Author, Speaker, Consultant: Ideas on Creating Profitable Customer Relationships

Self-Reliance, Emerson Style

Tuesday, October 20th, 2009

Steve took inspiration from the great transcendentalist Ralph Waldo Emerson for today’s newsletter, Invent Your Future- Now.

Here’s an excerpt:

Circumstance affects our results, but we cannot let a blame of circumstance distract us from what we need to do. On the contrary, circumstance should inform what we do. Look out the window at the outside world, and study closely what is happening. Then, turn and look in the mirror and say to yourself, “Ok, now it’s time for action.”

Steve advocates we take charge of our futures and invent them (now!). So, what are you waiting for? Read the newsletter, and Invent Your Future- Now.

Measurement Follies

Saturday, September 26th, 2009

Please have a look at my latest post on tompeters.com, The Follies of Marketing Measurement.” There are already a number of thoughtful comments. (Which usually happens at tompeters.com … great community)

The post focuses on the myopia inherent when an executive says, “If you can’t measure it, it’s not worth doing.”  What BS.  There are many things that can’t be measured directly that are worth doing.

Here’s a paragraph I left out of the tompeters.com version of the post … it was a long post, and I thought this idea was more appropriate on my site:

As usual, the marketing world is somewhere between 150 and 200 years behind other areas of intellectual thought.  The 19th century transcendentalist movement, so closely aligned with thinkers such as Ralph Waldo Emerson and Henry David Thoreau, was a direct reaction against materialist thinking.  By “materialism” I don’t mean Valley Girl let’s-buy-Prada materialism. I refer to the idea that all of our knowledge must come from what we experience in the material world.  Transcendentalism recognized that our minds have the ability to go beyond, or transcend, the realm of our direct experience, and that it is possible for a thinking person to determine things that fall beyond the reach of the five senses.

Leaving out that paragraph forced me to edit the last lines.  Here are the originals:

Don’t let your boss get away with being a myopic materialist.  Transcend the mundane measures, and create real ROI.

The late 20th century brought with it a surge in materialist thinking … we became so arrogant of our ability to understand how the world works, this time trusting not only our five senses but the technological tools that we developed to aid those senses.  Maybe one of the good things that will come from this economic meltdown, not predicted by the materialist financial analysts and their models, will be less blind trust in empiricism, and more trust in the human mind’s ability to infer.  (Interestingly, so many of the stories I’ve heard of people who predicted this economic mayhem are not about spreadsheet-prognoses, but about people “transcending” the hard data and using their intuition to sense trouble.)

Use the numbers. Dissect them.  Disaggregate them. Look at them from many angles. Understand them.  And then, look past the numbers and make the right decision.

“Believe in magnetism, not in needles”

Thursday, September 3rd, 2009

This quote, by Ralph Waldo Emerson, captures why many businesses are missing the marketing potential of social media. Similar to the early days of Internet marketing in the mid-90’s, these businesses are focused on the technology and software (the “needles”), and not on the underlying reasons the needles move.  A focus on technology and software applications leads many business people to see social media as just another channel of mass media, through which their mass marketing messages can travel. This is what causes businesses to claim “We’re on Facebook!” when their social media marketing is just seen as another way to “get the word out.”  (See this earlier post I wrote on tompeters.com, along with the rich comments from the tompeters.com community.)

Emerson’s quotation is actually a perfect metaphor for social media, since the “magnetism” that we should focus on is found in the social connections and relationships that you can nurture and facilitate with social media.

It’s easier to believe in magnetism, and not in needles, if you focus on a few key points that differentiate social media from mass marketing:

•    Mass marketing is one-to-many.  Social media is about facilitating community.
•    Mass marketing is about “getting the word out.”  Social media is about nurturing conversations.
•    Mass marketing is about creating a transaction.  Social media is about strengthening connections.

Community, conversation and connections.  This is the magnetism.

books

Steve’s Books

"When Steve Yastrow writes, I pay close attention"
- Tom Peters

"I had to buy two copies. The first one is so dog-eared and underlined I couldn't read it any longer."
- Seth Godin

Steve is the author of Brand Harmony and the newly published We: The Ideal Customer Relationship. Learn more and order direct from our Products page, or from Amazon.

About Steve Yastrow and Yastrow & Company

In addition to writing, I spend most of my work time helping companies unleash their potential by creating better connections with their customers. This happens through my speaking events and through Yastrow & Company consulting engagements, where my team and I help companies figure out who they intend to be in the future, and then engage the entire company in creating that future through strong "We" customer relationships.

Before starting Yastrow & Company in the mid-90s I was vice-president of resort marketing for Hyatt Hotels. My experiences in the hotel business showed me clearly that most marketing doesn’t happen in the marketing department. Customers are paying attention to all interactions with a company, not just the promises made in traditional "marketing communications."

For more information, see our About page.