a business plan or an Excel table?

CM_F_Who.Wants.2.Change

That’s where an organization’s culture comes in. A company culture reflecting an organization’s vision, mission and values based upon extrasensory perception for each individual to identify himself or herself with! An Organization’s culture all co-workers, partners, and customers can identify with and support.

 

 

Five Crowd-Sourcing Lessons Learned from a Retail Business Moving its Shop Location

Manuka Wholefoods is a remarkable little shop owned by a family of New Zealanders living in Chichester (West Sussex) in the southern part of the United Kingdom.  Manuka Wholefoods retails a full array of organic products such as grocery, dairy products, fruit and veggies, skin and body care, nutritional supplements and organic wines.
 
For personal reasons, the Manuka Wholefoods business owners had to travel right before relocating their shop within Chichester.  Beyond the traditional emails sent to their customer database, the on-site working crew, led by highly capable and motivated Shop Manager Claire Burgess, decided to give customers a little map-flyer helping them to visualize the new location.
 
1. First, start the crowd-sourcing project within your own team
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Creating a readable map everybody could understand turned out to be a challenge. Claire could have printed out the typical Google map, had it photocopied and “voila, here you go customers, take it or leave it!  But insightful Claire Burgess wanted to go a step further. She decided that not only should customers understand and be able to read her map, but more importantly customers should be able to visualize the new shop location.  In order to create the best possible drawing, Claire first sought advice from her own team.  By doing so, she enthusiastically included them in the project while gaining their motivation and support.  
 
2. Crowd-source with own employees for personnel engagement and motivation
 
The three Manuka Wholefoods team members had different views and expectations on what the map should look like.  After briefly conferring with each other, they all decided to try out a Google version.  At that time, the Google map seemed the logical choice since the team could perfectly understand the directions from the old location to the new. 
 
3. Test your idea and ask for genuine feedback from your crowd
 
Claire Burgess went one step further.  She started showing the map to her customers, and asked them if they could visualize and understand where the shop was going?  Although 80% of Manuka Wholefoods’ customer base is from Chichester, most of the customers to whom the map was shown had genuine difficulties reading it and understanding where the shop was moving to.  Claire’s team realized that many of their customers did not know the street names or names of the city landmarks.  The team had to pause and accept the fact that the map they created and perceived as logical and easy to follow, came across to the majority of their customers as confusing.  The quintessential lesson they learned was the fact that they did not find out until they genuinely started to ask.
 
4. You miss the point if your business gets it, but your “crowd” or customers don’t
 
Manuka Wholefoods’ sales team started asking customers for suggestions.  It became clearer that a readable map would have to be made from scratch.  Unneeded street names were removed.  Thanks to the help of many customers, the map became a crowd-manufactured effort featuring four arrows originating from the former shop and ending at the new location.  The customers preferred a map overview with directions along the main roads rather than the most direct route along unfamiliar streets. Furthermore, customers then requested that it would help if pictures of known landmarks and shops could be added to the map to create a complete visual of the new location.
 
ManukaWholefoods is moving-medium 
5. Assume nothing and get your crowd’s attention
 
Although posters announcing the move were strategically placed, these seemed to be of little use unless pointed out to customers. In this day and age, we are all busy, preoccupied and in a rush.  We see but do not read; we hear but do not listen! That’s
why folks, with any message you want to communicate, you’ve got to get people’s attention.  We all are creatures of habit. We often overestimate the relevance of a message by genuinely assuming that people are interested. 
 
Once the map had been finalized, 750 copies were personally given out by Claire Burgess and her team.  Furthermore Manuka Wholefoods will have to distribute additional flyers to encourage its customers to create new shopping habits. How many customers will forget and realize that the location has changed when suddenly faced with the old empty shop?  Over the next three to six months, Manuka Wholefoods will have to remind, coach and reward customers for having adjusted to a major change:  shopping at its new location.
 
What is your crowd-sourcing experience as a business owner?  What are some of the lessons you’ve had the chance to learn? I am looking forward to your comments and suggestions:  Until next time, I wish you all a successful week. 

 

Six Reasons Why Social Business Strategists should read Mark Fidelman’s Socialized!

I bought Mark Fidelman Socialized! on Amazon at its full price (no discounts or coupons from Mark) and just finished devouring it. Fidelman  delivers a fundamental work that greatly contributes to the heated debate of Social Business development.  Fidelman not only shows, but proves how quintessential it is for businesses to harness the power of social.  Not only with tools and technologies, but first with their immediate communities aka company workforce.  Time is ripe for dismantling the prevailing command-and-control leadership style. The militaristic/hierarchical leadership approach ought to be replaced with Jon Husband’s Wirearchy structure.  So why should you read Socialized!Social Media ROI expert Dr. Natalie Petouhoff: “Fidelman’s ability to simplify key concepts like the Digital Village, Darwin’s Funnel, and the Digital Network, gives the reader a unique and important understanding of the power of Social Business. You’ll be sorry if you don’t read this book before your competitors do.”
 
Mark Fidelman: Socialized http://amzn.to/10gw8CR

Mark Fidelman: Socialized http://amzn.to/10gw8CR

Fidelman and his team interviewed business leaders around the globe in order to present to us a state-of-the-art social business road-map.  Fidelman lives and breathes what he writes.  He is the sort of individual any social minded person ought to connect with; either on Twitter/LinkedIn, and Forbes where he is a regular contributor.  Socialized! not only talks the walk but most importantly walks the talk.  It is a practical text-book backed up with countless case studies and examples anyone aspiring to become a social leader should be aware of and study
  
2. Culture, culture and more culture is the foundation to any social business undertaking
 
Fidelman emphasizes culture as the 101 prerequisite to any potentially successful Social Business Strategy.  Fidelman: “Why after all do we insist on employees following our orders, and why do we call it insubordination if they question them? … Yet the companies that are leading in today’s world recognize the benefit of an empowered workforce that feels connected to the organization.  Empowered employees understand not only how to make great products, but more importantly how to create cultures that continue to make great products well into the future.”  Socialized! will assist CMOs and CCOs (Chief Cultural/Customer Officers) not only to analyze their existent Social Business state, but provide them with a detailed 10-point Social Business Culture development program.  
 
3. Building first an internal digital village and then an external digital network
 
Once the infrastructure of a cooperative culture has been established, business leaders will need to handpick the internal evangelists and shepherds (regardless of their rank) who will co-create their internal digital village — the nuts and bolts to any Social Business foundation
 
CXOs need to remember that becoming a Customer Service or/and Customer-Experience oriented company first  requires the emotional support and buy-in of their internal communities or “Smart Tribes” (as coined by Christine Comaford in her brand new book).  These “Smart Tribes” or internal communities represent the company’s intrinsic power that will transform the  traditional working communities into enthusiastic business advocates.  
 
After the creation of an apropos culture and the establishment of the right people foundation, the social team will need to select the social media platforms and its supportive collaborative technologies (Intranet/Extranet/SCRM/Social Business Software).  This will make sure that the Social Business community sets up the proper internal tools to construct its external digital network.
 
4. The new Social Business Playbook
 
Youtility author Jay Baer states: “Socialized! is an imminently readable, practical, and modern guide to social business.  The playbook section alone is worth the price, and then some.  Fidelman has added an important piece to the corporate social transformation puzzle.” Fidelman:  “In practice, management should provide the right atmosphere, guidelines, technologies, and opportunities for employees to thrive.”  Socialized! delivers a 15-point playbook: here are some of the highlights:
 
– Building an internal and external community
– Connecting and empowering thought leaders
– Recruiting a Chief Social Strategist or a Chief Cultural/Customer Officer
– Becoming an own media publisher, which makes me think of Michael Brito’s upcoming book: Your Brand.
– Replacing traditional inbound marketing with content marketing
– Leveraging employees, suppliers and partners to foster innovation
– Enhancing customer support to become the strength of your company
– Using Gamification to engage employees, partners and customers
– Creating the potential for serendipitous relationships
 
This last point is my favorite and reminds me of the romantic comedy “Serendipity” starring John Cusack and  Kate Beckinsale.   Fidelman himself gives a wonderful example of serendipity with StaffUnity:  an automated employee lunch club system provider.
 
5. The rise of the social employee
 
Fidelman  makes the case that, social networks, consumerization of IT, mobility, BYOD (Bring Your Own Device: smartphones, phablets and tablets) and cloud computing are all being part of the social and technological developments a 21st century enterprise cannot fail anymore to ignore. 
 
6. Measuring the ROI (Return On Investment) of a Social Business Strategy
 
Fidelman stresses that social business initiatives should only be undertaken if those can be measured.   He goes on to say: “Before starting any social initiatives, you must first identify objectives such as:  “improving customer relationships, product innovation, acquiring and retaining employees and growing revenues.” 
 
 
Image Credit: PulsePointGroup.com: The Economics of the Socially Engaged Enterprise

Image Credit: PulsePointGroup.com: The Economics of the Socially Engaged Enterprise

 
Social Business metrics and ROI are  very well documented in a 2012 study by MIT in collaboration with the Deloitte institute.  The Economist Intelligence Unit and the PulsePoint Group published a study showing that 81% of interviewed leaders agree that social engagement has the following tangible benefits on the following areas:
 
– Project management
– Innovation
– Collaboration
– Efficiency gains
– Cost saving
 
In conclusion, Fidelman’s Socialized! is a management textbook that provides all the necessary steps for a clear pathway towards a successful social enterprise journey:  
 
1. Reviewing the existent culture of an enterprise
2. Setting up an internal digital village
3. Attaching an external digital village to the internal one
4. Establishing a social business strategy
5. Measuring Social Business ROI
6. Reviewing, correcting, adapting and repeating
 
Any leader wanting to understand the implications and repercussions  of a Social Business development program should study and dissect Socialized!.  Kudos and thanks to Mark Fidelman’s altruistic attitude for having taken the time to give us one of the best researched Social Business Strategy text-books ever written thus far. 
 
 
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10 Ways for Small and Medium Business to Establish a Social Business Strategy (2/2)

Our world is getting more complex every day.  Technology evolves at a speed that is hardly possible to keep up with.  In Part one, we reviewed the first five ways SMBs can set up a solid social business strategy:
1. Regularly review and refine your company mission, values and goals
2. Keep transforming your content marketing into convenience marketing
3. To blog or not to blog
4. Transform your website into a social hub and its visitors into co-creators
5. Carefully choose your social platforms
 
So here are the five last ways SMBs can establish a solid foundation for a social business:
 
6.  Reinforce and share your company vision
 
Share your company vision to employees, suppliers, customers and prospects on your company website.  Communicate your company vision on all your social networks. Reinforce your core values to customers, suppliers, prospects and anyone your business is coming in contact with.  I can guarantee you that it will be a rewarding experience for both your company and your customers who will better identify your vision and enthusiastically share it with the communities of their choice.  Zappos is well-known for its outstanding company culture and the way CEO Tony Hsieh runs his interviews for both cultural fit and skills requirements. On Zappos’ company blog, Tony publicly shares some of his correspondence for anybody to read: management, co-workers, clients, prospects and suppliers alike.  This is a superb way of spreading company culture while avoiding misunderstandings, promoting transparency and informing everyone.  
 
21st Century World
 
7. Create a dual strategy by combining your brick and mortar shop with a state of the art HTML5 web presence
 
Strive to create a superb online and personal shopping experience while rewarding your customers with loyalty perks and status.  Shoppers often use smartphones and tablets to get access to relevant information.  About.com has qualified three main distinct search types being made on the internet: “answer me (46% of all searches), inspire me (28% of all searches) and educate me (28% of all searches). Wouldn’t it be a great idea to make “answer me, inspire me and educate me” the three-dimensional crusade of your content marketing strategy?  Ask your customers, both online and in your shop, what answers they are looking for?  What inspires them? What educates them?  Gather your customer data directly into your database: the business headquarters of your people-centric customer information center.  This custom-made marketing know-how will help your business tailor make your content marketing output and assist you schedule personalized marketing messages via email or SMS.
 
8. Social, local, mobile (SoLoMo) and free Internet access
 
Would you rather have customers and prospects find out about competitive pricing inside or outside your shop premises?  If they search within your business, it might be easier for you and your staff to find out about competitors’ pricing and promotions.  It will also grant you the chance to intervene and give away “spur of the moment” discounts while bringing in more sales.  Providing customers and prospects with free internet access is a sure way to keep them inside your brick and mortar shop is not it?  No matter what, customers will find out what they want so you might as well give them the chance to do it while there are “browsing” around. It’s time for your business to harness wireless technology and give your visitors the shopping experience of their lives.  Why not consider an indoor positioning system (IPS) and lead your prospects to the right aisles? Why not consider near field communication (NFC) and QR codes to provide visitors with more product information?    
 
QR Codes Europe
 
9.  Free is a wonderful motivator
 
We all love free things don’t we?  The concept of free automatically appeals to our human nature.  Would it be possible to provide your business with a little coffee and snack corner? Could you add a few tables for prospects to linger around and visit?  This could be a wonderful opportunity to create a local’s corner while gathering precious ideas about business dos and don’ts.  Ask your customers what they expect from your business and reward the top ideas with prizes (first, second to five and 11th to 20th or more if you can). Give, share and get altruistically involved with your community.  How about giving away a free coffee for every new Twitter follower or Facebook likes?  Be creative, try new things, and encourage mistakes among co-workers and team members.  One last word of advice from Dan Erwin: “Shift your networking orientation from getting to giving and your long-term success is assured.”
 
10.  Refine your web and shop loyalty program
 
Loyalty programs should become digital and mobile. There are clients combining web and shop loyalty programs who can adapt their products to your specific needs and beyond.  It is fundamental for customers to get rewarded.  Customers both love rewards and status.  Status gives a sense of belonging, a feeling of being part of something bigger.  Among the 36.8 million followers Lady Gaga enjoys on Twitter, she concentrates on the top 1% she names her “little monsters” … “These fans evangelize for her and bring new fans in the fold”.  Lady Gaga understands her fans’ needs to emotionally wanting to connect with her and goes as far as interrupting her concert while calling one of them on the stage with her.  The more customers purchase, the more unique their reward and status development should be.  Think of airlines bronze, silver and gold levels as an example.  Rewards and status are the motivation that channels patrons into buying more of your products and services, but also to evangelize your business.   Be creative, different, and provocative, and reward your customers with an exhaustive loyalty program that shows genuine gratitude towards them. 
 
Now it’s your turn. Which advice would you give a combined brick and mortar digital shop for it to thrive in this contemporary business environment? Looking forward to your comments and suggestions.
 
 
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Ten Lessons Aspiring Social Businesses Should Learn from a Spider Web (Part 2)

We often consider spider webs a nuisance … something annoying, but we often dismiss the very skillful show of one of our planet’s state-of-the-art technologies.  In Part One, we reviewed five remarkable characteristics on how an aspiring Enterprise 2.0 could learn from spider silk properties.  Let’s look at five more lessons a discerning observer should be willing to consider:
 
6. Spider Silk combines both tensile strength and ductility (stretchability)
 
Scientists at Arizona State University (ASU) have decoded the secret of spider silk’s strength and what makes the fiber at least five times as tough as piano wire. “Spider silk has a unique combination of mechanical strength and elasticity that make it one of the toughest materials we know of,” said Professor Jeffery Yarger of ASU’s Department of Chemistry and Biochemistry. The tensile strength of spider silk combined with its ductile i.e. elastic properties (stretching and retracting) is well worth appreciating. For any of us, it would be hard to imagine grabbing a man-made bar of steel and stretching it to an extra forty per cent to its original length. The fact that this exceptional biological polymer (related to collagen) perfectly combines tensile strength and ductility is mind-boggling to say the least.
 
Clipboard Image
Image credit: http://www.bbc.co.uk/science
 
How do we set up company structures that are more flexible? Businesses that can “stretch” (such as a spiderweb capturing prey) when customer demand grows, but also businesses that can “retract” when its demand decreases?  How should these businesses embrace structural changes and seamlessly rebound when disruptive trends kick in?  Such theoretical questions are difficult to answer and ratify. An adaptive (stretchable and retractable) enterprise roadmap would be even more complex.
 
7.  The Spiderweb silk has stickiness properties
 
Spiders produce five main categories of silk.  One of them is the capture-spiral silk, used for the capturing lines of the web.  This sort of silk is sticky, extremely stretchy and tough, which should make us wonder how a spider can avoid entangling itself in its own web.  To this day, scientists are still not sure how it is possible for them not to get caught in their own trap.
 
What is the level of cultural stick-to-itiveness that companies have to offer? How does the Human Resource department attract, motivate and retain talent while minimizing personnel turnover?
 
8.  Spiders create exceptional spider web architectures
 
In Science Daily’s column “New Light Shed On the Mysteries of Spider Silk”, Dr. Kristie Koski and her colleagues from the University of Stanford report: “There has never been anything quite like spider silk.  Stretch it.  Bend it.  Soak it.  Dry it out.  Spider silk holds up … it can expand nearly a third greater than its original length and snap right back like new.  Ounce-for-ounce spider silk is even stronger than Kevlar, the human-made fiber used in bulletproof vests.”  Koski goes on to write: “The complete elastic response of spider silk is described by five elastic constants that define how the web reacts to any possible combination of forces –stretching, bending, soaking, pulling or twisting.” 
 
penmai.com.forums.science
Image credit: http://www.redorbit.com
 
How about our business structures? How far can we stretch them, bend them, pull them or even twist them without destroying them?  Have we ever considered the wisdom of a spider web and all its hidden attributes?  Have we ever tried to apply some of those principles to the form-functions of our schools, universities, government and businesses?
 
9.  Spider webs can capture water from the air
 
In the journal Nature, Chinese scientists have reported that silk is not only renowned for its strength, but also outstanding at collecting water from the air: “Sparing the creatures the hunt for a drink”.  We are here witnessing the awe-inspiring beauty of one of the most incredible sights God’s engineering hand has ever created.  “A tapestry of bright pearl-like water drops hanging on thin spider silk in the morning after fog” says Lei Jiang, the scientist from the Chinese Academy of Sciences in Beijing.  He goes on to say: “The spider silk can be several tens of micrometers in diameter, whereas the water drops can be thousands of micrometers wide.  The silk properties change as it contacts water, which causes the bumpy silk fibers to smooth out and drives the water towards the bumpy knots in the spindle, where it gathers into large droplets.” 
 
Image.Credit_BBC.co.uk
Image credit: http://news.bbc.co.uk/2/hi/science
 
Do we conceive products with compelling beauty and majesty while promoting safety, health and sustainability?  When considering some of the shoddy architecture I’ve personally seen in Paris, London, Los Angeles, Manila, Osaka, Beijing, Moscow, Barcelona and New York, I do not think they contribute to the beauty and enhancement of our environment. Do we boost technology by making it sustainable, durable and of compelling beauty such as the pearl-like water drops hanging on thin spider silk? Or does our industry prefer to plan the breakdown of specific parts for purpose of future gain and enrichment?  
 
10. Spider silk has antibacterial properties
 
In their research article: “Evidence for antimicrobial activity associated with common house spider silk”, Simon Wright and Sara Goodacre, from the school of Biology at the University of Nottingham, researched and proved the antimicrobial quality of some spider silk when confronted with micro organisms.  In Heimer, S. (1988). Wunderbare Welt der Spinnen. Urania. p.14, we read that the peasants in the southern Carpathian Mountains used to cut up tubes built by Atypus and cover wounds with the inner lining.  It reportedly facilitated healing, and even connected with the skin.  This is believed to be due to antiseptic properties of spider silk and because the silk is rich in vitamin K, which can be effective in clotting blood.
 
Do our company products and services sustain our livelihood?  Do our business protocols provide our workforce with physical and emotional assets in form of education, personal growth and vision?  Does middle management nourish the strength and potential of its workforce by facilitating information taxonomy and its distribution?  Or do most structures suffer from a command-and-control mentality going back to the enlightenment age and war room strategies?  
 
Much more could be written about spiders, but I hope that we all could gain a better appreciation for the sustainable world which is just around us.  May we strive to contribute and make our work and world a better place where more sustainable values become the drivers of our business endeavors.  In the meanwhile, we continue to deplete our earth from the very resources that sustain our physical lives.  One thing is certain:  the air we breathe, the food we eat, the sleep we need and the love we cherish, none of these components will ever be digitalized.
 
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10 Lessons Aspiring Social Businesses Should Learn from a Spider Web (Part 1)

We often consider spider webs a nuisance… something annoying, or we look at them as the irrefutable evidence that we have not done our housekeeping properly. We often forget or dismiss the masterful exhibit of one of our planet’s state-of-the-art technologies. Most likely, the majority of us have no particular knowledge about arachnology (the scientific study of spiders). To tell you the truth, I did not even know the word until I looked it up in Wikipedia: “A spider web, spider’s web, or cobweb is a device created by a spider out of proteinaceous spider silk extruded from its spinnerets. The spinnerets are the glands spiders use in order to produce silk. Some spiders are capable of manufacturing up to eight different silks during their life time.”
To conceive such an engineering exploit is a technological tour de force. Spider webs are so stunningly complex that their study has become a science. Around the world, arachnologists analyze the physical properties of spider silk. They consider its scientific uniqueness and the technological input it may bring to future man-made woven materials. We can learn a lot from spider webs and spider silk. We can draw many analogies between their properties and the properties our private and professional communities could and ought to display.
 
1. Spider silk is one of the toughest bio-materials yet known
 
The tensile strength of spider silk is greater than the same weight of steel. Spider silk is five times stronger than steel and three times tougher than Kevlar. Spider silk starts as a liquid protein, which is too small to see without magnification, then hardens to a solid when exposed to air. Spider silk can be stretched significantly (one fourth of its length) before it breaks. It can withstand temperatures from -40°C to 220°C.
How resistant and resilient can our organizations be? How are our business communities confronting adversity and bouncing back from defeat? How expandable and stretchable are our enterprises, businesses and societies? How far can they “spread” and “stretch” before they finally break or collapse?
 
Spiderweb
 
2. The spider web has the ability to adapt to different levels of stressOne of the remarkable keys to the stability of the spider web is the fact that “a spider web design, and the unique properties of its silk, allows just a single thread to break so the rest of the web remains unharmed.”  Can we say the same about our education systems, our management models and our manufacturing routines?  Someday, could a giant corporation like Apple tumble or “break”?  Could it be the reason that the unpredictable and creative genius of a Steve Jobs is not around anymore?  Could this cause a threat to Apple’s long-haul business strategy?  In “Apple Might Have a Bad 2013: 10 Signs of Trouble Ahead,” eWeek columnist Don Reisinger wrote:  “Apple could be in for trouble, as there are signs that iPhone demand is waning and its mobile market share is starting to slide.” If a corporation is threatened, will it adjust and adapt the same way a spider web can?
 
3. The silk’s molecular structure allows it to stretch
 
When a filament is pulled, the silk’s unique molecular structure unfurls as stress increases, leading to a stretching effect… The durability of the web is not just controlled by how strong silk is, but also how its mechanical properties change as you stretch it” says Dr. Buehler.  Darwin’s bark spider can weave a huge web over flowing rivers, stretching from one bank of the river to the other.  In order to stretch from bank to bank the Darwin spider must weave anchoring lines of up to 25m!  They weave such large tapestries by using one of the toughest, most energy-absorbing silks ever discovered, tougher than any other known biological and most man-made materials.  How tough and resistant do we train our workforce to be?  What sort of company culture and vision do we impart to them?  How far do we allow our workforce to stretch their minds and broaden their outlook?  How do we build bridges between departments and company silos?  How can we overcome isolated competitiveness for the benefit of community success?  When purchasing deliberately keeps a low inventory to earn CFO strides, production is postponed, client delivery is late, client production lines stops.  Does this sound familiar?  Unfortunately, it sure does to me.
 
Darwin_Spiderweb
 
4. The breaking of a single spider silk thread never threatens the entire web structureResearching on the spider web functionality, Dr. Buehler, from the Massachusetts Institute of Technology goes on to say: “If a building, a car or an airplane is exposed to large mechanical stress, it typically breaks as a whole and the entire structure becomes dysfunctional.” He continues: “Each individual thread of silk could be ‘sacrificed’ to maintain the overall structure.  How far can our communities stretch before they break?  How much stress can they take?  Why did Kodak file for bankruptcy in January 2012?  Didn’t the management foresee the technological trends and the reality that sooner or later cameras would be digitalized?
 
5. Spider silk becomes spider food
 
Did you know that spiders can nourish themselves from the silk they produce? Spiders produce a large quantity of silk, roughly 59.43 meters (65 yards) a day or 70.81 km (40.44 miles) in their entire lifetime.   We could compare spider silk’s double functionality (web weaving and food) to bamboo which is commonly used for scaffolding in Asia but also consumed as a delicious plant.  Will we ever see the day when a man-made product will be used both as building material and food?  When will shareholders understand that greed destroys our planet?  It’s time to replace polluting manufacturing plants with clean sites and an environmentally biodegradable production output.  How much longer can we pollute, destroy and loot the very planet that sustains us?  Companies, entrepreneurs and leaders should bear in mind that short term greed will soon destroy our children’s right to live abundantly!  One thing is certain:  the air we breathe, the food we eat and the water we drink… none of it will ever be digitalized!

In part two, we will look at five more spider silk properties and the physical and spiritual lessons they discretely continue to teach us, should we want to observe and learn.    

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5 Additional Ways Social Business Can Unleash Outrageous and Innovative Power (3/4)

Some days ago, I started on what will end up being a four-part series on innovative power, one of the fruits of Enterprise 2.0 or Social Business.  You are more than welcome to check part one and part two if you have not yet had the chance to do so.

Most company leaders would agree that a happy customer is more likely to become a returning customer, but how can a company expect a happy customer to become a brand evangelist if the company has not first understood the real value of its own employee experience (EX)?

1. Create employee experience (EX) first and customer experience (CX) will follow.

Some time ago I called Zappos’ Customer Service in Nevada.  I asked the person on the phone if she was happy to work for Zappos.  An enthusiastic and enchanted voice answered:  “… Oh …. thank God I am working here…!”  Let’s stop for a second.  Would your employees say the same thing about your enterprise?  If they were to be asked the same question, would they answer with the same positive attitude and with such a gregarious outburst of enthusiasm?

2. Improve your company reputation and internal set of values 

Ask a few friends to run a quick “popularity check” on your business around town and find out what locals are saying about you.  Pick up some outgoing and outspoken testers.  Let them go to bars and places where the locals meet and find out directly from them what the real deal is.  Who knows, the outcome might surprise you, and such an experiment could be an eye-opening attempt, right?  Employee experience (EX) is serious food for profound business evaluation since customer experience (CX) and user experience (UX) will never precede employee experience (EX).  CX and UX will only kick in if an enthusiastic crowd of co-workers and employees are passionately standing behind your company’s products or services.  Remember Martin Luther King?  He did not say: I have a “to do list”, but “I have a dream”, which was his personal call for rallying people’s emotions and passions thus creating a relentless support for his cause.  Do your employees know your company values and dreams?  Can your workforce regularly see the ratified vision of your enterprise?  Is your company vision straightforward and inspiring enough for everyone to see and understand?  Are you moving the passion and emotions of your workforce for your cause the same way Dr. Martin Luther King did?

3. Grant your employees the right to make decisions that are right for your customers

It is often a leitmotiv (repeated theme) here in Europe, to have a shop attendant tell you:  “I am sorry Sir/Madam, but I am not authorized to make such a call!”  Why?  Why on earth isn’t she authorized to make such a decision?  For crying out loud, is she not the one dealing with customers on a day-to-day basis?  Why does it so often fall to the hierarchical manager, sitting behind his desk all day long (and mostly cut off from day-to-day sales reality) to make that particular call?

4. Focus on your employees and their needs

Many businesses focus primarily on Customer Experience/Service and this is absolutely mandatory if companies expect to raise their service level, and positively influence customer satisfaction and customer retention.  However, find out first about the working conditions and environment of your own workforce such as sitting comfort, IT equipment satisfaction, dining facilities and amenities. If you do not know, genuinely ask them in a personal way.

The unsung heroes employees at Disneyland are the folks carrying the brooms!  “Sweepers are actually frontline customer representative with brooms in their hands”.  “Scholar John Boudreau and Peter Ramstad have shown that the sweepers who continually tidy up the park and often answer guest questions are vital to Disney.  The caliber of these workers and their ability to solve problems are crucial to the holistic ‘magic’ Disney aims to create for visitors.”  Is your management striving to transform every single employee into a self-declared brand ambassador and evangelist?  Tony Hsieh and the Zappos folks certainly do.  How about you?

5. Create and build a company culture that inspires and unleashes creative power

Study companies like Zappos and Starbucks.  This will give your management lots of valuable ideas on how to create a culture that is right for your business and workforce.  Pass on your vision to your employees, share with them proper business confidentiality.  Be transparent and give! To expect any kick backs would not be a genuine altruistic way of shaping your business gospel, would it?  Your workforce needs a business dream, the drive and passion to reach for the stars, while management humbly keeps ts feet on the reality grounds of modesty.  Leadership should inspire, motivate and consistently foster initiative, engagement and creativity.  In Jacob Morgan’s wonderful book: The Collaborative Organization, there is a quote from Carl Frappaolo (a leading practitioner of emergent collaborating strategy):  “Culture is the single greatest potential asset or detriment.  A culture conducive to collaboration will compensate to some degree for awkward processes and inadequate technology.  In contrast a culture not conducive to collaboration will ignore or in the worst case sabotage, even the most advanced technology and process approaches to open transparent sharing.”

What are the ways your company fosters creativity and innovation?  How do you define your business culture? Looking forward to your comments and suggestions.

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http://Twitter/BrunoGebarski
 
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