If the measure of one’s commitment to protecting the environment is the number of cars taken off the road as a direct result of an action, this year’s record-breaking turnout of participants in the Washington, D.C. region’s Bike to Work Day is tangible proof of the region’s growing concern for the environment. On a recent Spring day in mid-May, over 14,500 registered riders made a difference by taking their cars off the road for at least one day.

Of course, like so many other causes, events like this would not be possible were it not for the generous support of like-minded corporate and not-for-profit sponsors like Whole Foods Market, Marriott, ICF International, AAA, Commuter Connections and the Washington Area Bicyclist Association (WABA).

Working together with their local communities, these organizations are leading the way by telling a story we can believe in. It’s an authentic story about sustainability and how individuals can come together to make a difference. It’s also a story about a healthy and safe alternative to driving alone in your car…and about learning to enjoy the ride, as I and thousands of others did. One bike at a time, their participation in this year's Bike to Work Day provides us with a glimpse of the causes they and the people in their communities care most about -- sustainability, health and fitness, fun, etc.

How are you and your organization making a difference in your community? Are the stories being told reflective of your personal and organizational values? 

I am a huge fan of audio books. On the plane, in the car, and on the subway I am catching up on my favorite business books and for pleasure books. A colleague introduced me to John Scalzi, who is primarily a sci-fi writer. As I do every time with new authors, I read reviews on Amazon, biographies on Wikipedia and Amazon, and ask the referrering person more about style and substance.

Reading John's bio on Amazon really piqued my interest. Reading the bio shows me he's a bit wry, funny, well-liked (he's won several awards), and has an interesting call-to-action at the end.

John Scalzi writes books, which, considering where you're reading this, makes perfect sense. He's best known for writing science fiction, for which he won the John W. Campbell Award (2006) and has been nominated for the Hugo Award for best novel (2006, 2008, 2009). He also writes non-fiction, on subjects ranging from personal finance to astronomy to film, and was the Creative Consultant for the Stargate: Universe television series. He enjoys pie, as should all right thinking people. You can get to his blog by typing the word "Whatever" into Google. No, seriously, try it.

I indeed typed "Whatever" into Google and John's blog came up first. I'm convinced. Now I have to figure out which book to read first.

Moral of the story:  If you have a personal bio on your website, LinkedIn profile, speaker one sheet, etc., have you considered, seriously considered changing it? Most bios are factual and chronological splashed at the end with the "Ira's married to the love of his life, has a wonderful daughter, and enjoys photography in his spare time." When I thought conservative was better, I didn't stand out. Today, my bio helps me more memorable and more engaging. My bio gives people reasons and opportunities to talk with me more about my background.

Try changing your bio....even if it is just a little.

Postscript 1:  I just looked at his LinkedIn page and this is his first sentence in his Summary:  "I write. I edit. I get paid. I fight crime! I lied about that last one."

Postscript 2:  Some people asked that I include my bio. The bio is available as a PDF on The Chief Storyteller website, is included with my speaking engagements, has a variation on social media sites like LinkedIn and Twitter, is included in proposals, and the list goes on. People always ask me about something in the bio.

“Think deliberately.” The mantra of a person who has made improving communications his life’s work.

It all began some 30 years ago, at a high school science fair. Ira had presented his computer program on the heart and the circulatory system. One by one, the prizes were announced...third...second...first place. After nearly 100 hours of programming evenings and weekends, he slumped his shoulders and thought to himself, “I lost.” Then...Ira heard the chairwoman announce, “We are awarding the grand prize to a young man who could sell me my own pair of shoes!” And his name was called.

For more than 26 years nationally and internationally, Ira has been building his communication skills into a well-honed set of precision instruments. Within minutes, he will fundamentally change the way you communicate.

His most pivotal experience was serving as a public affairs officer in the United States Army Medical Service Corps. Trained in giving and preparing presentations for military and civilian executives, he gained invaluable insights into messaging, communications, and storytelling.

Living on both coasts, Ira has held various leadership roles in marketing and product management. After earning his MBA from the University of Maryland in 2000, Ira entered into the world of leading edge technology. It was while working in San Francisco and Silicon Valley he began to adapt his skills for use with the new, technology-driven tools today’s professionals have come to rely on.

And like all good communicators, Ira loves the stage. He performed improvisational humor professionally with ComedySportz in a career spanning 12 years and more than 1,000 shows. While performing, Ira had this epiphany: “improv mirrors life.” Life experiences stem from random and planned connections with people, and it is these experiences that help us to bond quickly with audiences.

Ira is an active blogger and writer, was a guest columnist for the Washington Business Journal, and an adjunct professor at the University of Maryland. He helped the a US government contracting firm win a $94 million multi-year project; Altum develop a proposal that had a 100% success rate in going to the final decision round; and the Centers for Disease Control and Prevention (CDC) secure Affordable Care Act dollars and $6.2M for the National Youth Fitness Survey.

LinkedIn looks to be launching a major game changer in social media. I have not used it nor seen a demo. My opinion is based on the press coverage, release announcement, and screen shots. Google was very successful in creating hyper buzz with limited gmail email accounts. LinkedIn seem to be doing the same with a waitlist (see the bottom). We will see...

Here is the information from the blog post announcing the new, LinkedIn Contacts.

-------------------

Have you ever wished for a personal assistant who reminds you when your colleagues are celebrating new jobs or birthdays? Or have you wanted to quickly pull up the last conversations you had with people before you head out to meet them?

Today we’re proud to announce the launch of LinkedIn Contacts, a smarter way to stay in touch with your most important relationships. With this new product, we bring all your contacts from your address books, email accounts, and calendars together with the power of your LinkedIn network. Contacts is available both on LinkedIn.com as well as a brand new app for iPhone. Over the coming weeks, we’ll start sending invitations to try LinkedIn Contacts to a limited number of members in the United States.

With the new LinkedIn Contacts experience, we’ve introduced features in three areas:

Bring all your contacts to one place

LinkedIn Contacts brings together all your address books, emails, and calendars, and keeps them up to date in one place. From these sources, we’ll automatically pull in the details of your past conversations and meetings, and bring these details directly onto your contact’s profile.

Never miss an opportunity to say hello

Get alerted on job changes and birthdays in your network, a perfect opportunity to stay in touch. Also, you can set reminders and add notes about the important people in your life.

Take it on your mobile device

Stay connected on the go. LinkedIn Contacts is available as a standalone app for iPhone, so you can stay in touch with your contacts wherever you work.

If you’d like to learn more or be one of the first to check out this new experience, visit http://contacts.linkedin.com to join our waitlist.

I have been a mentor and traveler with CRDF Global for many years. CRDF/Department of State have brought together (and continue to do so) some of the brightest minds from around the world in global innovation and entrepreneurship. If you are near the DC area, the event is on the GW Campus. Otherwise, enjoy the live streaming webinar. Register here.

Here are the details and links.

The Global Innovation through Science and Technology (GIST) Initiative, a partnership led by CRDF Global and the U.S. Department of State, invites you to join us for a lunchtime panel discussion on global innovation and technology entrepreneurship. This luncheon will provide an opportunity to celebrate successes achieved by entrepreneurs from emerging economies and hear from speakers who work to enhance entrepreneurial communities around the globe. Participants will learn about innovation and entrepreneurship and how diaspora groups can take these tools to help bridge communities and create new opportunities. Register here.

Event Agenda

12:30-1:00pm       Registration and lunch

1:00-2:00pm         GIST panel discussion

2:00-3:00pm         DC-based live Q&A period and networking

How to get involved?

Join our 159K+ Facebook Community: http://www.facebook.com/GISTinitiative

Shari Loessberg, Senior Lecturer at MIT Sloan. LinkedIn
Shari is a seasoned entrepreneur in the US and emerging markets. She has lived five years in Moscow building leading Russian equity house. Shari has been at MIT Sloan for ten years, teaching about US venture capital investment and emerging market entrepreneurship. She also  consults on domestic and international startup issues. Her specialties are in emerging market entrepreneurship and investment, US venture capital investment, strategy and negotiation in funding US high-tech startups, domestic and international corporate governance and Russian capital markets.

Catherine Cook, Founder of Meet Me. LinkedIn
Catherine Cook graduated from Georgetown University (B’11), where she majored in OPIM and marketing. Catherine has been reported on extensively by CNBC, MTV, ABC News, Fox News, CosmoGIRL, BusinessWeek, the San Francisco Chronicle and CBS. She has spoken at a number of high profile conferences, including the Foursquare conference, and spoken at events at Princeton University, Boston College, and Georgetown University.

Wissam "Will" Yafi, Founder & CEO of TidWit Inc. LinkedIn
Wissam "Will" Yafi is the founder of TidWiT Inc. For the past 10 years, together with his team he has been responsible for launching worldwide e-learning and ICT initiatives to non-profits, high tech firms, and government organizations. With more than 20 years in the industry, Wissam often shares his experiences through workshops and planning sessions all over North America, Europe, LATAM, Asia, and Africa. Wissam and his team have successfully delivered hundreds of online courses using TidWiT's recognized Social Learning platform. Wissam balances work with community orientated activities such as training youth on entrepreneurship and technology and helping developing countries on incubation and ICT initiatives. His volunteer work earned Wissam recognition with VEGA in the US. Wissam is a published author of two books and is a regular contributor to several global media outlets.

GIST Moderator:

Ovidiu (Ovi) Bujorean, Sr. Manager of GIST Initiative. www.ovibees.com
Ovidiu Bujorean manages and directs the GIST Initiative. Mr. Bujorean is a professional speaker on topics such as professional networking, innovation and entrepreneurship and partnerships building. Previously, Mr. Bujorean was the Senior Associate at Rudyard Partners, a private equity firm focused on investing in consumer technologies. Mr. Bujorean serves as Chairman of the Board of Advisors of AIESEC DC and Vice-Chairman of MIT  Enterprise Forum of Washington DC. He founded LEADERS, an organization that impacted the lives of approximately 10000 young leaders and entrepreneurs in Romania and Southern-Eastern Europe and is a graduate of the MIT Sloan School of Management (MBA) and Harvard’s Kennedy School (MPA).

Register here.

I celebrated a personal milestone this week when I reached the 3,000 follower mark on Twitter. Later that day, a friend and I were having lunch when he asked me to tell him about my success. Without hesitation, I gave him this simple explanation. It's all about branding. 

My experience with social media has provided me with some powerful insights. One of those insights is that developing an engaging presence on social media is a lot like building a brand. I started by defining my brand, a promise and an audience. The next step was to deliver on it. Consistently and regularly.

Let me share with you ten branding lessons I've gained from my experience with social media over the last four years:
1. Be yourself.
       Your friends and followers will like you for the person you are, not the person who you think they want you to be.
2. Always be true to yourself.
       Actions speak louder than words. Your followers will see through actions that are inconsistent with your identity.
3. Make it about them.
       Share content your followers will find helpful, valuable or meaningful.
4. Engage them.
       Embrace the notion that you are managing relationships with people, not selling something to them.
5. Be present where they are.
       Establish a consistent presence across multiple social networking sites (e.g., Twitter, Facebook, LinkedIn, Pinterest, weekly blog, etc.).
6. Avoid unexplained absences for extended periods of time.
       Stay active and let your friends and followers know when you decide to take a break (or pre-schedule your posts).
7. Listen to your followers.
       Your followers are smart. Listen and learn from them. Share their content. Exchange ideas with them.
8. Know that real engagement is more than just the number of followers you have.
       Large numbers aren't everything. It's how you well you engage that matters. Kred (shown above) and Klout provide some measure of engagement in areas like reach, amplification, network and influence. 
9. Never buy friends and followers.
       Followers who are bought tend to be less engaged and are far less likely to stick around.
10. Respect and value your friends.
       When it comes right down to it, they are the reason for your presence (and success) on social media.

For more insights on brand building and social media, please see:
• Brand Building Through Social Media
• How Social Media Is Making an Impact on Marketing
• Why Social Media Should Be Part of Your Marketing Communications
• 5 Insights on Marketing Your Brand on Social Media
• Social Media Is About Building Relationships

Earth Day is Monday, April 22.

Since it was first celebrated here in the U.S. in 1970, it has become an international movement for promoting the planet and a sustainable future. It is now observed in 192 countries across colleges and universities, secondary schools, local communities and a growing number of brands.

If you’re a marketer like me and believe sustainability is about more than simply promoting green products and behaviors, you’ll appreciate brands whose approaches to sustainability marketing include calls to action that champion economic prosperity, social justice and environmental protection.

A brand that is making a difference in these three areas is One, whose tag line is “do one good thing™.” The story of One began in the U.K. with an awareness of a single need – that something needed to be done about the one billion people in the world who lacked access to safe drinking water – and an idea – to create a brand of bottled water where all the profits were given to charity.

While it may seem counterintuitive that a brand concerned with world water issues is selling bottled water, the explanation One provides on its website is what makes its sustainability marketing effort so innovative and unique: “We are not saying buy our water INSTEAD of using tap water; we are saying IF you are going to buy bottled water, buy One and make a difference at the same time.”

The story of One is still being written. Since May 2005, One has raised over $7.8 million for clean water supply projects in countries where the need is greatest (i.e., where over 40% of the population lives in extreme poverty). Thanks to the efforts of One, over 1.5 million people now have access to clean drinking water and, instead of walking great distances to get water, children are now going to school. One bottles are made of PET (polyethylene terephthalate), use less plastic than the typical water bottle and are 50% lighter than the average soda bottle.

So the next time you reach for bottled water, think of One and the difference it is making in the global economy, the lives of people in some of the poorest countries in the world and the environment we call home. 

Last week I had the honor of being a semi-finalist judge for the The George Wasington University Business Plan Competition. About 35 judges discussed the merits and potential of some 30 business plans. Our focus was to select the eight lucky finalists. These finalists would then pitch on April 19, competing for over $60,000 in cash prizes.  We had some passionate discussions, laughed a bit, and in the end, chose some really interesting ideas. I am really looking forward to the presentations next week. If you are interested in attending, the link is at the bottom.

Brief Background
The GW Business Plan Competition, founded five years ago by Florida Governor Rick Scott and First Lady Annette Scott, awards over $60,000 in cash prizes to teams of GW students, faculty and alumni who have innovative ideas for new products and/or services. The Scotts' daughter, Allison Scott Guimard, is an alumna of GW's School of Business, class of 2005.

With 109 submissions from 12 schools at GW, participation has increased significantly over the years. From those initial submissions, 35 student-based teams were invited to write full business plans, and from them, eight teams made it to the GW Business Plan Competition Finals. These eight finalists will present their business plans and ideas to a panel of distinguished entrepreneurs, investors, venture capitalists and GW alumni.

Event
Eight student-led teams will present their winning business ideas and compete for over $60,000 in cash prizes during the GW Business Plan Competition. The GW Business Plan Competition Finals are the culmination of a year-long series of educational workshops and active mentorship on new venture creation. Finalists will present their business plans and ideas to a panel of distinguished entrepreneurs, investors, venture capitalists and GW alumni. In addition, winners from previous years will be present to talk about where they have taken their businesses since securing funding in a previous GW Business Plan Competition. Registration and a full schedule are available here.

Final presentations and awards will take place from 9:30 a.m. – 5:00 p.m. on Friday, April 19. The event is open to GW students, alumni, faculty, staff and members of the general public.

The George Washington University
School of Business
Duques Hall, 6th Floor
2201 G Street, N.W.
Washington, D.C.

Schedule for the day and to register, click here.

If you are planning to attend let me know, we can meet up there for some coffee.

If I were to ask who your biggest competitor is, who would you say? Now think about your changing competitive landscape and where you would like your business to be in five years. Who will be your next big competitor? How will you compete?

The world is changing. Your customers are changing. The competitive advantage that made your business successful in the past may not be an effective source of differentiation tomorrow. Businesses that thrive over the long term understand their current competitors and how customers respond to them. They also seek to identify emerging competitors before they become a threat. Early identification of emerging competitors provides companies with an opportunity to modify their existing marketing strategies in ways that allow them to acquire and maintain a sustainable competitive advantage.

Astute marketers are always on the lookout for the next big competitor. What are you seeing when you look across the horizon? Are there any relative "unknowns" who might be threatening to disrupt your industry with powerful innovations? If so, how will you prepare to meet this challenge? Will you be ready?

Your customers interact with your brand in a variety of ways. These interactions may include some or all of the following business processes: pre-sales, sales, support, billing, and customer service. The customer experience you provide at each and every one of these phases in the customer lifecycle forms an indelible impression of your brand and what it means to do business with you.

Now, suppose your customer feedback reveals dissatisfaction with the customer experience that occurs during a number of these business processes. How would you improve your brand’s overall customer experience? Where would you start?

Best practices suggest starting with the big picture. The big picture includes a vision of what success will look like if the business process improvement efforts achieve their desired results. It also includes the new skills and other tools your employees will need to succeed, as well as a clear and consistent communication of goals and milestone targets. Finally, it includes rewards – bonuses and other forms of recognition – for members of the business process improvement team when goals are met and exceeded.

Business process improvements that result in a great customer experience can be a source of competitive advantage for your brand. Brands that provide a positive customer experience enjoy increased customer loyalty, lower price sensitivity and higher profit margins than their competitors.

Visit us next week for ideas on how to identify the process improvements that are likely to have the greatest impact on your brand's customer experience.

Follow my logic to really appreciate why practice is an absolute to being successful. Let's use driving a car as our example.

For comparison, let's use the Automobile Manufacturer's average of 12,000. Think of the warranty offered as three years or 36,000 miles.

Thus, we can create an annual number of miles driven chart since age 20.

If I were to ask anyone based on these numbers, "Are you an excellent driver," he/she would surely respond Yes. How about asking someone in their forties? Absolutely Yes.

Now, if I asked a 45 year old driver if he/she could beat an Indy 500 race car driver, the answer would be an unequivical "No." How come? The person drove three hunnnndreddd thousssanddd miles.

The reason is clear. Practice.

All too often people spend too little time practicing... practing a presentation, sharing a personal story for business impact, writing powerfully, responding to questions during an investor meeting, conducting an important board meeting, and so forth.

Next time, spend at least a little bit of time practicing. You'll never regret the time spent.

Everyone likes a success story.

I picked up a recent issue of Fortune magazine and found one hundred of them, under the story line, “100 Best Companies to Work For.” These stories were compiled on the basis of feedback obtained from what Fortune calls “the most extensive employee survey in corporate America.” The survey asks employees for their feedback on management credibility, job satisfaction and organizational culture.

Not surprisingly, each of the companies chosen for this honor has a unique story of what makes it a great place to work. The stories they tell evoke images of employee wellness, creativity, innovation, shared wealth, trust and respect, community service, passion, transparency and appreciation. Some of my favorites included stories about Wegmans, Recreational Equipment (REI), Men’s Wearhouse and Marriott International – all brands I frequent and ones I have highlighted in previous blogs.

Do you have a favorite success story from this list?

Click here to see the full list of this year’s “100 Best Companies to Work For.”

I stumbled upon a great read the other day, "Tribes", by international best-selling author Seth Godin. The book is a compendium of short articles on leadership. The basic premise is that anyone with a passion for something can create a movement. All it takes is a deliberate choice. A choice to lead.

With experience as both a manager and a leader in a variety of not-for-profit and corporate organizations, I found this book fascinating. It spoke to the not so subtle differences between a manager and a leader.  As described in the book, managers are process-oriented, reactive, defenders of the status quo, predictable, focused on employees and their assignments, and often stuck "playing today's game by yesterday's rules." Leaders are visionary, proactive, agents of change, inspiring, skilled in attracting  followers, trusting, forward-looking and passionate. 

My experience tells me that organizations who thrive (i.e., as measured by sustained growth in members, member engagement, revenues or profitability) are those whose top spots are occupied by leaders.  Leaders use their passion and ideas to build communities of followers, or tribes. They recognize the world is changing and they respond with innovation. They lead with fresh ideas and they empower others to take risks and make good decisions. By trusting and respecting others, they accomplish the extraordinary and they move you forward. 

What do you think? Are you a manager or a leader? The choice to lead is yours.

For more on leadership and its impact on an organization, please see:
• What Story Is Your Organizational Culture Telling?
• What Makes Your Company a “Best Place to Work?”
• Accelerate Growth and Innovation – Encourage a Culture of Risk-Taking

For the past two years (2011 and 2012), I shared my top 50 business storytelling and communications mantras. As I plan for 2013, I always look to my list to light a small fire of inspiration.

As you look through this list, see what applies to your life or what you want to apply. Write your own list of mantras. Whatever you do, make a list (short or long) of your goals and aspirations. Every so often read, revise, and contemplate...

Here are the mantras at The Chief Storyteller. Think about this list and how it can help prompt new and fresh approaches to making your personal and organizational communications unforgettable. We would love to hear your mantras...please leave them in the comments.

Personal Storytelling & Communications
01.    People are at the heart of every great story.
02.    Stories are how people remember you.
03.    Use humor if you want to.
04.    Write in your authentic voice.
05.    Write and speak conversationally.
06.    Write emails as if they will be read on a smart phone.
07.    Tell more personal stories with relevant business messages

Brand/Organizational Storytelling
08.    Promise a better tomorrow.
09.    Know your elevator speech / elevator pitch / mission statement (core business story).
10.    Ensure your core business story is unified throughout all communication materials.
11.    Your brand story is everything.
12.    Success stories are key to differentiation.
13.    Social communities are built on personal and business stories.
14.    Deliver on the expected experience.

Relationships
15.    It’s all about them.
16.    Relationships matter.
17.    Business stories are the engine of relationships and relationships are the engine of continued success.
18.    Credibility is more important than expertise in the beginning of relationships.
19.    Send hand-written thank you notes, especially job hunters.
20.    Active listening is key to building great relationships.
21.    Treat everyone like a CEO.
22.    Stop listening to your Mother. Talk to strangers at networking events.
23.    It’s not who you know, it’s who knows you.
24.    Treat every client like your best client.
25.    Be a deliberate networker.
26.    Be a people bridge and make referrals.
27.    Be a mentor.
28.    People crave connection.
29.    First Impressions Make Lasting Impressions:  offer a warm smile, firm handshake, and good eye contact.

Communications
30.    Write to the 10th grade level.
31    Content is king.
32.    (Good) blog and article content matters the most.
33.    Strive for “interest” questions. Avoid “understanding” questions.
34.    Content first. Design second.
35.    Always have a second person read your content before publishing.
36.    Design your website for your target audiences (not your staff).
37.    Inspire Action:  facts do not persuade and inspire, people do.
38.    Audiences are hungry for original thought-provoking content.
39.    Get yourself known (e.g., LinkedIn questions and answers, post to SlideShare, and Tweet good information).
40.    Speak in headlines.
41.    Maintain a detailed Ideal Target Profile for your key target audiences.

Personal Development
42.    But is the worst word in the English language (and many other languages).
43.    Words really, really matter.
44.    Have positive self-talk conversations.
45.    Change is a choice.
46.    Create your own success momentum.
47.    Be a student everyday.
48.    Be a whole body communicator.
49.    Avoid fillers (um, ah, like, you know)
50.   Be a deliberate communicator

In Charles Dickens’ “A Christmas Carol,” the story opens on a dark and bleak Christmas Eve, at the counting office of Scrooge and his deceased partner, Jacob Marley. Ebenezer Scrooge is introduced as a lonely and miserly old man who lacks kindness, generosity and compassion for others. He balks at giving his overworked employee, Bob Cratchit, paid time off for Christmas Day. While it’s easy for the reader to see how unhealthy this culture might be to an organization, it is not readily apparent to Mr. Scrooge.

As the story unfolds, Scrooge receives visits from four ghosts – Jacob Marley, Christmas Past, Christmas Present and Christmas Future – who accompany him to various scenes from his life. In each scene, he is allowed to step back and observe his actions and the impact they have on others. Only after glimpsing a preview of his own woeful legacy and dark fate does Scrooge decide to transform his life, embracing kindness, generosity and compassion.

A few weeks ago, I wrote about the importance of delivering your brand promise to non-customers. In many ways, I was speaking about the relationship between your brand promise and your organizational culture. Organizations, for example, who claim to value and appreciate their customers must first value and appreciate their employees.  As Ebenezer Scrooge discovered, for those who may have lost sight of this reality, it’s never too late to change.  We simply need to step back and take a look at how our actions are impacting those around us. We then need to ask if they are consistent with the way in which we want others to perceive us.

Now take a step back. Think about your organization and its culture. How would you describe it? More importantly, how would your employees describe it? Is it consistent with your brand promise? If not, what actions can you take to change it in the new year?

The holidays are upon us and this season of goodwill is a wonderful opportunity for organizations of all types to make a difference in the communities they serve.

One of the best ways we can make a difference in the lives of others is to volunteer.  Volunteering with others in community service is a great way to build relationships, help the less fortunate and improve your reputation. It's an opportunity for organizations who say they care about a cause or group of people to put their words into actions. Giving back is not only a way to make a difference, it's a way to differentiate your brand. 

In her poem, "Life’s Mirror," Madeline Bridges speaks eloquently of this relationship between giving back and receiving when she writes, “Then give to the world the best you have, and the best will come back to you.”

Make this the holiday season where you give your very best.

For more thoughts on how organizations can serve others, please see:
• Reputation Management: Six Things Brands Can Learn from George Bailey
• Your Brand and the Community It Serves
• What the Boy Scouts Can Teach Your Business About Serving Others

Hope you can attend a great event next week -- "A panel of distinguished business leaders discuss doing business internationally and cultural competency as a strategic advantage."

Here's the text from the event:

Leverage Cultural Differences for Competitive Advantage!  Recognizing and leveraging cultural differences allows a company to be more successful and to gain a competitive advantage over those who do not.  To be successful a company must develop competencies that enable its workforce to move between various cultures and tailor their communications and problem solving skills in a way that is comfortable for each culture. 

How will your company win in markets that may be foreign to your business today but vital to its success tomorrow?  

Learn strategies to leverage cultural differences for competitive advantage from a distinguished roundtable of six business leaders.

Juanita Hardy of Tiger Management Consulting collaborated with The Ronald Reagan Building and International Trade Center to bring you a stellar morning event, "Winning in The Global Market: Six Leaders Discuss Bridging Cultural Gaps."

I met Juanita a while back and we became fast friends. I am sincerely looking forward to this event. As someone who has conducted business internationally, the panel will surely share ideas gleaned from years of working nationally and abroad.  The panel includes:

- Andrew Sherman, Partner, Jones Day International (Panel Moderator)
- Dr. Douglas Guthrie, Dean of the Business School for George Washington University and Professor of International Business and Management, Washington, DC
- Roger Lawrence, Corporate Vice President, McCormick & Company
- Ted Dean, Chair, AmCham China (American Chamber of Commerce in China), Beijing
- Desmond Fraser, President, American Certification Body Inc (ACB Inc)
- William Burrell, Director, US Commercial Services, US Department of Commerce

Email me if you are planning on attending and we can meet for coffee before/after.

When it comes to customer experience, sometimes the most unforgettable moments come from chance encounters. How your employees respond in that instant is often the difference between magic and mediocre.

Earlier this month, I was volunteering as a course marshal at the Girls on the Run® (GOTR®) 5K race in my community. GOTR® is an international organization whose “mission is to inspire girls to be joyful, healthy and confident using a fun, experience-based curriculum which creatively integrates running.” The program runs for several weeks and concludes with a celebratory 5K running event for each participant and their buddy runner.

As one of several volunteer course marshals, I was positioned at an intersection approximately one mile from the finish. My job was to help ensure the safety of the thousands of runners who would run by me that day, keeping them on course and cheering them on. All of that changed in an instant when one participant’s buddy runner, who was her mom, emerged from the sea of runners before me to tell me she was unable to finish the race. She asked if I could find another buddy runner who could finish the race with her young daughter, whose eyes began to tear up as I called for medical assistance.

Instantly, I knew what I had to do. I asked the runner and her mom if I could be her daughter’s buddy for the remainder of the race.  They both smiled. When we got to the finish line, her mom was there waiting for us. It was an emotional moment for them – her young daughter had just finished her first 5K race, after weeks of preparation and against what surely seemed an insurmountable obstacle moments earlier. It was, as she told me, an unforgettable moment.

To them and at that moment, even as a volunteer course marshal, I was the GOTR® brand. The experience I provided to them in their time of need – which was to go the extra mile on their behalf, literally – helped to turn a chance encounter into a magic moment.

Are your employees going the extra mile for your customers? Is your customer experience filled with magic moments?

Hope you can attend a great event next week -- "A panel of distinguished business leaders discuss doing business internationally and cultural competency as a strategic advantage."

Juanita Hardy of Tiger Management Consulting collaborated with The Ronald Reagan Building and International Trade Center to bring you a stellar morning event, "Winning in The Global Market: Six Leaders Discuss Bridging Cultural Gaps."

I met Juanita a while back and we became fast friends. I am sincerely looking forward to this event. As someone who has conducted business internationally, the panel will surely share ideas gleaned from years of working nationally and abroad.  The panel includes:

- Andrew Sherman, Partner, Jones Day International (Panel Moderator)
- Dr. Douglas Guthrie, Dean of the Business School for George Washington University and Professor of International Business and Management, Washington, DC
- Roger Lawrence, Corporate Vice President, McCormick & Company
- Ted Dean, Chair, AmCham China (American Chamber of Commerce in China), Beijing
- Desmond Fraser, President, American Certification Body Inc (ACB Inc)
- William Burrell, Director, US Commercial Services, US Department of Commerce

There is a discount for the first 15 people good through Nov 24.

Email me if you are planning on attending and we can meet for coffee before/after.

This is the time of year when Americans typically gather with families and friends to give thanks – for each other, for successes achieved and for challenges overcome. More than any other holiday, Thanksgiving is a time for reflecting on how the efforts of others have enriched our lives.

It’s a fitting time of year, then, to remind our employees just how much we appreciate and respect them – for making the commitment to be a part of our organization, the experience they bring to the table, the ideas they share and the efforts they make in support of our success.

When I was growing up, my dad would bring a turkey home from work every year. It was a simple and thoughtful gesture from his employer – a small factory in Connecticut – that acknowledged employees and their families for the sacrifices they had made in support of the company. And, yet, the impact of this gesture extended well beyond the dinner table on Thanksgiving day...to the factory floor on the following Monday and beyond, where it was rewarded with continuing company loyalty, higher productivity and an unwavering commitment to quality.

As your employees leave your workplace for the Thanksgiving holiday this week, remember to thank them. You don’t need a turkey to give thanks; all you need are two simple words spoken from the heart – “thank you.”   

Today I delivered my "Presenting with Confidence" workshop to a lively and engaging audience.

At the end of the presentation, Judith (name changed) came up to me and we chatted about a variety of subjects. Then she politely asked if she could make a suggestion. "Of course" I responded. She suggested moving the "Story of a Sign" video from the middle to the beginning. "It's very moving and powerful" (or something similar).

Internally I cringed. She was right. I whispered to her, "Can I tell you a secret? I needed a change. It's one of my all time favorites...I have been using that video as the start to more than 50 presentations...I wanted to do something different...for me."

Then she dropped the hammer on my toes. She smiled and said something to the effect, "isn't one of your messages, it's all about the audience?" I laughed out loud. Again, I knew she was right.

My learning lesson for today...listen to the audience.

Friday's presentation on the Capabilities Clinic WILL start with Story of a Sign! Thank you Judith for the much-needed and gentle kick in the ...

Join NBPCI and The Chief Storyteller for the Nov16th Compelling Capabilities Statement Clinic.

It is *Free* for registered attendees of the NBPCI Executive Breakfast Event with Teresa Lewis.

Please visit our other website page with all of the details. www.thechiefstoryteller.com/services/compelling-capability-statement

I'm a big fan of Dan Pink...While his article is about politics...it's really about words and messaging.

Here's the beginning:

This year’s presidential race has now come down to ten days and two people. But like many exercises in persuading, influencing, and otherwise moving others, it has also come down to two words – one for President Barack Obama, another for Governor Mitt Romney.

Which word prevails may determine which man takes the oath of office three months from now – and therein lies a lesson for your own work.

A few years ago, British advertising pioneer Maurice Saatchi conceived the idea of “one-word equity.” His notion was that today -- when all of us feel blasted by a daily fire hose of text, images, and ideas from our computers, phones, and social networks -- the only way to be heard is to push succinctness to it limit.

“What I am describing here is a new business model for marketing, appropriate to the digital age,” Saatchi wrote. “In this model, companies compete for global ownership of one word in the public mind.”

And what goes for companies goes equally for political candidates.

Dan continue discussing President Obama's word of "Forward" and Governor Romney's words of "Believe in America."

If you are a fan of words, content, meaning, and messaging, you'll enjoy Dan's musings.

Yahoo recently published an article, "Body Language Signs to Watch During the Debates." 

This particular paragraph sums it all up nicely:

"The mistakes the presidential candidates have made over the years are numerous. Poor body language has been a common blunder. As much as candidates focus on perfecting the substance of what they say before the cameras, a large number of Americans are really most interested to see how they say it," CNN contributor and history professor Julian Zelizer wrote for CNN.

The article goes in depth on various body language tendencies of both candidates. And the article ends with a brief discussion of six non verbal cues:

1. An itchy nose

2. Hands in pockets

3. Crossed arms

4. Touching the neck

5. Finger pointing

6. Frequent eye blinking

I downloaded the new Twitter app for iPad (and iPhone) last week.

As a brand manager, one of the newest features I am most excited about is the header photo users can now add to their profile. While allowing me to keep the profile image I’ve been using to brand myself across all of my social media platforms, Twitter has expanded the branding experience by providing me with the ability to display another image that appears consistently above my Tweets on Apple devices, mobile apps and twitter.com. In a word, this is awesome!

Now, when you encounter me on Twitter, the branding experience I provide is richer, more colorful and more memorable. Everything I do, say, write and show stems from my personal brand’s elevator statement – which is my Twitter bio.

As you view my Twitter profile, I hope you will perceive me as someone who is:
• A recognized leader in marketing and sales
• On the leading edge of social media and mobile communications technology
• Fit and active
• Passionate about the outdoors and who enjoys nature
• Not afraid to make a decision, take risks and explore new things

What kind of personal branding experience does your Twitter profile offer? Have you added a header photo to your profile yet?

For more insights on branding and social media, please see:
• Why Social Media Should Be Part of Your Marketing Communications
• 5 Insights on Marketing Your Brand in Social Media
• Is Your Brand Social?

How would you characterize the culture of your organization? Is it consistent with how you want your customers, members and other stakeholders to perceive your brand?

To help you consider these questions, let’s consider these conversation starters:
• How well can your employees articulate your core message (i.e., their succinct answer to “What do you do?”).
• Are your employees passionate about your business? Do they like coming to work each day?
• Is your organization one where you celebrate your employees? Do you recognize, value and appreciate them?
• Do you encourage your employees to take risks, innovate and try new things?
• Do your employees treat one another with courtesy, integrity and respect? Are your suppliers treated the same way?

Your answers to these questions help to describe your organizational culture. More importantly, they provide customers, members and other stakeholders with a window in which to preview their experience with your organization.

If I were to look through that window, what story is your organizational culture telling me? Is it one I would like to be a part of?

For other insights on organizational culture, please see:
• Employee Retention: People Leave Managers, Not Companies
• What Makes Your Company a “Best Place to Work?”
• Accelerate Growth and Innovation - Encourage a Culture of Risk-Taking

Last week, I wrote about the brand promise of a summer swim school, where the brand promise, or positioning statement, was “Teaching the confidence that inspires moments of triumph.” I also mentioned how important it was for the brand promise to be believable (i.e., the evidence you provide to your customers that you can deliver on your promise).

Before you make a brand promise, be sure you can identify at least 3 true and credible reasons to believe. Also called brand proof points, these reasons to believe should be based on fact and are a key element of the brand positioning statement.

Your reasons to believe can include a statement of quantifiable and verifiable results (e.g., "75% of our students go on to swim competitively in summer leagues"), effective images (e.g., photos of actual students competing in or winning events), evidence of past success (e.g., a display of trophies and awards earned by your instructors, as well as current and former students) or testimonials (e.g., “…gave me the confidence I needed to improve my time enough for a first place finish!”).  

Brands that do this well provide their customers with true and credible reasons to believe.  The proof points they provide are the basis for customer decisions regarding initial purchases and continued loyalty to a brand. On the other hand, brands who fail to provide such proof points are effectively providing their customers with…you guessed it…reasons to leave.

When it comes to marketing, there are many things our political leaders do well that can be applied to business. One of the best examples is how some of our political leaders establish a personal connection with their constituents.

My son and I were recently invited to have coffee with one of the U.S. Senators from our state.  Up until the moment we met, our impressions of him and the institution he was a part of were formed largely on the basis of what we heard, saw or read in print, online or on television/radio. Our perception, although favorable, was largely based on others’ opinions and potentially subject to future influence.

It was only after we had met and heard him speak were we able to develop a true sense of who he was and what he stood for. He told us about his background, why he had entered politics and what he hoped to accomplish. He asked us about our backgrounds and the things that brought us together. He introduced us to his staff and invited us to tour the place where he worked – the U.S. Capitol. It was an unscripted moment, a conversation between a politician and his constituents.

We left our meeting with a connection that was deeper and more personal than any we could have gained from reading a press release, watching an ad or listening to a debate or interview.  It’s a connection strong enough to ensure our continued loyalty, even in the next election.

Now think about your business and the way in which your CEO, CMO and other executives interact with their customers. Are they making an effort to build personal connections with their constituents or are they relying on customers to form their own perceptions of your brand by what they hear, see or read in print, online or on television/radio?

I've known Frans Johansson (author of The Medici Effect) for a number of years. His book is an excellent read in innovation and creativity (read my review here). I saw his Tweet and read it with great interest.

Frans idea of connecting with his readers, fans, clients, etc. is brilliant. I'm trying to figure out a way to do it myself and make it seem like it was my idea (smile). Here's Frans' blog post in its entirety.

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Over the past few years I’ve received many emails, tweets, and Facebook messages about the impact of The Medici Effect on people’s lives. I read each email, and I am truly touched by all of them. Now I want to be able to connect with you on a more regular basis.

Starting this week, I am kicking off what I’m calling “Intersections with Frans” — that is, you can schedule 20 minutes, first come first serve, to chat with me — via phone, Skype, or if you’re in New York City, in person at our office. Given my travel schedule, I’ll send out a note every Monday morning about my availability for the week.

The purpose of these calls is to simply connect. As you know, I strongly believe that the best ideas happen when people of diverse backgrounds and perspectives intersect. So, let’s “intersection hunt” together! We can talk about anything:

- A burning idea of yours
- Writing-
- Lord of the Rings
- The Medici Effect
- My upcoming book The Click Moment
- Why Twin Peaks is one of the greatest television shows of all time
- Intersectional Thinking
- Entrepreneurship
- Anything else you can really think of

I’ve been invited to participate in an Eagle Scout Court of Honor this weekend to help honor three young men from the Boy Scout Troop I used to serve.  I was told by one of the dads that, as one of their adult leaders, I had a significant influence on their Scouting careers.

While I may never know exactly how or to what degree I was able to influence these young men, I do know this kind of impact occurs only when an organization’s leaders make themselves accessible to those they serve – their “customers.” Leaders who engage their customers tend to know and understand them. This leads to closer relationships and, in turn, a higher customer retention rate and greater customer loyalty.

For me, it’s an honor to be called back to share in what is surely going to be a special day in the lives of my former “customers.” How well do your customers know you? Is it well enough to invite you back into their lives some day, even when your customer relationship with them is over? 

“No snowflake in an avalanche ever feels responsible.”
 ~ George Burns

I’m always fascinated by how people around me react when the unexpected happens, particularly when the outcome is less than desired. At home, in the community or on the job, the degree to which we assume responsibility for our actions and the resulting outcomes is often a sign of how strong a leader we are.

Consider these scenarios:
• You’ve borrowed a friend’s car and one of your passengers accidentally damages one of the seats.
• You commit to volunteering at an event and, because of heavy traffic, you show up late.
• You’re managing a project and one of your team members misses an important deadline.

Would you accept responsibility for any of these outcomes? Or would you blame the outcome on your passenger, the traffic or your team member?

Strong leaders take responsibility for their own actions and those of others under their supervision.  They accept responsibility for taking actions to mitigate the impact of outside events, like heavy traffic, on their outcomes. And they avoid deflecting blame on someone else.

Are you a strong leader? Or a snowflake in an avalanche?