Sunday, February 22, 2009

A moment to reflect


This past week I visited a client in New York City. They are located in lower Manhattan, and as I looked them up on Google Maps, I noted in passing that they seemed to be very close to the World Trade Center site.
Fortunately, I was able to book a room at the Embassy Suites, which happens to be across the street from the clients’ office.
I flew in Tuesday afternoon, and by the time I got settled into the hotel, it was past dinner time. I found a quiet restaurant in an indoor mall near the hotel, which turned out to be attached to the client’s complex.
The next day, I had a few hours to kill before the meeting, so I wandered further into the mall, stopping at the different shops, got a coffee, and basically loitered, with little to do before my meeting.
I found a group of metal benches in an open area. As I sat there, my mind occupied with all the details of the meeting to come, I failed to notice the series of steps that lead up and away from the area. These steps were capped by a series of floor to ceiling windows, in a sweeping arch. As I was going through the coming meeting in my mind, I began to realise that the area beyond the windows was clear of buildings; unlike the rest of Manhattan, and indeed New York itself, there were not buildings packed beside each other, competing for space and attention.
I slowly walked up to the windows, and had a sweeping view of the trade center site.


While it has long since been cleared and is now being rebuilt, the scene is eerily sober. I clearly felt a spirit that I can’t describe; it was both calming and sad.
As I quietly walked to the meeting, I was filled with a sense of the enormity of the situation. This was the site of that horrific day, 8 years ago, that played again and again in the media, and is emblazoned in our collective memories. Being that close to the location has brought a whole new level of awareness to me.
One more thing; the client’s building is actually called World Trade Centre Building 3. I was advised that due to the proximity to the site, security is very tight. To get to the client’s office, I was photographed, and had to clear 3 checkpoints, including a metal scanner. I can only imagine what it is like to go to work every day with this as regular procedure.

Tuesday, February 10, 2009

New Peeps, New Challenges

I recently have taken on a new position at R6, where I'm directing the team that manages our relationships with corporate and non profit customers.

This job will be all about gaining a deep level of understanding of the unique needs and challenges faced by each customer. We need to continue to impress and support our customers long after they have choosen to go with us.

I'll be speaking about this in future blogs, but it is an exciting time to be part of a leader in such a growing industry

Sunday, January 4, 2009

This Ain't Your Older Brothers' Internet


The title of this entry is borrowed from a line that Gary Vaynerchuk used during a keynote speech I listened to back in October.
Gary was referring to the speed of change in how the internet is evolving; in essence, he says that the internet is a completely different place than it was a few short years ago.
As we move into 2009, I believe that companies who thrive in these difficult times will come to understand this.
Not so long ago, it was sufficient for companies to use the net as a one way means of gathering and/or delivering information.
Companies set up websites as a means of delivering information that they wanted their prospective customers to see. Not unlike traditional media, it was designed to put their best foot forward, while not offering much in the way of entry points for customers.
Eventually, many companies offer POS platforms on their sites, and customer service portals. However, these were methods that were designed to control the customer experience; a concept fundamentally in direct contrast to what the average internet user wants.
Currently, there are many companies that use the net as means of business development; Lead Generation is a common application of this idea. It involves using applications, tools and services to find potential new customers.
All of these uses of the net were fine until recently; now customers demand a level of engagement and transparency unheard of in business.
If I could encapsulate a few ideas, it would be these:
- View the internet as a means to communicate with customers; this means listening to what people are saying about you, and responding in kind.
- People want to know what you are about before they engage in your product or service. Get engaged in social media tools to let people know what you are all about. Facebook, My Space, Twitter, Linked-In are great places to participate.
- If you company doesn’t have a blog, start one now!- In 2009, not having a blog would be like not having an email address 10 years ago (A quick aside; I worked for a company in the mid 90’s that didn’t think we needed email addresses. Our competition ate our lunch!). Make sure it is updated regularly.
- Don’t see every conversation as an immediate opportunity to pitch your wares. Get to know a person first; let them know a bit about you. The old sales adage is truer today than ever: People buy from people they know.
- Be sincere and honest; the speed of word of mouth on the internet can work just as fast against you as with you.

2009 will be a year when the best and brightest will continue to thrive. Hope to see you there!