Customer Experience   đŸŽ¶ 🐠 😊 #30

Customer Experience đŸŽ¶ 🐠 😊 #30

Innovation, ‘Thin Skin’ and Customer Experience.

Ughh. Having ‘thin skin’. It’s not something that’s usually welcome. The thing is, these days the awareness meter is becoming an attractive tool that creates the impressive wisdom required to connect with customers, colleagues and partners for quicker and greater innovation, conflict resolution, learning and longer-term progress. Being able to sense what’s needed, what’s possible, imagining, being open to what’s there… it’s important. If you’re someone with thin skin, tips on how to be emotionally strong include ~ * Choose who to listen to. Feedback is a reflection of the person giving it – you can choose whether to listen to it. * Develop listening to yourself and what’s important. Having thin skin balanced with an openness to relevant feedback is an advantage. It gets you closer to beauty for you and others.

FOR WHEN YOU CAN’T ROADTRIP.

Wander. Roadtrips are great for the feeling of endless time; subjects flow amongst quiet moments. Stops at interesting places. A wander with a friend through your local villages can be similar. I enjoyed one recently, walking though Melbourne’s CBD via a great conversation at the fromagerie at the Spring St Grocer, an affogato at their Gelati Store, seeing wild sights at the Exhibition Gardens, cobblestone streets of Fitzroy, a canoe on Brunswick St, Snow White apples from the organic store, happy people at The Rose sitting outside in winter, seeing the Crumpler staff hurriedly pack up, seeing Spacecraft and a parfumerie’s beauty on Gertrude St. Walking towards town the idea of a movie popped up and off we went to the Kino and afterwards a feed at Yamato. A wander and a wide ranging conversation. Wonderful! Who are you wandering with next?

Let My People Go Surfing ~ Yvon Chouinard

Great inspiration via “Let My People Go Surfing” by Yvon Chouinard… from doing business with future generations in mind, to being more aware of the wider environment, tips on building great cultures and doing what’s there to be done. Wonderful business philosophy for Patagonia employees and perhaps your’s too. Highly recommended. I’ve many favourite comments, here’s a couple:

Yvon was the “outside person” at Patagonia, “responsible for bringing back news ideas. A company needs someone to go out and get the temperature of the world”. “Trash our stuff, trash our planet”

If you don’t get to the book, enjoy these insightful quotes.

Free Thrills.

It’s been a while now that I’ve worn un-matching socks. Until recently, nobody commented (or noticed).

Then I started karate and one of the classes is with under 10 kids who’ve started commenting, with confusion, that I wear un-matching socks.

Good fun.

Smile!

Favourite reads & listens:

  • Blockchain introduction:1. Satoshi’s original Bitcoin paper is definitely worth reading – even the Introduction on the first page as it explains the role of blockchain / cryptocurrency and going beyond third party trusted sources. Especially important to read if you are a consultant advising clients. 2. This Forbes podcast: “The blockchain is about to transform every trust-based interaction of our lives, from financial services to identity, from health care to our Internet of Things devices. In this podcast, host Laura Shin talks with industry pioneers across tech, financial services, health care, government and other sectors about how the blockchain and fintech will open up new opportunities for incumbents, startups and everyday people to interact more efficiently, directly and globally.”More blockchain reading is here.
  • Fascinating: 48 hours in VR.
  • Alexa buys Wholefoods
  • Heads up Facebook [thx rosshill]“Treat Facebook as the private walled garden that it is. If you want something to be publicly accessible, post it to a real blog on any platform that embraces the real web, the open one.”
  • Help kids thrive.
  • Delighted to see the tiny homes trend take off. Check out the beauties: here and here.
  • Another inspiring image of future transport. We’ll start to realise how restricted we’ve been with a steering wheel and seats facing forward. Thanks Elon and the Boring Company.

Great online presence:

  • ABC Australia r+d’s entrancing website and their megatrends report which clearly articulates the trends ABC is aware of through their work of engaging with and providing interesting watching for their customers for decades to come.“if you’re aware there’s a computer there, we’ve failed.” Bill Buxton on Invisible design
  • This may have you dream up your next project.

The Surfcoast conditions continue to be wonderful, Nic’s just done her first 4 days of yoga teacher training, a few of us are celebrating the passing of a big-hearted friend, others, a family member. Nick’s home at the end of the world (!), Ross and Anne are NYC’ing, SJ’s in AUS, Wends is dealing with a (happy) unwell child, a few friends are sick (maybe from the change in the seasons), two friends are preparing for interstate relocations at the end of the month… much happens as the globe turns. Wishing you and yours well and happy,

~ Sam

RunwayDigital.com

P.S. Interesting natural phone amplifier (from Russell in reply to the last newsletter).

System Integrity ☀ 🌳 😎 #29

Sunshine for you…

Enjoy little things: a patch of sunlight or the smooth feel of using a fountain pen.

Quick! Fly somewhere!

Kind ideas.

Get something out.

Pick up surfing.

Be excited about the Southern Hemisphere snow season or the Northern Summer or puffins!

(System) Integrity.

My regular coffee shop, Patricia’s, provides me an incredible experience each time I visit: an underlying interest to provide the exceptional, warm welcomes, happy staff, delicious, stylish products (taste, cups, spoons), fascinated sourcing, a sense of community, lots of awareness / care / kindness, fun and delight (including randomly provided tastings), and a sense of openness.

With such integrity throughout there is a constant focus on the customer experience.

I spotted this in Jony Ive’s foreword in the “Designed by Apple” book. It sums up this idea:

Your turn. Create integrity throughout. Aim high!

Hear’s to your incredible success and recognition Bowen (Patricia’s Founder)!

When you visit Patricia’s, look up and spot the Sunshine…

Redefining “Work”.

John Hagel’s SXSW presentation is a simple, wise, calm view of employment opportunities and threats owing to machines. He reminds that in a traditional sense work is creating replicable, tightly specified, efficient processes and outputs. Who’s best to do these? Machines.

John also mentions microsourcing / outsourcing and how this drives individuals’ unique expression (which is great) though John suggests the ‘gig economy’ will be transitional as activities can be defined and given to machines. Having worked with Virtual Assistants, I found myself nodding.

We’re in the time of working out the next version of work. This is one of my favourite (pretty quick) presentations. Enjoy!

Still anxious about robots and automation? Relax, it’s been happening for ages (cruise control, radio to Spotify/Rdio etc). It’s helpfulness and role is directed by you, by us, as humans. Do what you need to feel empowered (including replying to me here!).

Making Progress.

Writing emails like this gives me a chance to reflect on things that are working for me and pass them on.

A favourite for managing progress is having a ‘returning email’ system. When I buy something and receive an email, I return the order confirmation email to me and set the date to just after the expected delivery date. Usually the email pops up and the order has been delivered – though if not, the email returning has me address.

I can also write an email to someone confirming something important they’ll be doing, click the Boomerang “return in…” checkbox at the bottom of the email and it’ll return at the ETA. …then I don’t have to think about it until the email returns.

I use Boomerang in gmail and gmail’s inbox app on my iphone to return emails.

What tips work for you?

Pump Up The Volume.

It was fun today seeing Apple is releasing a new speaker system. It reminded me of a simple idea I’ve used on the fly – put your iPhone in a tall bowl and it amplifies the speaker. Yay!

Favourite reads & listens:

  • Curious about cryptocurrencies, the Blockchain, Bitcoin, Ethereum and more? Tim Ferriss’ latest podcast is a great introduction. It’s co-presented with one of my favourite thinkers in the world – Naval Ravikant – who kindly simplifies complex topics as they arise. A more advanced watch or listen on the wider context on the future of cryptocurrencies and finance is Brian Armstrong at this week’s Token Summit (thanks rosshill)
  • Alastair Humphreys’ newsletter.

 

Great online presence:

Have a fantastic week from an increasingly chilly Melbourne!

~ Sam

RunwayDigital.com

P.S. Travel links are Aussie/Asia-biased x

Cryptocurrency #28 đŸ™ŒđŸ’žđŸ€“

Fintech, beyond capitalism and cryptocurrencies.

It was thrilling to see Bitcoin go to over US$2,000 last week. It’s not just about the monetary value of these new currencies though. It’s how the base technology (the blockchain) is providing a new platform from which to do business, to conduct transactions, to share personal information, and much more in a way that’s decentralised – i.e. not biased or influenced or potentially corrupted by those in power locally, by government, large organisations, and powerful individuals. It’s providing the opportunity to reimagine processes or systems that aren’t working as well as they could in the world.

If you’ve not yet heard or read much about the future possibilities of money and tech in the global economy, here are introductory links ~

The role of cryptocurrencies presented at last week’s Ethereal Summit. I highly recommend watching this full video. The first 4 minutes highlight where banking is headed, how online currencies could become the backbone to improve many systems in the world, and how they’re also not a ‘golden chalice’. At 10:30 there’s mention of how through the blockchain you can pay for your coffee at a cafe and also directly tip the coffee farmer a very small amount without fees on either side. There are incredible supply chain opportunities as the supporting tech comes to be and great opportunities in developing countries too.

Why Bitcoin matters (NYTimes)
What is Blockchain

A beginner’s guide to Ethereum
Ethereum is the Forefront of Digital Currency

Thanks to Ross Hill & his Coinbase friends for these links.

Remote / Flexible work.

Looking for a remote job with flexible hours? Here’s a list of sites and joblists to check:

Any other suggestions? Email me and I’ll keep the list going and distributed here.

Local events.

Get into learning! Check out your local meetup events on topics you’re interested in.

If you’re in Melbourne, Sydney, Brisbane, Singapore, Auckland and Perth Laneway Learning is fun.

Micropartnerships.

One of the great learnings I have from creating the Do Lectures here in Australia was the great gains from creating fast partnerships with brands / companies who increase the value provided to customers. This would play out by one of us having a sudden idea of a brand that could offer something to people attending then we’d get in touch via phone or email or through mutual contacts and really quickly we’d have products or experiences people could enjoy.

With this knowledge and as I see companies becoming more globally competitive, it’s powerful and increasingly necessary to have a proactive curiosity around what customers value and could gain from, an openness to get in touch with anyone who can help provide it and being aware of how to quickly build trust.

Who could you partner with fast to increase the worth to your customers?
How can you quickly create trust?

Digital Leadership.

How is your digital leadership learning coming along? Check in to this article to choose what you wish to learn or book a session with me to chart your course, to gain answers to current questions and more. Let’s see you flying high in your work and life opportunities.

Favourite reads & listens:

Great online presence:

  • Fascinating to recently meet Thomas King (thanks Jac) and hear his exciting intentions for the future of food in Australia. He has a clean, clear LinkedIn profile.
  • The extended list is here and here.

Have a fantastic week!

~ Sam

RunwayDigital.com

P.S. It was a treat to recently be in Tassie (Tasmania). Enjoy the photos here.

Human-Centred Futures đŸ’Ș 👀 đŸ€“ #27

Human-Centred Futures đŸ’Ș 👀 đŸ€“ #27

(Be prepared) This newsletter may have a few more typos than usual. I’m fitting it in in between a hectic play and work schedule and created it in 45 minutes which is a record for me. Hoping your week is wonderful! Have a great one.

_____

Human-Centred Futures.

Having just received a MASSIVE smile from the checkout person at the supermarket I’m even more delighted with this next phase of greater care, kindness and humanity that’s coming. So many organisations are starting to do more Service Design / Human Centred Design / People Experience Design in part because ‘average’ doesn’t cut it in many industries any more and because customers are global and can subconsciously or consciously demand more (quality / additional features / quicker deliver / better service). Also with more tracking more kindness will be observed and amplified online.

Knowing the supermarket I was in has been doing an internal overhaul for the past few years and training for better customer service and just now seeing the results, it reminds me this is what’s coming for most industries. As a consumer having better service sounds soooo good.

It’s good practice to go the extra mile. Aim high with what you’re doing and challenge others kindly to do the same. Create great ripple effects.

Do More Experiments.

A quick tip for more courage or to move on from indecision: Work out your best guess on the direction to take, make the decision in this direction, take action and call it an experiment. Don’t second guess yourself. Calling it an experiment can lighten your worries or concerns and build confidence in your intuition. Let me know how you go 🙂

Writing Newsletters.

This newsletter marks a year of me writing a fortnightly newsletter. Wahoo! If you’re thinking of writing a regular newsletter and have questions about doing so, hit reply. I’m interested to hear what you need to get your clever online.

Favourite reads & listens:

Great online presence:

  • Search consultant Andrew Bonwick’s articles help his potential clients, reiterate his services and show him as an expert. What articles could you publish on LinkedIn for your customers?
  • The extended list is here and here.

See you next time!

~ Sam

Mixed Reality 😎 ✹ 🏡 #26

Mixed Reality 😎 ✹ 🏡 #26

Mix Up Your Reality

Ohhhh it’s getting exciting! This presentation by Robert Scoble shows the current developments in Mixed Reality, Augmented Reality and Virtual Reality. The image below shows him watching a game with multiple screens surrounding him with game scores, player details and statistics.

Knowing I’m often using 2 or more screens or more than one tab on my computer, it’s wonderful to see this technology nearly here to make life easier (and of course, more complex).

A company I’ve enjoyed following for a while now is 8i. As you know, I encourage people to share their unique individuality online as it’s the most sustainable personal online strategy. Combine this with the incredibly true-to-life holograms that 8i are building and we’re on our way into a new and fascinating dimension of the world wide web.

These images on the right are from 8i’s Buzz Aldrin hologram who takes viewers on a journey to Mars.

It’s a great example too of the educational power of VR. Go 8i!

The Blue Planet

Isn’t it incredible to be able use Google Earth to go from space, looking at our blue planet, then into the 3D details on the street, mountains and beyond. Pop on your VR goggles

Favourite reads & listens:

  • A 3D printed house… in 24 hours. (It’s worth clicking on the video to see the technology.) [3D Printing, construction, mobility]
  • A newsletter that always gives me a deep chuckle is Steve Edge – who I was fortunate to meet at the DO lectures in Wales and see his amazing talk …”everyday dress for a party and the part comes comes to you”. His news is aways engaging, high on integrity and fun. [inspiration, branding, design]
  • Wonderful new podcast “Stoked Lifestyle” by Steve Larosiliere. [inspiring, leaders]
  • “Organizations should have a brand that transcends one generation”, Christine Murray on Twitter [great quote, purposeful organisations]
  • Our Turn” by Kirstine Stewart is an intelligent, kind read with lots of empowering leadership tips and humility. Her straight talking style is refreshing and she treads deep into the true accountability of a paid job.“[Kirstine] take[s] the conversation about women and work to a whole new level”, Good Reads 

    [leadership, women, Twitter, CBC]

  • Jeff Bezos’s high-velocity decision-making. [leadership, tips, high performance]
  • The most popular TED talks of all time. [high performance tips, inspiration]
  • So much news on many great technology advancements here. [nanopores, cancer, healthtech, manufacturing, solar]
  • In London? Head to the Natural History Museum to have David Attenborough guide you via VR. [VR, Attenborough!]
  • Receive postcards from dear Nick Hand. [craftivism, inspiration, kickstarter]

Great online presence:

    • Scroll down the Unlockd careers lovely webpage to “VIEW ALL AVAILABLE POSITIONS” and it links across to LinkedIn where the search of their organisation appears. Rather than listing job details on their website this is a great way to have data in one location / quicker maintenance.
    • Harriet’s engaging LinkedIn summary.
    • Sometimes it’s the little things that lift you up. I recently updated my Instagram bio to:Live a bit more ???? It makes me smile. Hope your bios give you energy too.
    • The extended list is here and here.

Got something to share with me? Hit reply and do so. I’d love that.

Have a fantastic week!

~ Sam