Sunday, November 20, 2011

Be Sure to Get Your Lobster Stamp…

I love it when someone goes “above and beyond” during the normal course of business and makes me sit back and say “wow”. During a recent trip to Maine, I had one of those moments that I’d like to share.

On the cab ride from Portland to Freeport (the conference was held at the Harraseeket Inn), Dan from AB Cab, and I had a very enjoyable conversation and we chatted about the area. This was my first time to Maine (and unfortunately was not going to be able to spend much time there), but he talked about all the great things to do if I ever came back. Spending money at the L.L. Bean store would be top on my list (they’re open 24 hours, you know) as well as being able to enjoy some of the local seafood.

Well, speaking of seafood… when we arrived at the Inn, Dan wanted to make sure that I got my “Lobster Stamp” for my boarding pass on the return flight back home. Of course, I took the bait and asked “what’s a Lobster Stamp?” Dan went on to tell me that due to government regulation and environmental concerns, the local lobstermen were required to replace all their rope with special rope that sinks so as to not entangle other marine live. They also had to update all of their lobster traps and several other “requirements” that had made it very expensive to be in the lobster business.

“So, the state of Maine now makes it a requirement that any visitors to the state have to purchase a lobster during their trip to the state to help the lobstermen offset the additional costs that have been imposed on them,” he said. “When you order lobster, you’ll get a Lobster Stamp that you can put on your boarding pass – otherwise you’ll pay a $25 fee. So, you might as well get to enjoy some lobster since you’re going to have to pay one way or another.”

Of course, I knew he was joking and played along, but the story was a good one and made the cab ride from the airport that much more enjoyable. Plus, I now had an idea for my “opening remarks” the following morning during my session. In fact, when I checked in at the Inn, I told the story to the front desk and they all seemed to get a kick out of it (and thought it was a good idea, too).

The reason I was in Maine was to present for the Maine Bankers Association at their 2011 Emerging Leaders Conference. As is typically the case with my speaking topics, this session was focused on the ways to leverage “social strategies” to connect with customers and promote the bank. I started off telling the story of the Lobster Stamp to lighten the mood and the bankers all seemed to find humor in the good-natured ribbing of this Michigander.

I then started my presentation and shared the following video from Erik Qualman, the author of the book Socialnomics.


A key statistic that one of the bankers (kudos Katie!) picked up on after the video was done stated that 90% of people trust the opinions of their peers, while only 14% trust advertisements. A powerful statistic, considering if you look at the makeup of a typical operating budget, most banks (and I suspect businesses in general) spend a lot more of their time and money on advertising, yet it’ s becoming less relevant in today’s social world. Additionally, just a year ago the earlier version of this video had the numbers at 78%/14%.

As you can see, the power of the “crowd” is gaining importance, as we are increasingly more concerned about what others think about a business or service than what their advertisements say. This further demonstrates the power of “word of mouth” and why it’s important to get yourself “outside of the box” and do things that make people stand up and take notice. Create a WOW moment that people will want to talk about and play off the 90%.

This leads me to the point of my entire story… I went to checkout after my session was done and it started off as any usual checkout goes. “Room 304 please,” I said. “Thank you Mr. Cook, we hope you enjoyed your stay,” was the response – typical (and yes, I did, it was very nice). However, one of the other ladies chimed in and said, “Oh, you’re Mr. Cook, we have something for you…” and proceeded to hand me a postcard with – you guessed it – a picture of a Maine Lobster on the front!

On the back was a hand-written note that said: “Mr. Cook – This should fill the taxi qualifications for a lobster stamp. ☺ Hope you had a nice visit. Cheerfully, Kathy & front desk staff, Harraseeket Inn.” Not only was I literally “blown away” by this gesture, but I made a point of going back into the dining room where the rest of the bankers were finishing their lunch to share the fact that I indeed got a “Lobster Stamp” for my return trip home! I made a point of ensuring that my contact from the Maine Bankers Association also was aware of this “above-and-beyond” gesture so that she could mention it to management.

Kathy did something that all of us can learn a lesson from. She listened to my story when I checked in the prior evening and saw an opportunity to step outside of her box and do something that would cause me to say “wow”. As a result, I’m spending time telling you about my experience in this post and helping to fuel the 90% (what others say about your business). I can tell you that when (not if) I come back for a visit in the future, there’s no way I’m staying any place other than the Harraseeket Inn. I’m sure there are a lot of quaint and very nice places to stay at in the area. But, thanks to Kathy (and her front desk team), they created a loyal customer that’s willing to tell others about his experience. I just hope I get to come back again soon.

I challenge you to pay attention to what goes on during the general course of your business day. While you may think it’s the “same ‘ole, same ‘ole”, you might be surprised. Are your customers unknowingly leaving hints for you to pick up on to create a “wow” experience for them, like Kathy did for me? I challenge you to get out of your normal routine and force yourself to be more aware of what’s going on. You might be surprised. For the cost of a postcard, you too may have the ability to make someone’s day and tell their friends.

Embrace the 90%... (and don't forget your Lobster Stamp next time you're in Maine)!
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Monday, August 29, 2011

Solving Problems Remotely With Technology

Jing logoJing's "Magic Ball". Image via WikipediaOk, I'm a bad blogger... I know it's been "more than a while" since my last post and apologize for the lapse. The good news is that I've had a very busy summer, working on customer projects and traveling to present at conferences. As a business owner, keeping busy during these "challenging economic times" is a blessing and I'm grateful for the opportunities that I've had these past several months.

As I was contemplating what wisdom to share with my "return" blog post, I recently had an experience with a client that was having problems with their e-mail, which I was able to solve (remotely) thanks to a great free tool that I've talked about before... Jing. This program from the folks at TechSmith gives you the ability to capture screenshots and videos right from your desktop and quickly share them out to one person or many people with just a couple clicks of your mouse. Here's what happened...

As has been the case this summer, I was out of the office when one of my customers contacted me, stating they were having problems with their e-mail program. They were moving from POP to IMAP, while at the same time migrating from Outlook to Mozilla's Thunderbird mail client (the makers of Firefox). He had been working on this for almost an entire day, but was getting error messages when trying to send e-mail and was getting very frustrated (not only at the situation, but at the technology that WE were providing his business).

Step One - Download Thunderbird to Test
The first thing I did was to try and mimic what he was going through on my computer and I went out and downloaded the Thunderbird mail client and walked through the setup process while he was on the phone. This way I could "see what he sees" and since the program was free, no cost was involved. As his service provider, he was comfortable sharing his password with me so that I could log in "as him" and set up the system to check e-mail. There was one step that was overlooked, which we talked about, and then I was able to see all his mail and sent out some test messages. We made sure the settings were the same and viola! Problem solved... or so we thought.

Step Two - Sending Messages Does Not Work
About an hour later, he called me back and said that he was getting errors sending e-mail, and I could tell there was an increased level of frustration in his voice (understandably so). In order for me to see what was going on, I asked him to take some screenshots of the error messages and send them my way. At that time, I was away from the computer, but when I got back, was able to see the problem was in the authentication of the "outgoing mail server settings", which was keeping his mail from going out. I thought this was strange, because in the Thunderbird program that I installed, I didn't have any of these problems and did some further digging. That's when I opened up my Jing and was able to get to the bottom of this issue.

Step Three - Explore Further With Jing
Some of the Jing captures that I have saved on my computer,
ready to be shared with clients via Screencast.com.
I wasn't sure exactly what the problem was, but I knew one thing for sure... his mail settings were different than mine since the exact same program on my computer was working for me, but not at his end. So, I fired up Jing and turned on the video screen capture option. With the free version, you can capture up to five minutes of video from your screen, and that was going to be plenty.

So, with the video grabbing my actions, I went into the properties and settings, exploring all of the various options that could be chosen during the configuration process. The video was about three minutes in total and when done, I uploaded it to my Screencast.com account (a free account you get when you sign up for Jing that gives you the ability to share what you've captured easily). Once the upload of the video was done, I pasted the link into a message and sent it to him (since he was able to GET messages, just not send them).

Guess what! When he watched the video and walked through his Thunderbird settings he discovered (and I never would have thought to ask him to check this) another version of an outgoing mail server that was incorrectly set up the first time he tried installing the program. It seems this server configuration was conflicting with the "right" one and causing the problem with him sending e-mail. Once he removed this from the system, his e-mail worked like a champ. Thank you Jing!

This is an example of a screenshot capture of this blog post
showing how you can "mock up" the page, add callouts,
draw arrows and provide text description for different areas.
I continue to use Jing for lots of other things as well as troubleshooting problems like this. When we do website designs for customers, I'll use the screen grab feature to get a snapshot of the screen and then use the editing tools to draw boxes, arrows, add text and highlights to help explain what changes and modifications to make. They say a picture is worth a thousand words, but in this case Jing allows you to combine the picture and your words to tell the full story.

If you're not using Jing yet, what are you waiting for? This free program is a great tool to have on-hand and can be used for a variety of tasks. It's PC and Mac compatible and they also offer a paid version that does not limit the time of your videos for around $15. Once you give it a try, I have a feeling it will be one of your most favorite programs! What programs have you used in similar situations? I've love to hear your ideas and feedback.

Enjoy...
~Eric
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Wednesday, May 25, 2011

The Year of the Mobile Device - Are YOU Ready?

Image representing iPhone as depicted in Crunc...Image via CrunchBaseWith the mobile device being so popular these days, is it any wonder that it was predicted recently that it will be the #1 device for browsing the web by 2013? Think about it, you have a device that has more processing power than many of the computers we used just a few years ago, is always connected to the Internet thanks to the ever-expanding data coverage by the mobile carriers and their screens are making it even easier to browse and experience websites right from the palm of your hand. This does not even take into consideration the plethora of apps that can be downloaded to further enhance your "mobile experience" (regardless of whether you are using an iPhone, Android-based device or Blackberry).

But, one of the things that still confuses many of my customers and people I talk to at conferences is the jargon that is associated with this expanding niche. So, in an attempt to help provide some clarity to this topic, I'd like to provide some of the key terms that seem to be most important. I recently presented at a conference for the Virginia Bankers Association, and these were some of the questions the crowd asked, so here we go...


SMS - This stands for Short (or Simple) Message Service, but we all probably know this more as a good 'ole fashioned "text message". This is the plain text message that you can send from one mobile device to another and for any of you who have teenagers, probably one of the biggest numbers on your monthly cell phone bill!

MMS - Similar to MMS, this is a Multimedia Message Service and a way to take SMS and enhance it with the ability to send images and even video over the text feature of your mobile device.

Mobile Short Code - Mobile message marketing is hot right now and many businesses are starting to allow customers to opt-in to receive mobile messages with updates, special offers and alerts. Probably the most common use is on contest shows like American Idol where you can "text" in your vote. The number that you send the message to (like a phone number, but shorter) is the Short Code and typically assigned to you by whatever mobile marketing company you are using.

Mobile Keyword - The second component of a mobile marketing system is the actual Keyword that you send to the Short Code (mentioned above). This tells the mobile message system what you "want". The system will interpret the Short Code and Keyword and according to the settings in the mobile marketing system, will send you a reply, forward your message as an e-mail to someone at the business, add your mobile number to a group for future information or even automatically re-direct you to a website. It's a great way to engage and keep in touch with those that want to learn more about what you do.

QR Code - Have you ever seen one of these funky looking black and white square images in a magazine or newspaper. More businesses are starting to use these Quick Response codes that smart phones with cameras can scan and interpret. The QR code can automatically take you to a website, send a text message or even automatically enter contact information into your mobile phone's contacts (great for adding to a business card!). If your phone does not have a QR reader, simply hop over to your "marketplace" or "app store" and pick one up, then scan this code and see where it takes you!

Mobile Friendly Website - When you have a website that is "Mobile Friendly" that typically means that the code used to create your site will play nice with many of the popular mobile devices. Elements like the styles used (from your CSS file - Cascading Style Sheet) and limitations on Flash and other non-mobile friendly elements are taken into consideration. This helps to ensure that the elements on your site are able to be interpreted by a mobile device, but the down side is that you have created a much smaller version of your site that may be difficult to navigate and "click/touch" on the right links (especially if these links are text embedded in paragraph text on your site).

Mobile Formatted Website - So, what's the solution for a mobile friendly website that may be too complicated to effectively browse on a mobile device... how about a Mobile Formatted Website! When a site is formatted FOR mobile, there typically is code installed that will tell the site if it's being accessed by a mobile device. When this happens, you'll be automatically re-directed to a new version of your site that will typically feature only the important information that someone would likely need from a mobile device (such as hours, phone number, locations, general overview, etc...). Plus, on a Mobile Formatted Website, you'll typically see larger buttons and graphics, making it easier to browse with your finger. One of the sites that I use all the time (due to my travel) is Delta.com and if you visit that site on your phone, it's much different from browsing on your computer. And by the way... I can help with a Mobile Formatted Website if that's something you're interested in (shameless plug, I know, but I gotta pay the bills - *wink*).

What mobile terminology have you heard recently and wondered what that really means? Post your comments and thoughts and let me know. Just like social media, mobile devices are not going away and while it may create a little extra work, it's going to be important to allow your customers to easily connect with you, regardless of what type of device they are using.

~Eric


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Thursday, April 28, 2011

Pay It Forward - You Just Never Know When Someone Is Watching

Recently I was in Traverse City for the Michigan Bankers Association's BEST Conference and presented on the topic of Google Analytics and ways to measure the effectiveness of your online efforts. Those of you reading this who know me also know that I love to present and help folks learn new things to be more competitive online. The session went great, there were lots of excellent questions and I received several positive comments after I was done.

However, as much fun as it was presenting, one of the best things I love about conferences is the ability to catch up with old friends (and meet some new ones). It is the former that I want to focus on during this post, as I was able to re-connect with someone from my past "banking days" and he shared a story with me that actually gave me goosebumps. Here's what happened...

While putting the finishing touches on my session Friday morning after breakfast, a former vendor who had moved on shortly before I left banking about four years ago came up to say "hi". Bill said that he saw my name on the speakers list in the conference brochure and since he was going to be attending, wanted to make sure to connect and share a story with me. He's now working for a different company but still connected to the banking sector, so I'm glad that our paths were able to cross again.

Without too much of the back story, just after my second year at the Graduate School of Banking, one of my "banker buddies" returned home to Ohio only to discover his then five-year old daughter was diagnosed with Neuroblastoma, a rare form of cancer. Over her four-year long battle against the disease, I proudly assumed the role of "Christi's Webmaster" and the site we developed shared the story of this little girl's battle. While the intent was to keep friends and family members informed of what was going on, Christi's story spread across the Internet and surpassed a million visitors, forever changing the lives of those that read her amazing story. I encourage you to stop by the website and read the blog that Christi's mother still updates on a regular basis.

A "dirty" Eric after my first Lumberjack 100
Pedaling With a Purpose fundraiser effort.
During this journey with the Thomas Team (as they became known to all that followed the story), one of the things I took it upon myself to do was to raise money in support of the CNCF, the Children's Neuroblastoma Cancer Foundation. As a cyclist, I created Pedaling With a Purpose and started racing my bike and doing triathlons as a fundraiser and am proud to say that PWAP has been responsible for generating over $25,000 over the years, thanks to the generous support of friends, coworkers and Christi's online followers.

This all comes to the point of my story... Bill shared with me that Christi's story and my efforts were so inspiring to him that he decided to train for a marathon and raise money for a cause that he was passionate about, the Children's Miracle Network. He was successful in his race (telling me he was able to cross the finish line with his kids hand-in-hand), plus raised over $4,000 for this great cause. Not only did the charity get some much-needed financial support, but he used this as a learning experience for his children, as they knew their daddy was doing this for more than just himself. They saw him dedicating himself to not only training for the 26+ mile event, but raising money for a worthy cause to help children that he didn't even know.

Unfortunately Christi lost her battle against cancer and earned her wings on September 19, 2006. But in her short time with us here on Earth, Christi not only changed my life, but the lives of countless others that were impacted by her story and bravery. Bill told me that had he not read about my efforts to help Christi and been inspired by my actions, he never would have even thought of doing a marathon. I think of Bill not only getting in great shape for his event, but also the lessons he taught his children. I think of those that were in the crowd who may have been inspired seeing a father and his kids coming across the line together after such an amazing accomplishment. Nobody had a clue the reason he was there was thanks to a little girl who battled cancer so bravely and inspired him (just like me and countless others) to "do more".

One thing is for sure, we never really know when our actions will have an impact on others. If you're thinking about taking that next step and doing something that will go "above and beyond", I say go for it! While you certainly will end up a better person for it in the end, you just never know who will be watching and what they will do as a result of your efforts.
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Saturday, March 26, 2011

Triathlon Season Is Here... But For Businesses It Never Left

Recently I had the pleasure of welcoming Bernie Borges of Find and Convert to Free Webinar Wednesdays as our guest to talk about ways to leverage social networking to enhance job and career development. I've been a fan of Bernie's for a long time and have most of his podcasts downloaded to iTunes and have taken him on training runs/rides over the years in my iPod. So, as you can image, it was a joy to actually be able to talk "with" him during our webinar session and actually hear him talk back!

One thing that I thought was pretty ironic (and he had no idea when he put together his slides for the session) was that he made the comparison to how training for a triathlon was synonymous to the type of dedication one must undertake to be successful in taking charge of their career. He didn't pull any punches and this recommendation was front and center on slide #2 and helped to set the stage for the rest of his discussion. The triathlete in me couldn't wait to hear more!

Regardless of whether you are a self-employed entrepreneur, someone that has a job but is "looking" to make a change or completely happy with your employer - chances are you are always looking for ways to improve. This reminded me of my 70.3 mile triathlon that I did last year at Cedar Point with my good friend Shayne. Call it a mid-life crisis, but I figured turning 40 deserved a "big" event to celebrate, so I set my sights on a "half-iron" distance triathlon. Not only was the experience one I'll never forget, each of the points that Bernie shared in his session rang true with me both as a triathlete and as a business owner. So, while I may be paraphrasing Bernie's words a bit, here are some of the ways the discipline of training for a triathlon can help shape your success in business.

Set Written Goals
For my Cedar Point event, I knew based on prior shorter distance triathlons that I wanted to break 6 hours. That was my goal, I wrote it down and when I was training that number was front and center in my mind. But, to get to that goal, I had to create smaller, more realistic goals when I started training early in the season. In April I wasn't prepared to go out and break 6 hours for 70.3 miles, but each week worth of training had smaller goals that related to laps swam, miles run/rode, target heart rate, etc. These little steps led up to the bigger goal and I accomplished my goal and came across the line in September under my 6 hour goal!

I did this same thing when I decided to leave my job as a community banker and knew what sort of goals I needed to achieve to be successful running my own business. Just like my end goal of sub-6 hours for my triathlon, I have a desired goal for my business but to expect that to happen immediately after leaving my job at the bank (which I had for 15 years) was unrealistic. However, I have set goals that relate to sales, speaking engagements and other strategies that all lead up to my end goal of being a successful business. Good news is, that's working too!

Get a Coach
As someone that had spent their time mostly behind the bars of a bicycle (road or mountain), I knew that in order to be successful in a triathlon I'd need people to help me along the way. I had run in the past, but not very fast. And, as for swimming... we'll let's just say that I spent more time on my WaveRunner playing ON the water than exercising IN it. Fortunately a good friend of mine who is competing in the 2011 RAAM had done several triathlons (successfully), offered to give me some tips, which was great. Additionally, one of my customers (The Studio Path) in Kalamazoo also helped me put together a plan and get improve my running (and flexibility). I also had several others that offered assistance along the way, so you could say that I was fortunate to have several coaches for my event.

When I made the decision to leave my banking job, before making the announcement I reached out to a few successful business owners that I knew and also sought their advice. I considered them (and still do) my business coaches and their advice on what to do (and not to do) was invaluable in my transition from a steady paycheck to the world of entrepreneurship. In both cases, I was glad to have great coaches in my corner to help me along the way.

Accountability Partner
They say "misery loves company". While I don't want to give you the impression that my event was (all) misery, the reality is that you can easily get off track and lose focus when training for an event like a 70.3 mile triathlon. That's why I'm so glad that I had my good friend Shayne to help me along the way. While he lives in Ohio and I'm here in Michigan, it's easy to keep in touch and share successes along the way to keep motivated. I'm not sure about him, but I can say it would have been much more difficult to remain dedicated to the event had I been doing it alone and not had him right there with me (in spirit) knowing that both of us would be lining up at the starting line together. Find someone that will keep you motivated to "train" with and that will make a world of difference.

That goes for business too. Many times in the start of my business I had moments of "panic" wondering if I did the right thing. The good news was I had a close friend that quickly joined me in the self-employed world and we leaned on each other quite a bit. I considered him (and still do) my business training partner and today Jeff and I get to work together every week on Free Webinar Wednesdays and talk quite often, sharing successes and keeping each other motivated.

Join Clubs
Surrounding yourself with people of like interests and motivation can make a big difference in your ability to keep going, even when there are times when you think about quitting. I ride for Team Active Racing out of Battle Creek and my teammates are great at keeping me motivated, and many also will go out and run with me as well. You learn things from others (and can also share what you know), which makes for a great "community" type experience and being part of something "bigger" is also a pretty cool feeling.

When it comes to business, I also have relied on several "clubs" along the way. I'm a proud supporter of my local Chamber of Commerce, belonged to BNI for networking early on in my efforts and also belong to the two state banking associations in Michigan since that's where a lot of  my customers (and potential customers) are. There are many others as well, but each of them provides me with opportunities to learn and share information, making both sides of the relationship better in the long run.

Develop a Routine
Every Wednesday in the summer at 6:30 I'm rolling out with 15 or more other cyclists on our group ride from Team Active in Battle Creek. Tuesdays and Thursdays were run nights and the weekend involved at least one swim and either a long ride or run. Of course, there were other workouts that I worked in as time permitted, but there were some non-negotiable items on my calendar that I committed myself to. This was my routine and having one in place helped me keep other items in priority and not interfering with my training efforts (because that was a priority). I can tell you from experience that if you just try to "wing it" you will get distracted and will never get as much done as if you follow a routine. Believe me, that was one of the big reasons I finished under 6 hours (because I made the time to make it happen).

That same can be said for business, especially when you are running your own business. That dreaded ADD (and some would say that I suffer from HD-ADD, "high definition attention deficit disorder") will kick in faster than you think if you don't have some sort of a routine that you follow on a regular basis. I have to give my wife full credit here (and commend her patience with me). She "retired" from a very successful 20+ year career in sales to help grow the business and one of the reasons that she was so successful is because of the routines that she created for herself in the process. She knew when to make sales calls, when to work on proposals, when to work on projects, etc... I have to admit, it makes me a bit jealous that she's able to stay so focused on things, but taking her advice I've been able to create my own routine that has helped to keep me on track. Granted, when she reads this (love you, honey), she'll probably be rolling her eyes, but the fact is that a routine is very important to keeping you on track and making sure that the important things get done.

Work on Your Technique
I mentioned earlier that I didn't have much experience with swimming, so I knew that was going to be the biggest area to improve upon. Not only is good technique helpful to being efficient in the water, the reality is that you can actually drown if you do it really poorly. With either running or cycling you can stop, your feet are on the ground and you're safe. In the water, that's not always an option, so it may be an over dramatization to say it's a matter of "life and death", but you get the picture. It took me time to get comfortable with the stoke, pulling through the water, kicking, breathing, how to hold my head, rotating my hips, etc... You can see, there's a lot to it and at first I was terrible. Someone watching me probably wondered what all the splashing was about, but over time practicing all of these elements helped. But, the important part to note here is that I didn't try to master all of them at the same time. There would be days in the pool when I'd just focus on my stroke and hand position in the water. Other days would be devoted to my kick and using my legs or maybe breathing on the left side (I'm a right-side breather). But, it was important to get comfortable with one element and then move on, otherwise you'll get frustrated and give up.

When you own your own business there are a LOT of things that you are now responsible for doing yourself. The first year while my wife was still working for someone else, I did it all. That meant sales, project work, marketing, accounting, billing, accounts receivable, etc... There were things that I didn't do very well (just like swimming). I loved sales and talking to people (just like I loved cycling), plus I was good at it. However I had to focus on some of the items that made me uncomfortable or I was not going to be a very good business person. That meant I had to get better at the accounting and paperwork or, just like in a triathlon, I was going to sink to the bottom of the lake. Not good! So, practice your technique in all your disciplines and you'll be better for it in the long run.

The logo used by Apple to represent PodcastingImage via WikipediaFind Educational Resources
In addition to my coaches, teammates and training partner, I also checked online for tips and information about triathlons that would make me better. I found great information about swimming workouts, tips for a faster transition and other helpful information that made me better. With the Internet there's really no excuse for not taking the time to research your chosen area of focus and learning more. It's right there, just go get it!

I regularly use RSS feeds to blogs, newsletters, podcasts and webinars to consume information about my industry. A someone that deals with the Internet, things move quickly (sometimes almost too quickly), so it's important to have ways to stay educated and keep informed with what's new. One of the best tools that I have for this now is my iPad, which makes it possible to take volumes of information with you, wherever you are. As someone that spends a bit of time on planes traveling to speaking engagements, the iPad (and other iPod devices) make it easy to read, listen and watch helpful information at any time. I've got an RSS reader on my mobile phone, so even standing in line at the grocery store I can quickly catch up on my articles and you just never know when you'll be learning about the next big thing that will help you with your next customer or land the next deal.

Make a Commitment
As Nike says "Just Do It!" Sounds simple, but executing this strategy is tougher than you think. One of the tricks that I discovered years ago was making my end goal more than just about "me". For example, I've been doing events like this to help raise money to fight child cancer, so not only do I want to complete the event personally, but I've likely had people support me with their donation(s) over the year and know that I owe it to them to also finish what I've started. I started using Endomondo, a feature on my mobile phone that tracks and then publishes my workouts to Facebook, to further help increase the "peer pressure" and keep people informed of my training efforts. The encouragement I get from others when that 30-mile ride goes out to my friends on Facebook is a great way to keep me committed to my goal of not only completing the event, but raising money for a great cause in the process. I'm proud to say that I've helped to raise over $20,000 over the past several years and completed some great events in the process!

When I left my job in banking, I knew that too was a big commitment to myself and my family (I've got a wife and two doggies counting on me!). "Failure is not an option" was one of the sayings that kept playing in the back of my head and I knew I was going to do whatever it took to make it happen. There are days when I'm up to 3 am working on things for my customers, but if that's what it takes then I've decided that's the commitment I must make. I've built a great group of people around me that provide the support I need to stay motivated and have been able to embrace all of the elements listed above to help further increase my chances of success. I've found that the more you are doing right, the easier it is to stay committed to your goal(s). If you're having problems, chances are there may be opportunities to improve in one of the key "triathlon tactics" above.

So, what do you think? Ready to go out and sign up for a triathlon yet? Ok, maybe not... but what do you want to accomplish today, this week, this month, this year or even in your lifetime? Following these "triathlon" principles certainly can't hurt your efforts! Good luck with your training...

~Eric
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Saturday, March 05, 2011

Privacy, Authenticity, Objectivity and Being "Real" Online...

Internet PrivacyImage by o5com via FlickrThe topic of online privacy has got a lot of attention in recent months and as a former community banker, the issue of privacy is something that I've always taken very seriously. Not only was I obligated as a banker from a regulatory and legal perspective to protect my customers' privacy, at a higher level it's just the "right thing" to do. We never sold our customer information to third parties for profit (unlike others), not because we didn't want the money, but because I believed doing so would be in direct violation of the trust they placed in me as their banker.

However, if you can voluntarily "give up" some of your information in exchange for a more customized and personalized online experience... would that be such a bad thing? It's already happening when you go on Facebook, as marketers can leverage the information YOU are providing. The ads that appear are not "coincidence", they are directly targeted at YOU based on information in your profile, what you're posting on your wall, who you are associated with, etc. While the companies behind the ads may not know my actual name, they do know that I...
  • Am a college graduate (a couple of times over) and hail from historic Marshall, MI
  • Love to bicycle and compete in triathlons
  • Am someone that is interested in online marketing and all things digital
  • Have two awesome golden retrievers
  • Enjoy public speaking and teaching others about social tech
So, when I'm on Facebook I see ads for things like bicycles, fitness supplements, online marketing information, etc. You get the picture. But I've decided to be authentic in my information (I'm not telling the world that I'm a rocket scientist or interested in climbing Mt. Everest - even if that may be more exciting), which means that information and marketing messages are relevant. There's an interesting cartoon (from The New Yorker) where you have two dogs sitting at a computer and the one at the keyboard says to the other, "On the Internet nobody knows you're a dog." While the lure of anonymity may have been initially attractive to some, I propose you really have to be genuine and real to get the most out of this new, online social world.

Most everything that I put out on the 'net is not filtered or directed to a particular group or segment of my social graph. I know in Facebook you can set up groups and segment friends that may be more "business" related so you can restrict what they can (and cannot see). I also have several platforms that I use, and each has a bit different feel (Facebook, LinkedIn and Twitter, for example). But, in most cases what goes out, just goes out and I'm not really that concerned about who reads it. Like it or not, this is "Eric Cook" and sooner or later people will figure me out.

For example, if someone is a "cat person" and I'm a "dog person" and that's going to cause a problem down the road, isn't it best to know that sooner than later and we both can go on our merry way? Granted, that may be a bit extreme, but you get the idea. So, are you being as "real" as you can online, or are you holding something back? I'm interested in your thoughts...

~Eric


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Wednesday, February 23, 2011

Online Reputation Management - This Isn't High School Any Longer...

Remember in high school when all you cared about was what other people thought about you? You wanted to make sure you wore the right clothes, had the right shoes, hung out with the right crowd, etc... Back then it seemed like what other people thought about you was the most important thing in the world.

Fast forward to present day. You’re a business owner (or at least someone that’s responsible to a certain degree in your business’ success). Are the opinions of others as important today as they were back in high school? While your clothing choices are not as big of a deal as they once were, I’m going to say YES, and probably even more so thanks to the Internet.

If someone wants to talk about your business and has an “ax to grind”, the power of the Internet gives even the smallest customer a global voice and s/he can have a significant impact, especially if you're not aware of what's being said about you online. This is much more powerful than back in high school when the worst that could happen is the gossip makes it to the lunch room. No, what's said goes everywhere and lasts forever.

So, what are YOU doing to either help ensure that your happy customers have a voice and can get the word out to the rest of the world? Or, and maybe more importantly, what are you doing to monitor what’s being said about your business (good or bad)? You may not be able to get rid of any bad reviews, but you CAN help to ensure that your happy customers know how to post a review and hopefully you can get more good than bad ones online (no, you can't "ask for good reivews", but you can make it easier for them).

Customer LobbyImage via WikipediaI’ve talked before about one of WSI’s newest partners, Customer Lobby, when it comes to managing customer testimonials and reputation management. The service provides businesses an opportunity to help their customers share thoughts and testimonials. Because the reviews exist on a third party site, the credibility goes up and is easy to share and show off. But one of the great thing that I like about Customer Lobby is it makes the review process quick and easy for your customers. As an example, you can check out my Customer Lobby page and see some of my reviews.

While sites like Customer Lobby will help you ensure that reviews are getting created, there are also some sites out there businesses can use to help keep an eye on what’s being said already, both good and bad.
Image representing Google Alerts as depicted i...Image via CrunchBase 
The first is Google Alerts, which scours the web and Googles indexing for key phrases and search terms that you pick. The system can send you updates on several different intervals and is a great way to keep track of your business, your competition, key employees, your market trends, etc…

Another tool similar to Google Alerts is Social Mention. While you can also check for many of the similar types of phrases (such as your own business, competition, etc…), this service tends to search more in the social sphere and looks into blogs, social media sites and related “non-traditional” web properties.

Finally, one tool that I like to use is good ‘ole Twitter Search. While many people discount Twitter because they feel they just don’t have time to keep up with the quick pace of posting by many, the real-time information stream of Twitter can provide you with an instant look at what’s being talked about online.

I suggest you hop over to any of these sites and put in some of your keywords to see what comes back. Try your business name, industry trends, major competitors and even your personal name. You may need to play with some of the search techniques to "tweak" your results and consider using things like quotes around words you want together and you can use the plus sign to add other terms.

For example searching for eric cook will bring back results that have eric or cook in the results. But when searched as "eric cook" you get those two words next to one another, and the results are much more fine-tuned. Add "eric cook" + wsi and you get any search with my name and my company in the search result. These are much more focused and can really help you get some meaningful results in your search efforts.

By no means is this an exhaustive list of ways to help manage your reputation online. But hopefully a few of these items have piqued your interest in learning more about how to position yourself to better know what’s being said about you and your business online. If you’ve got other tools you’ve used to manage the online chatter about your business let me know. I’d love to hear what you have to say about this. And, if you need some help just give me a ring (269-841-5007) and I'd be happy to help.
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