cleanse

The sea cleanses me with its noise and lays a rhythm upon everything in me that is disturbed and confused.

[ via Rainer Maria Rilke ]

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How ego saved the world one game at a time

Like any reasonable thinking human, the topic of most interest to me is myself. But, I guess it is that understanding of my own ego that makes all of this “being human” think work? With that in mind, I will redirect my attention towards my own little obsession with understanding others focus on themselves. Which describes my my new found interest in studying influence, motivation, and whatever that other fancy word is for “what makes people do the things they do.” I am currently naive enough to believe the way to change the world, and make it a better place, is to master the art and science of influence.

This is why gaming theory is so interesting to me right now. For better or worse, social gaming has discovered a way to drive people to do things that are not necessarily in their best interest (a.k.a. give someone else money for no tangible ROI) i.e. spend $3 on a “flower” that is nothing more than 2k bits of completely un-unique data.

What if some of the lessons learned by these companies could be applied to social-change and make the world a better place? What if we could derive ways to inspire people to do something else that is not necessarily in their best interest (a.k.a. give someone else money for no tangible ROI) i.e. spend $3 towards the drilling of a water well that potentially saves more than 2k lives.

Fortunately, a lot of the research has already been paid for by the entertainment industry. So, my real task will be discovering a way to get them do do something that is not in their best interest. I guess it is time to go back to studying ego.

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Tweets inspired by morning sessions at DreamForce

I would love to come back to these tweets and dig in a little further under the surface. But, I wanted to at least quickly capture some of the thoughts inspired by this morning’s sessions at DreamForce. (The #’s link out to the original tweet.)

Do you have a visual, defined, roadmap for customer success that you use internally AND share with your customers? #

Learning how Starbucks implements Salesforce products to build customer community. Incl. mystarbucksidea.com #

Community Building Goals: 1 communicate value 2 build internal support (culture) 3 Engage ALL users. Also, understand purpose of new ideas. #

Types of Customer generated Ideas: Top, First, New, Sleeper, or Validates (an internal assumption). Name and treat accordingly. #

Healthy communities increase customer loyalty, attract quality prospective customers, and acceleratecompany learning (transform us) #

“OMG! If we create customer communities, we might have to listen to them, and have a conversation.” FastForward: We got richer. #

You probably don’t have ONE community. Build in neighborhoods. #

Visionary leadership essential to transition into community engagement. Business value (though likely) cannot be proved up front. #

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Sustainable Community – Over Eager Greeter

Ricardo Nunez made a comment in a previous post, that got me thinking about the transition from “engage and help everybody” to “the community maintaining itself”? A noble goal for cultivating a community. Though, like infinity, it is a goal you can never really reach. But, I wanted to share a few observations I’ve made that help move communities in that direction.

Part 1: Over Eager Greeter
Nov 18, 2009This one took me quite some time to recognize. My own excitement about greeting new members the second they joined the community (most services have the option to shoot off an email when there is a new member) meant that other members of the community didn’t get the chance. Obviously they could have gone up to greet people as well. But 8 (or 8000) “hi, welcome to x, let me know if you have any questions” would be awkward. and overbearing.

Related to this, some people just want to check out a new community. Maybe they don’t feel like they have *joined* anything yet, so pouncing on them the minute they “walk in the door” can throw them off guard and cause them to raise their defenses.

I don’t believe there is a magic number (i.e. 1 day or 386 minutes) of how long to wait before greeting new members. All communities have different cultures and purposes. Some have hundreds of messages/notifications per day. Some only meet once a month. Etc.

With each community (you probably have more than one in each organization) I try to figure out how much time someone might need to get a feel for the place, as well as the average time it takes for members the seize their opportunity to say hello first. Finally, I write the numbers down, and ask a few members if those numbers make sense. With that information in hand, I have a decent guideline for how long to wait before extending my own greeting.

photo credit: Photo Denbow

coming soon:
Part 2: Helping Should be Easy
Part 3: Make it Safe

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Abundance greater than Scarcity

Charitable Giving by Household Income, based on IRS data:

Income Class Entrepreneurs Non-Entrepreneurs
$65,480+

$37,381-$65,480

$21,661-$37,380

$10,661-$21,660

$0-$10,660

3.23%

3.47%

3.29%

2.25%

1.55%

2.42%

1.84%

1.14%

0.74%

0.35%

Average 2.53% 1.27%

Most people only understand scarcity.

Entrepreneurs understand abundance.

[ via Perry Marshall ]

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Lifetime Customer Value

Yeah, so, I’m a geek, and this is hawt.

<network>
<item object=”connection”>269</item>
<item object=”density”>0.101</item>
<item object=”betweenness”>0.225</item>
<item object=”closeness”>0.700</item>
</network>

Someday, remind me to talk to you more about my obsession with Lifetime Customer Value (LCV). And if you are a geek and want to get a head start, check out userlabor.org and portable contacts.

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Apparently 1 small step is better than 0 huge steps

Profound huh?

Of course it isn’t. That’s just simple math, or physics, or something. Whatever it is, it isn’t deep. But, I needed to say it out loud to myself.

I’ve been sitting on a blog post for 3 days now, because I’m trying to say too much. It has three parts, and each part has 3 main points and a follow up question with a chart. Well, not really, but it feels like that is what it is becoming. It also feels likes something I want to avoid. Which is sad, because when I wrote down the draft title, I couldn’t wait to write it.

Time to split that post into three smaller ones. Did I mention I’m addicted to iteration?

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Apparently today is oh-geeze-i-cracks-myself-up day

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twitter lists: discovering connections where they might otherwise go unknown

Just discovered another reason why lists are awesome:

@brianshaler/favorite-sf-peeps

I love Brian Shaler. He is a creative with tenacity. (A great combination, by the way.) And, if he likes someone, then that is reason enough for me to want to know them. Thanks to this list, I just realized there are five people I want to meet (and one I would love to know better).

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books on community

Brainstorming titles of books on community with @communitygirl:

  • “Community: All is Fair in Love and War”
  • “Community: These People Kill Me”
  • “Community: Love Scales”

[ via tweeeet ]

Community: All is Fair in Love and War
Community is not all peaches and ponies. It is hard work and messy and beautiful and creative and draining. People are mean. And people are inspiring. The only thing harder about dealing with a person, is to deal with a lot of persons. But, but, but, it is always worth the journey. So, how can we learn the rules of love AND the rules of war and bring a whole group of people along for the ride.

Community: These People Kill Me
Cultivating a community a lot of work. The kind of work that can kill you. No, seriously, stress causes heart attacks. Heart attacks kill people. On the other end, there are so many (SOOOOO many) stories that come out of community life. Heartbreaking, wonderful, beautiful things, that only surface when people crash into one another around things they love, or hate, or are passionate about. (Or, are bored.) Interesting how the same people who make you want to die, can also make you laugh so hard it feels like you are dying.

Community: Love Scales
So many things related to the business of interacting with customers do not scale. Every company, at some point has so many customers that they simply can no longer engage with them on a one-to-one level. This is sad. This is also life. When companies and organizations learn how to cultivate a community of customers (or communities of customer groups) they give birth to something that can scale. Make it easy for your customers to love you, and then they might fight for the chance to do your marketing, pr, customer service, evangelism, and sales FOR YOU.

What would you title your book on community?

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