Enlightened Conflict

thought viruses & future librarians

October 19th, 2017

 

thoughts people stand up i will be defined

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“I call it a thought virus, because really what they want to do is they just want to replicate their way of thinking to other people.”

 

—-

Len Pozner

 

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Definition of a thought virus:

 

 “majority illusion, where many people appear to believe something ….which makes that thing more credible.”

 

—–

Clayton A. Davis at Indiana University

 

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“Nature has planted in our minds an insatiable longing to see the truth.”

 

 Cicero

 

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    “Book store owners and record store owners used to be oracles, in that way; you’d go in this dusty old place and they might point you toward something that would change your life.

All that’s gone.”

 

———-

Tom Waits

 

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trust learn unlearn information literacy thoughts librariansBoy oh boy.

 

If there is one insatiable desire the entire 7 billion people on this earth of ours shares, it would be for truth.

 

Let’s just say … from that point on it is all downhill for truth.

 

Let me tell you what I am going to tell you.

 

There is an enemy in this story — the thought virus.

 

There is an unexpected doctor in this story — the future librarian.

 

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“This is the look of the truth: layered and elusive.”

—-

Anne Carson

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That said.

 

I have written dozens of times about the challenges Truth faces in today’s world.

 

I have also written several times, in rebuttal to the overall dismay & despair & hand wringing of the older generations, that I believe the younger generations will solve this. They will solve it because they will find a lack of truth certainty untenable and … well … do what generations do – innovate a solution to an existing issue.

 

The issue, to me, is fairly simple to articulate <and I don’t think I am the sharpest knife in the drawer>. To articulate it I go to the 80/20 rule.

 

truth certainty doubt past present

 

 

In the past we were presented with a fact, or a truth <which is most typically a coalescing of facts> and we accepted it was most likely 80% true … and that was good enough. We figured the 20% wouldn’t change the core truth. That 20% also permitted us some space for unlearning or some adaptability to absorb an additional fact to course correct our thinking. But that factoid, because it was mentally residing in the 20%, needed some gravitas to shift the 80%. That 20% also gave some room for the doubters and conspiracy theorists and misguided contrarians to dabble.

 

In today’s world truth has flipped … we are presented with a fact, or a truth <which is most typically a coalescing of facts> and we accept it is most likely 20% true … and then we rummage around in the 80% <if we are curious> to coalesce some additional things <some facts and some conjecture>.

But, suffice it to say, a shitload of people wander around on a daily basis having beliefs grounded in a 20% fact foundation. This means they either quadruple down on their 20% <to create the 80% in their heads> or they are constantly unsure of what is truth and hat is not being buffeted about by the winds of whatever information is in the air that day.

 

This shift damns truth to a wretched game of truth or consequences because truth demands a certain amount of certainty – which we have ceded in today’s world.

 

Regardless.

 

Let me offer two words to everyone – information literacy.

 

I believe it is a commonly used term within the hallowed halls of librarianism <in other words … librarians use the term a lot>.

 

information literacy components library

 

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Information Literacy

Information literacy is a crucial skill in the pursuit of knowledge.  It involves recognizing when information is needed and being able to efficiently locate, accurately evaluate, effectively use, and clearly communicate information in various formats.  It refers to the ability to navigate the rapidly growing information environment, which encompasses an increasing number of information suppliers as well as the amount supplied, and includes bodies of professional literature, popular media, libraries, the Internet, and much more.  Increasingly, information is available in unfiltered formats, raising questions about its authenticity, validity, and reliability.  This abundance of information is of little help to those who have not learned how to use it effectively.

To become lifelong learners, we need to know not just how to learn, but how to teach ourselves.  We must acquire the skills necessary to be independent, self-directed learners.

 

———–

Derived from the Association of College and Research Libraries’ Information Literacy Competency Standards for Higher Education

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Information literacy is the superweapon to permit truth to battle on the field of doubts, lies and conspiracies.

I also believe we will create a new career in our battle over truth – information literacists. Let’s call them our future librarian superheroes <information literacists>.

 

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“We don’t become better because we acquire new information. We become better because we acquire better loves. We don’t become what we know. Education is a process of love formation. When you go to a school, it should offer you new things to love. “

 

David Brooks

 

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Look.

 

the day the librarians disappeared

We talk a lot about how bookstores have suffered and libraries have suffered but they are just places of learning and, in my eyes, we should be focused on deliverers of knowledge <which enables the learning>.

 

I would love future librarians to be ‘book slingers’ but I think their future specialness resides in information literacy <”truth” as it were>.

 

And that, my friends, is the future librarian.

 

The one who steps into the library and offers us the rediscovery of specialness.

 

Specialness?

 

I believe libraries should be less about the books and more about a place for the mind. My gut tells me they will need to wrestle that mantle away from the perceived ‘place of the mind’ – the internet. This shouldn’t be that difficult. The internet does NOT have a monopoly on knowledge … it has a monopoly on information. Some good information, some bad information, some false information and some true information. In today’s world there is no “judge.”

And while I would shift the character f the library to more of a place of congregation combining coffee shop, book exchange, art gallery, museum and … well … enlightened conflict <human exchange of ideas> I think the library of the future needs “information therapists” who engage in mind therapy.

 

Superheroes of the mind lording over information libraries.

 

I see libraries as havens of truth self-improvement.

I see libraries as islands of shared intellectual heritage.

I see libraries as raucous spaces of learning reverence.

I see libraries as arenas where all are victors in the battle for truth.

 

Libraries need to find a new reason for existing, a new role and a new way of working and I believe the librarian is the catalyst for the makeover.

 

hero-time-isFrankly, we do need superheroes and less “community gathering places.”

 

I am not opposed to community but … geez … truth desperately needs bold superheroes and not revered spaces of whispered knowledge among few.

 

I feel strongly about this because … well … 3 things.

 

  • My sister is an ‘information literacist.’ I have seen the power of librarians up close & personal. For years we have seen them as quiet servants of books behind some desk and now they should be encouraged to step forward and champion not just books, and literature, but knowledge. In fact … I would begin recruiting those who DO want to actively engage.

If not them, then who?

 

 

  • Society, led by some fairly vocal ‘truth benders’, are leading the charge against truth by standing up and basically saying nothing we say means anything, we’ll do what we want to do and tell you what truth is afterwards. I say that because books, and knowledge, cannot fight unless someone holds them forth as the torch is held forth on the statue of liberty. Truth, whether we like it or not, demands hand-to-hand combat. I believe we need superheroes on the side of truth.

 

 

  • Truth, more often than not, is complex. Philosophically, truth is simply the idea that ‘facts’, viewed from a human perspective, end up being nuanced and create a complex multidimensional slightly flawed diamond. Not everyone can handle truth … it most likely demands superheroes.

 

To be clear.

 

I don’t believe we should be sending these new superhero librarians out without some allies and tools.

 

Personally I believe we <including me>, who care about communicating truth and having truth reestablished, need to go back to the drawing board with regard to ‘learning’ and unlearning and … well … reintroducing truth to society.

 

I also believe Google should be stepping up to the plate.

 

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<about Google> This is the equivalent of going into a library and asking a librarian about Judaism and being handed 10 books of hate

 

—–

Danny Sullivan

 

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Google needs to get their ‘truth compass’ heads out of their asses and start librarian original search enginethinking about some technology voodoo they can create, and implement, that assists in filtering out ‘the fake.’

 

Ah.

 

Fake.

 

‘Fake news’ is nothing more than purposeful disinformation using some actual fake-information – this is a thought virus.

 

Fake news is NOT opinions.

Fake news, or disinformation, is often information disseminated as ‘whole fact’ and, yet, it is a splinter <at best> of a fact.

Fake news is deliberately false and misleading information published in social media and elsewhere online.

 

But fake news … at its core … is about lies and lying.

 

But fake news … at its core … resides in some alternative universe where what you & I know <and is basic corroborated truth> does not exist. It doesn’t even have a heartbeat in that universe.

 

In that universe its citizens discard the usual rules of evidence flippantly dismissing actual eyewitness testimony as lies, actual confessions of someone who was guilty are waved away as ‘they said what they had to say’ and documented information  is scoffed at as flawed, paid for by some elite cabal, some academia gibberish … or a simple forgery.

 

In this alternative universe real information, truth as it were, is simply what someone believes <sometimes under the guise of common sense> … and they conflate “believe” with “know.”

 

======================

 

“Of course, disinformation,” Quinn said. “I can do that.

I’ll leave out critical events, then I’ll put in false information and twist everything that has happened around into a vague, shadowy history that obscures what really took place.”

 

Terry Goodkind

 

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This alternative universe ends up being created from some complex inconvenient truth reassuring lie complexcombination of lies & truth which are undermining the very idea of facts, history and truth. In fact, they turn truth and facts on their heads therefore making any evidence of the actual truth & reality bogus <in this alternative universe> … uhm … which means nothing can be proven and truth becomes … uhm … “thoughtful opinions.” Ultimately this creates that 80% doubt which swallows up the facts & truth like quicksand.  In that quicksand facts become a conspiracy, a legend, a hoax, or some active effort to circumvent truth.

 

In other words … In this bizarre world truth becomes lies and lies become truth.

 

While this seems bizarre, it is dangerous:

 

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“The ideal subject of totalitarian rule is not the convinced Nazi or the convinced Communist, but people for whom the distinction between fact and fiction (i.e., the reality of experience) and the distinction between true and false (i.e., the standards of thought) no longer exist.”

 

——

Hannah Arendt

 

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I say all of this long thought piece to state – this is a problem which demands a superhero.

 

I say all this long thought piece to state that these new librarian superheroes, our doctors against thought viruses, needs to be a defined career. It needs a career path, training and … well … I guess certifications or degrees or some shit like that.

 

Why?

 

It is suprising tricky to debunk and compete against “fake.” It is surprisingly <and disturbingly> incredibly difficult to debate with a liar. You would think that you could simply point out what is a lie … but it is not easy when dealing with a good liar. Yeah. There are ‘good liars.’

They justify what they say by saying “but its true” and defending the fraction of the whole they used against the more truthful ‘whole story.’ They thrive in the 80% doubt & uncertainty space in the information literacy world.

 

By the way … this 80% ‘uncertain truth world’ has been in the works for a while <it has just found some influential enablers of ate>:

 

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This has been a long time coming. Edelman, the world’s largest public relations firm and my previous employer, issues an annual study into the state of trust around the world. Over the past few years that study has pointed to a clear trend: the erosion of trust in authority figures and the rise of trust in “people like me.” We called that the inversion of the pyramid of influence. It means that your neighbor is just as much a source of insightful analysis on the nuances of U.S. foreign policy towards Iran as regional scholars, arms control experts, or journalists covering the State Department.

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And maybe that is my point on the librarian superheroes and thought viruses … the inversion of the pyramid of influence. If that is true <and I believe it to be so> the battle for truth almost demands a new type of expert that people can actually trust. We need truth to be championed by someone other than “Joe my neighbor,”

 

Anyway.

 

Like any good <bad> virus … it is here to stay and a motherfucker to kill.axis truth direction compass tattoo

 

Truth is too important to let the current battle be fought without some superheroes on its side. The truth is the axis munid, the dead center of the earth … when it’s out of place nothing is right; everyone is in the wrong place.

 

Society, and our future, demands librarians to venture out from behind the desk and becoe information literacy superheroes.

 

Yeah. Yeah. Yeah.

That’s just what I think.

 

But I have to tell you a truth … truth is getting the living shit kicked out of it in today’s world and we better come up with a solution soon , therefore, my idea is as good as anything out there yet.

 

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“The person who pretends to not see the truth is committing something much worse than a mortal sin, which can only ruin one’s soul – but instead committing us all to lifetimes of pain.

The truth is not just something we bring to light to amuse ourselves; the truth is the axis munid, the dead center of the earth. When it’s out of place nothing is right; everyone is in the wrong place; no light can penetrate. Happiness evades us and we spread pain and misery wherever we go. Each person, above all others, has an obligation to recognize the truth and stand by it.”

———-

Jacque Silette.

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“I prefer nothing, unless it is true.”

Socrates

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have one foot in a fairy tale and the other in the abyss

October 13th, 2017

red shoes_adventure_by_zvaella

 

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“We all have one foot in a fairytale, and the other in the abyss.”

 

—–

Paulo Coelho

 

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My anger at the world coils inside of me.

It’s a directionless seething, there’s no name or face to aim at.”

 

————–

Claire Zorn

 

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Well.

 

color outside the linesLife demands us to draw a lot of lines.

 

And more often than we would like to admit … it demands we place one foot on one side of a line and the other foot on the other side of the line.

 

That may not sound … well … right.

Or maybe the best thing to do.

It may even sound like I am suggesting you ‘straddle the fence.’

 

This isn’t straddling … this is about being grounded or balancing oneself.

 

If you don’t place one foot solidly on either side, you can be quite easily consumed by the extremes of Life which are, more often than not, found on only one side of a line.

 

If you don’t place one foot solidly on either side, you can be quite easily consumed by others who seek to consume what you may think you don’t really care that much about <but you should … and actually do when you care to think about t enough>.

 

If you don’t you can be quite easily … well … consumed.

 

I guess what I am saying is that Life demands you pragmatically be active in drawing some lines so that you have some sense of when you are getting too … well … “too”. So you can have some sense of … well … where to actually place your feet that is meaningful.

 

Maybe what I am saying is that many of us have no problem ‘making a stand’ but if you really aren’t sure where your line is then it is quite possible you aren’t really sure you are taking your stand in the right place.

 

Maybe think of it this way.

 

It’s kind of like making sure you have things in perspective when you take a stand.

 

It’s kind of like demanding realistic hope.

It’s kind of like demanding some hopeful despair.

It’s kind of like demanding you believe in some fairytales and some abyss-like darkness.

 

It’s kind of like demanding lines for yourself so you can deal with the lines Life is going to demand of you.

 

Look.

 

I don’t really believe there are angry people … they just have so much anger within themselves that their line is drawn differently than others.

 

I don’t really believe there are dreamers … they just have so much imagination within themselves that their line is drawn differently than others.

 

But here’s the deal.

 

You have to draw some lines.

 

draw your lines and choose your side moralThere has to be some reality to ground some imagination.

 

There has to be some truth to ground some questioning.

 

There has to be some principles to ground some rebelliousness.

 

There has to be some fairytaleishness <I made up that word> to balance out some of the inevitable abyss.

 

You do have to have one foot somewhere other than where your other foot resides.

 

I know.

I know.

 

That sounds a little of whack from conventional wisdom because far more often you hear “both feet on the ground” and shit like that.

 

But if you have two feet on the line … well … you have chosen to stand on a thin balance beam and will teeter your entire life. That is tiring & dangerous.

But if you have two feet on one side … well … you have chosen a life of fairytales … or a life in the abyss.

 

All that said.

 

Yes.

 

There are times you draw a line and make a choice to shift both feet solidly onto one side. I would suggest this is a situational decision and not a “living Life” type decision.

 

That is right and that is wrong.

That is good and that is bad.

That is normal and that is not normal.

 

Those are most likely the moments in which Life says “now, in this time and place, here is the line … on which side to you choose to stand?”

I would suggest sometimes we fuck this up by confusing a ‘Life one foot here & one foot there’ decision and a contextual situational decision. What I mean is that in that time and place you may try and keep your fairy tale foot in place and your abyss foot in place … and mistakenly take on a different type of decision demanding a different type of line.

 

That would be a bad decision.empty shoes

 

In that time. in that place. In that moment.

 

You shift your feet.

 

Sigh.

 

I never suggested lines were easy. Just that Life demands we draw a lot of lines. I would suggest that if you do not draw some lines you will find yourself lost in anger coiled within, or maybe constantly living a less than fairy tale life dreaming it all away, or stuck in some dark abyss seeing no way out.

 

Yeah … lines come in pretty handy at times. Pretty handy in managing Life. I can tell you <for sure> that lines can be pretty handy at helping you decide when something should end … and something should start.

contrarian customer-centric thoughts

October 10th, 2017
free-bad-advice-business-blog-contrarian

………. another Bruce contrarian thought piece …….

 

——

 

‘To prosper soundly in business, you must satisfy not only your customers, but you must lay yourself out to satisfy also the men who make your product and the men who sell it.’

 

——

Harry Bassett

 

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“We are all manufacturers – making good, making trouble or making excuses. “

 

——

HV Adolt

 

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So.

 

compete head hurtsI have probably had to think about, and talk about, the business concept of “customer centric” more in the past month or so than I have had to do in the past decade or so.

 

I have seen so many customer-centric presentations over the years that made my head hurt I am surprised my head hasn’t exploded yet.

 

Don’t ask me why but the oft-horridly interpreted and often mis-implemented concept is making a comeback.

 

Customer centric, simplistically, is the concept of creating a positive customer experience at every point of the pre sale, sale and post-sale.

 

It’s a word we’ve been using for decades <dates back to direct marketing in the 1960s & largely credited to a marketing guy named Lester Wunderman> and most of us in business don’t really think too much about it because we think it is kind of an obvious ‘given’ in business.

 

The problem is that customer-centric has been mangled to a point where we actually have to figure out some wacky ways to define it <most people use it in the sense of putting the customer at the center of everything that is done>.

Frankly, I’ve never met a business person who said their company wasn’t customer-centric.

 

Everyone talks the talk <and have convinced themselves they actually are>.

Well.

I imagine the topic keeps coming up because research with customers keeps telling these business people convinced they are customer centric that … well … they actually are not.

customer experience delivery gap Bain-and-Company 2005

 

The most famous of the debunkers is Bain and Company who shared this enlightened graph back in 2005:

 

 

 

It showcases the delivery gap between how customers perceive customer service and/or customer experience and how executives perceive the performance of their organization in that context.

 

 

Suffice it to say … that gap, which can be scarily extreme, debunks the myth of customer centric in practice when a company simply looks in a mirror and says “wow I’m good looking.”

 

Here is where contrarian Bruce steps into this game.

 

Most business people sincerely want to make customers strategically important to how they go about their business, but they also know what they see from most “customer centric experts’ is bullshit.

 

Therefore, they do the best they can and know that … well … theory is difficult to pragmatically, effectively, implement.

 

Here is where I differ from most of the customer centric experts:

 

  • The most important letter in customer centric is “I.”

 

legacy learn imagine hope mctague“I” as in “what I am good at” and “what I can actually do really frickin’ well” and as in “what is my Inner truth.”

 

Oops.

 

None of that is “what does my customer want.”

 

Look.

 

I never suggest ignoring the customer but I do suggest that before you ever sit down and talk about any customer centric things philosophically, and practically, you better be sure you know what you are good at, what you can actually do and what are the ‘truths’ <good & bad> of your own organization.

 

Most experts talk about “customer satisfaction” and I talk about thinking of the customer as someone with ongoing annoyance interspersed with occasional boredom and indifference.

 

Whew.

Now that sounds tough for any business person out there <and slightly depressing>.

 

But I tend to believe rather than try and build some rosy view most businesses should face … well … reality.

 

The reality is that once you establish customers SHOULD have high(er) expectations they are bound to go largely unmet.

 

Sorry.

That’s truth.

 

That is an unfortunate truth because the majority of customer centric practices choose to try and establish their own “best” to be judged by and … uh oh … they rarely actually keep up with the actual best of the best <because that “isn’t our positioning or what we are about” or because “oh, that is not our industry” or they simply just cannot match the best of the best>.

 

Setting high expectations means meeting the expectations of “customers” who will define everything by … well … EVERYTHING they encounter & experience.

A B2B customer will start thinking “experience” based on how the Starbucks barista treats them or how the Apple online assistance rep treats them.

 

Yup.irritation indifference

 

If you follow much of the customer centric bullshit being fed you, you will end up facing well informed customers who will be in a perpetual state of indifference and/or irritation.

 

  • Indifference will hit those customer centric practices that customers know are underperforming, and that they can avoid due to sufficient availability of the best of the best. If you’re working for one of those underperforming customer centric practices, the scary thing is not just selling less (or nothing). It’s that indifferent customers will stop being forgiving; they will stop being cooperative and giving you feedback on how to be more like other, better performing competitors. They’ll just leave and never return, without telling you why.

 

  • Perpetual irritation is just as bad: this will occur when customers are forced to buy from an underperforming customer centric practice, due to limited or no availability of what they already know is the best of the best.

 

 

In this light, pay special attention to fake loyalty and postponed purchases:

 

 

  • Fake loyalty: customers will continue to purchase from underperforming customer centric practices if the ‘real thing’ isn’t available. To the underperforming customer centric practices, all may seem quiet on the western front, until the best of the best suddenly does become available. Good examples of fake loyalty can be found in the airline industry: millions of frequent flyers around the world know that Virgin Atlantic, Singapore Airlines and Emirates offer a superior experience, but since these airlines don’t fly on all routes, customers have no choice but to fly with subpar airlines now or then, or all of the time. Count on them to vote with their wallets every time new routes are added by these ‘best of the best’ carriers, even if they’ve never flown with them before.

 

 

  • Postponing purchases: some ‘best of the best’ customer centric practices like Apple actually manage to indirectly convince customers to postpone certain purchases. Many customers would rather wait for the iPhone or MacBook Air to become available, than to buy a new phone or laptop.

 

So … what should someone do?

 

The power of “I.”

 

inner truth brand position - Copy

….. Bruce’s consumer version of Inner Truth ………

Let me start with a Brucism — I have not found a lot of successful businesses that suck at everything.

In other words … if you have had some success, particularly if you have had some sustained success, it is likely you have <a> some significant expertise in something and <b> pleased some customers in some ways.

 

I am relentless on having businesses find their Inner Truth. It is often a difficult discussion <because it means admitting you are not good at everything> but by finding, isolating an embracing your business Inner Truth it permits the business to find its value core.

Once you find your value core you are able to insure you foster the attitudes & behaviors that feed into that value equation.

In addition, it insures the business leverages off of that foundation for any new ideas or “asks” of the organization itself with regard to new behaviors and decisions.

 

I have said this before and I assume I will say it a gazillion times again … “stop wishing you were something else and start loving who you are.”

That’s sounds like some bullshit Life coaching advice but the truth is more businesses, especially the ones who start discussing customer centric philosophy, should embrace this advice.

 

To be fair <before I begin my constructive enlightening rant> … the foundational aim for any customer centric practices has been and remains the same as always … to express singularities which consistently distinguish the offering of products and services.

 

And within these singularities … or distinctness … people will seek values, leadership, assurance, clarity … and personality <or character>. Maybe better said … some promise.

 

 

Growing a customer centric practices means it has to fulfill a clear promise. Promises are simple and complex. But suffice it to say, in this case, you make a promise and deliver upon it. Simple as that.

 

Here are some basic steps simplify <or at least clarify> some things that make up the foundation blocks for growing the customer centric practices based on “the power of I”:

 

company assessment

The first step in growing a customer centric practices is to assess the customer centric practices ‘parent’ <the organization itself>. There are several methods for obtaining this information from the end-users but suffice it to say that if you don’t know your company <culture, belief system, aspirations> you will never rear your customer centric practices properly. Never has the quote “be true to thineself’ ever rung more true.

 

good and bad research pepsi

research

Whether you think you need it or not … do some ongoing research.

Research will not only provide qualitative information from key stakeholders, including internal and external customers and influencers, but also flesh out the raw concept that resides in the vision.

The number of interviews will vary according to the typical number of end-users that would have an opinion about your company’s image as well as those ‘inside’ who have an image of what you do well.

The total number of potential end-users may be very small in b2b compared to a consumer product such as toothpaste but suffice it to say you seek to find the gaps & non-gaps of expertise between the organization and end users.

You are seeking some consistent feedback … so you hear the same feedback over and over.

The information collected from the survey is the foundation on which your customer centric practices platform will be established. You may find that once all the results are summarized, the information is very much in-sync with your organization’s internal perception of itself.

 

<note: don’t fool yourself into believing the exercise was a waste of time or a worthwhile effort in this situation … it is not only a sanity check but it also alleviates a lot of second guessing at a later date and plays a significant role in aligning everyone on what matters>.

 

 

Anyway.shared intentions lead people

 

In my experience … 90% of most customer centric discussions that businesses are faced with will begin with the customer.

 

That is the wrong place to begin.

 

Everything begins, and ends, with who you are and what your expertise is and what you can actually deliver. Beyond that … well … customer centric is worthless if you don’t get that right and accept, and embrace, that.

 

 

 

 

Which leads me to the next thing most customer centric experts never tell you <and I am fairly sure most of them don’t think about>.

 

  • Accepting Unevenness.

 

Unevenness?

What do I mean?

customer centric model

 

Well.

 

 

It seems like almost every customer centric discussion seems to incorporate some circle, or some 360degree view, in which you envelop a customer with all the love <functional and emotional> they need to create the utmost satisfaction and undying loyalty.

 

Unfortunately that is just theoretical bullshit because reality is just not that neat.

 

Just as there is no such thing as a well-rounded person there is no well-rounded business in the reality of … well … the real business world.

 

Most customer centric bullshit suggests you need to not only protect yourself on all fronts but also ‘project yourself’ on all fronts.

 

This is crazy.

 

Businesses don’t build themselves that way. Shit. People don’t build themselves that way. You are good at some things and not a good on others.

 

That said … the underlying absurdity in most customer centric modeling is in its suggestion of ‘evenness.’

customer centric learning concept knowledge ignorance

 

The traditional customer centric circle diagram concept suggests you push everyone out toward what they don’t know <boundary of ignorance>.

 

However.

 

Enlightenment, and gaining knowledge to overcome ignorance, is just not that neat.

In fact … it is frustratingly un-neat.

 

Frustrating in that every time you learn something … ignorance still remains … outside your existing knowledge base. And this translates into a state of being perpetually dissatisfied <or the glass is never completely full with knowledge> which obviously can be either encouraging, or discouraging, with a person’s attitude to continue learning.

 

Businesses consistently attempt to fulfill their role in this ‘customer centric process’ by focusing attention on the inside of the circle and keeping everyone carefully inside the boundaries. They do this under the guise of “company consistency.”

 

I imagine the good news is that this helps keep employees from falling off the edge into irrelevant material & learning <and it insures all employees gain knowledge in a logical order> but it also, negatively, impedes upon <a> the way most individuals gain knowledge (which is they follow what interests them) & <b> any knowledge or learning that could be attained outside the sphere of consistency.

 

But here is the really bad news.

 

Organizations are not neat round circles of knowledge. Why? Unfortunately, whether you like it or not, organizations are made up of people, not concepts or robots.

 

As I first wrote about back in 2010  <and have spoken on the topic a number of times> the truth about people is that they become more expert and informed on certain topics at the expense of others. The well rounded circle that might have characterized the “perfect customer centric organization” needs to be replaced by … well … reality.

 

circle of knowledge customer centric learn expertise

The reality of any organization is one of a profile of an expert <or passion on a topic> in some particular domain, and not others, and therefore you will never end up with a perfect circle but rather an ellipse or some wacky trapezoid <or something>, in other words, the circle of knowledge & expertise of any business has inconsistent edges/boundaries.

 

 

 

What this means is that organizations are more like uneven spikey boundaries of expertise & knowledge organisms.

Thinking about your organization with regard to attempting to implement some customer centric concepts will help a business better understand their learning flaws, and learning challenges, but maybe more importantly … better understand their areas of expertise.

 

I say all that because you invariably need to grow your customer centric practices … well … unevenly.

 

=================

 

“In short, not only are things not what they seem, they are not even what they are called!”

 

———

Francisco de Quevedo

 

==============

 

 

 

Lastly <leveraging my last thought off of the unevenness point>.

 

In a hypercritical world <online critiquing driven world> 360degree perfection is a fool’s errand … and, frankly, impossible.flawed and still worthy optimal new people best

 

The more successful path to being the best you can be is … well … be the best you can be on the things you know you can actually be the best you can be day after day after day.

This builds value and believability.

 

Unfortunately most customer-centric gurus start this discussion in the wrong place.

They almost always begin by identifying “weaknesses” or “where we need to improve/be better”. In other words … they begin with what is not an inherent expertise, or something the employees apparently don’t particularly want to do, and make a decision to invest energy attempting to make the organization … well … something they are not naturally.

 

Unfortunately most customer-centric gurus start this discussion in the wrong place.

Customer centric discussions far too often focuses solely on those pesky demanding customers <remember indifference, irritation and unrealistic expectations>. In other words. You are likely to be chasing perpetually dissatisfied, or indifferent until they are dissatisfied, people.

 

That is crazy. Absurd.

 

The better way to be the best customer centric organization is actually to identify what the company does best, that increases customer satisfaction, and say “how can we make our best better” <so we can ‘own’ that expertise>.

 

Some people may read this as “settling.” Or if they want to be harsher suggest that I am stating something ‘lesser than’ a best customer service focused organization.

 

I would tell these ‘some people’ I am a pragmatist and have a tendency to focus on the truths of reality.

 

What do I mean?

 

ideas break the mold new think conformLet’s face it.

 

In the past a company <or their customer centric practices> could get away with not performing at its peak on some things.  Or maybe taking a day off performance wise.

You could because customers didn’t experience full transparency of the best, the cheapest, the first, the most original or the most relevant.

 

Well.

 

That’s all over.

 

And things are bound to get even more radically transparent. I wrote about this years ago and called it “the expectation economy.” http://brucemctague.com/expectations-as-an-economy   Reality dictates you focus on the few things you can master and be an expertise on, offer expectations on those, don’t overpromise on others <even if competitors do> and be ‘customer centric’ by being authentically honest where you are consistently okay and authentically set expectations where you can deliver upon a ‘customer centric promise’ day in and day out.

Reality dictate your customer centric philosophy comes to life in an uneven pattern which actually can stand under the scrutiny of spotlight criticism.

 

In the end.

 

Let me go back to the most important letter in customer centric is “I.”

In this case it is “ideas.”

 

Ideas are the new currency in business, any business, including the service business. If you have a business focused solely on “making the customer happy” you are on a fool’s errand. In today’s interconnected world expectations <and what makes a customer happy> are driven not by your competition nor any realistically relevant industry benchmark … but rather by whatever that customer has uncovered anywhere in the world to establish a benchmark.

If you and your business try to ‘follow the customer expectation’ one-by-one … well … one will quickly become a ‘none’ <as in out of business>.

 

Regardless.

 

Suffice it to say if you are not in the business of generating new ideas to refresh your ‘customer centricity’ you are not competing in the same world as the rest of the businesses out there.

 

I end today’s thought on customer centric with that last one sentence paragraph because inherent in almost any customer centric discussion is NOT any discussion on ideas but rather “satisfaction.”

 

Satisfaction, at its core as a concept, is about “reaction.” In other words, if I am seeking to increase customer satisfaction I therefore seek ways to understand how I can do it <from them> and … well … do it.

 

Ideas are proactive.

 

And maybe that is the most important word, and thought, in this entire diatribe – proactive. 90% of the customer centric presentations I have ever seen have dripped with ‘reactiveness’ … reacting to what customers want in order to make them happy & satisfied <assuming your ultimate value is driven somehow by effective reactiveness>.

 

This makes my head explode.value timeline

 

Reactive value is the lowest value you can achieve.

Conversely.

Proactive value offers you the highest value you can achieve.

 

I will not argue that an effective customer centric organization has to have some good reactive mechanisms in place to show responsiveness to needs but I will argue with any customer centric expert who stops there. True customer centric business is beating the customer to the spot – with ideas, solutions and service.

That is a proactive model. And that is what maximizes value to a customer, breeds real loyalty and … well … insures the business itself constantly pushes out on its own boundaries of ignorance by increasing its circle off knowledge.

 

Anyway.

 

What I do know … or am 90% sure … is that you will not hear or read any of this from the traditional customer centric ‘experts.’ That either makes me a moron or … well … a contrarian.

 

=====

 

“I am the sea and nobody owns me.”

———-

Pippi Longstocking

 

truth resounds & 59 squared

October 3rd, 2017

real thing false world truth subtle

=============

 

But resounding with the truth of things prophesied,

But of things with truth resounds

 

 

Но    вещей    правдою  звучат

No v’eshchej   pravdoju   zvuchat

 

 

 

Its lips are covered with blood!

Lips covered with blood

Уста, запекшиеся  кровью!

Usta, zap’vekshi’esa krovju!

 

———-

Ophelia’s Song: Alexander Bok

=================

 

“Beyond a doubt truth bears the same relation to falsehood as light to darkness.”

 

Leonardo da Vinci

 

=================

 

 

infinte world of possibilities touch

59squared.

3,481.

 

3481 squared.

12,117,361.

 

12,117,361 squared.

1.5 billion.

 

That’s three degrees and I am at almost 1/5th of the entire world.

 

Yeah.

 

The numbers are really not that neat but you get the point.

 

With a single event, a single death, one person can set off a chain of events that will affect hundreds of thousands, millions and even billions of people.

 

Some people call this “6 degrees of separation” <although I showed it to you as only 3>.

 

I didn’t make up the squared concept … in some form or fashion it reflects the truth of the internet of things and connectedness. And … sadly … it shows the likelihood that the majority of us have some connection to the 59 people who died, the 500+ injured, in the Las Vegas shooting.

 

I say this because it makes it personal. Shit. This IS personal.

 

The main point here is that a person now has access and is aware of more people <true friends as well as web based friends> and can have more frequent communication due to the ‘digital revolution’.

 

Yet.

 

Social media is simply the fact that the traditional benefits of an acquaintance network <personal or professional> and friendships can be more expansively thinkers lotsrealized than before.

 

This means that truth resounds more quickly & clearly & bluntly than ever before.

 

The other truth is that our own experiences, and Life, can then be at the mercy of crowds of friends & acquaintances — crowds providing unsolicited input & feedback & experiences all influencing hordes of additional people’s thoughts on a daily basis. This means whether you are present in one place or not you can be impacted in the present place you stand. You are a nomad in which the world remains your home.

 

Our world is now one large network consisting of two basic things – people and connections.

 

And while many times we look at this as some forced or constructed network <Facebook, twitter, etc. provides hubs and constructs> the reality is that most people networks & connections are organically constructed. So while we like to draw out nice symmetrical shapes to define how connections work and networks are constructed the reality is that networks are more often not symmetrical.

 

The unique patterns in the connections determine the shapes. We reach out in asymmetrical ways to places, events and thoughts and bring them near in seconds.

 

In addition the ties between the connections can be complicated – spanning from intense or passive.

 

In the business world we try to characterize networks and connections in a variety of ways. The trouble is that people are not that orderly and certainly not stagnant and they actively reshape their connections, interests and networks all the time.

 

But I am not here to discuss how the internet can, or cannot, affect personal relationships or a sense of individual isolation but rather this is a thought on how the internet can make things, and Life … well … smaller.

 

ship-home-world-life-is-us-hereOn a day like today, a day after an event like what happened in Las Vegas, this rings true.

 

However .. .on most days the ‘quasi-truth’ that resounds in the echo chambers of what we talk about and ‘think we know’ is that the internet is isolating us … disconnects us from reality and social interaction.

 

So … is it possible that the internet increases connection and decreases connection at exactly the same time?

 

Yup.

 

The Internet connects and it isolates.

 

The usual assumption that most of us make about our computing and communication environment is that we are ‘always’ connected.

 

Indeed, most of us are ‘nomads’ when it comes to computing and communications. We live in a disconnected world much of the time as we travel between our office, home, airport, hotel, car, coffee shop, bedroom, etc.

 

We now recognize that access to computing and communications is necessary not only from one’s `home base’, but also while one is in transit and/or when one reaches one’s destination.

 

It is an anytime, anywhere access world. It is also, paradoxically, a ‘be anywhere at any time’ world.

 

That is the connected aspect which … uhm … creates the whole disconnected aspect.

 

Well.

 

Let’s just say we feel slightly disconnected in a connected way … uhm … until something happens that tightens all the lines of connection.

 

It is within moments like that where the supposed 6 degrees of separation becomes less degrees and more links … all of a sudden the 59squared aspect of connectedness occurs.

....... making "they" smaller ........

 

 

The world gets smaller … in fact … really fucking small.

 

 

We are brought together and something that happens to 59 people, or even 559 people, becomes an experience within our own grasp.

 

Which brings me back to truth and resounding.

 

The majority of our social networking constructs today are on the internet <or have a foundation on the internet>.

Simplistically, we, the people, are connecting via the internet. What this means is that the internet muffles or amplifies our voices, events and truth <as well as lies unfortunately>.

 

What this means is that … well … an event, a moment, a death, an injury, resounds … resounds as in 59squared.

What THAT means is … well … we have to face a truth whether we want to or not.

 

In this case … we are touched, connected and affected by one person with weapons of destruction destroying the lives of someone, and someones, which in some way we are connected to.

 

I imagine I thought to say this today because now we will end up entering into the gauntlet of what to do about this to stop events like this in the future or if we can even do something at all.

 

And I fear, in the end, we will do nothing.

happy-sad-optimistic-pessimistic-world-life-news

 

We will remain disconnectedly connected in our little asymmetrical networks of friends & acquaintances.

 

That was a sad sentence to type.

 

At this point, my conclusion, I imagine it may be relevant to remind everyone of 59squared and the fact that I can do one thing, one right thing … or one wrong thing … and it will resound.

Choose your ‘one thing’ wisely.

 

 

====== back in October 2015 I shared my thoughts on what to do =======

What I am NOT for is irresponsible quibbling and inaction after a shooting tragedy. It is a complex issue that demands something more than a pithy simple solution soundbite. A gun, an individual & a society.

 

you believe that you are unworthy of care

September 18th, 2017

attention nobody cares gift message relevant

=============

 

“As a therapist, let me just say: almost every trauma survivor I’ve ever had has at some point said, ‘But I didn’t have it as bad as some people,’ and then talked about how other types of trauma are worse. Even my most-traumatized, most-abused, most psychologically-injured clients say this.

 

The ones who were cheated on, abandoned, and neglected say this.

The ones who were in dangerous accidents/disasters say this.

 The ones who were horrifyingly sexually abused say this.

The ones who were brutally beaten say this.

The ones who were psychologically tortured for decades say this.

 

What does that tell you?

 

That one of the typical side-effects of trauma is to make you believe that you are unworthy of care. Don’t buy into it, because it’s nonsense. It doesn’t matter if someone else had it ‘worse.’

 

Every person who experiences a trauma deserves to get the attention and care they need to heal from it.”

 

hobbitsaarebas

 

===================

 

“It’s true, I suffer a great deal–but do I suffer well? That is the question.”

 

Thérèse de Lisieux

===

 

“… victimization is a way of attracting sympathy, so rather than emphasize either their strength or inner worth, the aggrieved emphasize their oppression and social marginalization.”

 

—-

sociologists Bradley Campbell and Jason Manning

 

============

 

 

Whew.

 

still talk about it you care about it trump reporting on oneselfBelieving you are unworthy of care.

I call this “victimhood backlash.”

 

Now.

 

This is different than feeling unworthy of love, respect or … well … unworthy of something or any of that type of thing.

 

In fact.

 

This is actually the exact opposite of a victim mentality.

 

This is when something truly bad has happened to you <you are a real victim of something> and you look around and say “whew, they are the real victims.” In a real sense this person then constructs an extremely viable narrative to suggest that while they are in a shithole … their shithole is nothing compared to some other people’s shithole.

 

This is not self deprecation … it is a sincere feeling that what you did or experienced was closer to ordinary rather than extraordinary.

But.

I say this unequivocally  … even if someone is shrugging off help or maybe even adamantly opposing the help … a hole is a hole and you need help getting out of holes.

 

Someone may not think they are worthy of care, or asking for help … but they need it.

 

Anyway.

 

I have two thoughts on this ‘believing unworthy of care’.

 

First.

 

A hole is a hole.

If you are in a hole, it is a hole.down in a hole layne alice in chains

 

I have written this before … a shithole is a shithole. We are not in the shithole comparison business. All shitholes are dark, deep and often don’t have a visible ladder to get out of the shithole.

 

To me?

 

Horrible is horrible.

A black hole is a black hole.

And while maybe not all holes and abysses are created equal … all seem equally deep, dark & shitty when in one.

This may not be literally true … but figuratively I tend to believe that is how we view it when encountering some shit Life gives us which places us into some dark hole.

 

Second.

 

I do not believe that victimhood is some cultural crisis <the sociologists I highlight upfront do suggest that>.

 

Yeah.

 

The things for which we can publicly accept the fact we were a victim of has certainly increased. This doesn’t mean more shit, and shitholes, have occurred … it is just that it is now more acceptable to admit them and address them.

 

Can this get out of whack? Sure.

 

But a long as someone isn’t creating a shithole and claiming being a victim then .. well … a shithoe is a shithole.

 

I would suggest that we want people who feel like they are n some shithole because they were a victim of something to speak out regardless of whether an falling down the rabbit holeeveryday schmuck like me may look at them and say “c’mon, be real, that’s Life” and maybe we should be focusing on how to better address them when they speak out.

 

We need less pandering and more reality management.  We need less judgement and more dialogue.

 

We need to grow a dialogue culture. Rather than responding to comments or behaviors with less condemnation or judgement and more engagement to engage rather than repel <without increasing victim mentality but rather managing it>.

 

But we do not want anyone at anytime to believe that they are unworthy of care.

 

Anyway.

 

I can almost guarantee almost everyone will either slip into a hole or go crashing into a hole at some point in their Life.

And that person <which means, uhm, everyone> will need help getting out of it.

 

For if you permit someone to linger too long in the hole … well … the abyss will gaze into them. And inevitably find some dark corner in the mind that they will find a place to live, eat and breathe for years and years to come.

 

Just accept what I just said without shrugging or thinking “that’s some bad shit.”

 

<Most> Holes are fine in Life.

 

They are part of Life.stay in the hole

 

Regardless of whether the shithole is incredibly shitty or just basic shit they have the same intended conclusion — you just have to make sure you know how to get out of them.

 

Ah.

Which leads me back to the opening quote.

Someone who believes that they are unworthy of care.

 

I say that because you can spend a lot of time looking around at other shitholes thinking about how to get other people out of their shitholes … all the while ignoring your own shithole, avoiding finding a way out of our own shithole and, maybe the worst, if you gaze long enough into an abyss … anyone’s abyss … it will gaze into you.

 

============

“And when you gaze long into an abyss the abyss also gazes into you.”

 

<Beyond Good and Evil> Friedrich Nietzsche

==============

 

Look.

 

I have had this debate a zillion times … the one where you discuss who has it worse.

 

Who is going through tougher times.

Who has actually gone through a tougher time.

Maybe even discussing a bad moment in life as horrible, but always discussing ‘horrible’ relative to other horribleness.

 

pick a hole in the sky and we will all be n troubleAnd while it is most likely true that, regardless of your situation, someone somewhere has it worse than you do … that thought only seems to offer some false comfort nor does it really offer any solutions.

 

To me … comparing bad situations is not only not very helpful but it also tends to suggest the wrong thing to me – “my suffering isn’t equal to your suffering.” Which tends to lead to “I don’t believe I am worthy of care.”

 

Bad. Wrong.

 

I do not believe we should be in the shithole comparison business.

A shit hole is a shithole and anyone in a shithole is just as worth of care as anyone else in a shithole.

 

 

those who tied the knots are responsible for untying

September 17th, 2017

knot getting shit done business solve question

 

================

 

“Those who tied the knots are responsible for untying [them].”

 

—–

Chinese Foreign Ministry

 

============

 

 

So.

 

We talk a shitload about “business problem solvers” or “disruptors” or any number of ‘problem/solution’ type things in the business world.

 

 

knot variants solve problems businessWell … maybe we should talk more about the knots.

 

Knots?

 

Well.

 

I have eased my way into a number of new responsibility positions throughout my career and one of the first things you start doing when you settle in is scan for the knots that are inherently strewn throughout the business.

 

Sometimes these are nicely tied knots someone has developed and set in place to hold together a process or system or principle to insure it holds something important together.

 

Sometimes these are nasty tangled threads created by someone who didn’t know their ass from their toes, or by the system itself <think of a lawn hose by the end of the summer> or sometimes they are representative of well-intended actions by a variety of people over time <trying to improve or fix something>.

 

And while those are all “sometimes”  … all times, all businesses, have knots.

 

That said.

I can also say that untying knots is not for the faint of heart. To do so well is to be part safe cracker, part surgeon and part Navy Seal.

 

Ah.

 

But not everyone views knots the same – in how they occurred and what needs to be done to untie.

 

I would suggest how you view a knot depends on whether you believe in cause & effect <a linear action model> or in a more ambiguous “a cause can create multiple effects’ model.

linear cause and effect thinking behavior knot

 

 

Let me explain a little.

 

When I started n the business world we spent a shitload of time discussing cause & effect, stimulus & response and … well … a lot of behavior based on a linear ‘if this, then that’ type model.

 

Not so much today.

 

In today’s world almost all situations <internal process as well as consumer/buyer behavior> are ‘knotty.’

knot untie business confusing responsibility

 

I often show a picture of an atom in attitudes & behavior discussion but I like the knot metaphor also.

 

Uhm.

 

Yes.

 

This type of thinking, unfortunately, increases the likelihood of ambiguity.

 

Ambiguity is not one of those things the business world tends to happily embrace.

 

To be clear.

 

There is a lot to be said for teaching young business people cause & effect basics.

I liked growing up & learning the business world encased in a cocoon of certainty type thinking. Linear type thinking gave me some clarity and it certainly permitted some fairly easy conclusions and recommendations.

 

Unfortunately I also found, over time with experience, this increases the likelihood of … well … a shitload of bad things – wasted energy, misguided efforts and monies being funneled into activity generating less-than-desired outcomes.

 

But.

It had been linear logic and, therefore, provided some certainty to base the recommended recommendations on.

 

Ah.

 

Certainty.

 

Certainty is something we all crave in business. But we may crave it for a slightly less obvious reason then you may think.

 

Linear permits us to more easily get the one thing almost everyone wants – a way to get out.

Yeah.

 

It’s not really about solutions or answers … simplistically … it is awareness that there could be a way out.

 

Just think about it a little.

 

Most of us when faced with some situation, issue or problem just want a way out of that situation, issue or problem.

 

And, yet, we spend gobs of time talking solutions and most likely invest far too much time & energy extrapolating out “what of scenarios” in seeking what happens when we untie the knot and move forward. It’s quite possible we should be investing more energy, instead, on looking at a knot and simply seeking the best way out of the knot.

 

And that is where linear thinking kicks nonlinear thinking’s ass.

 

With ambiguity the way out is not only less clear but, at times, it can seem like a crapshoot –what is behind door #1, versus door #2 … a well as door #3?

And who the fuck wants that in any business decision maker situation?

 

Which leads me back to knots.

 

As you move up in management, and Life I imagine, you either get better at linear to navigate ambiguity thinking experience business knotseeing the knot and seeing how to untie a knot … or you remain a linear cause & effect decision maker.

 

I would suggest the world can use both; however, the world <business or otherwise> cannot exist solely with cause & effect decision makers. In addition .. each group and drive the other one frickin’ crazy.

 

But … suffice it to say … we need knot un-tiers.

 

Being an un-tier actually consists of two aspects … one attitude and one expertise.

 

Attitude: personal responsibility.

 

You own the knot.

This is a metaphor … a metaphor for a problem and owning the problem.

We all inherit problems. And the most successful of us look at them as knots, not ‘some simple fix <do this/get that>. The most successful of us don’t sit around bitching about the knots, whether they were there already or created by someone else, but go about assuming responsibility for any and all knots and go about untying as many of them as we can.

But here is the thing about this responsibility. We own the knot. We do so because we know that once we are in a position to get shit done … all that matters is getting shit done. And you know you have the responsibility to do what needs to be done to get shit done.

It does no good to say “not my knot.” You have a job … they are all now your knots.

 

I would note that untying knots is kind of a “go big or go home” type venture. I say that because in business once you begin untying … well … you have to keep going. Knots, good and bad, exist for a reason … so eliminating, or rearranging, a knot will have consequences — stopping is not an option.

 

 

Expertise: ability to navigate the interweaving that binds a knot.

 

Untangling is part vision and part deft touch.

Anyone who has ever untied an ‘impossible knot’ knows that you cannot simply tug & pull … you have to ease one aspect and pull another and maybe even push in other place. Deft. And as you do so you have the vision ability to see the unseen parts and get a sense of where one ‘weave’ has appeared and where it has come from, what it crosses and if it is actually entangled with another weave.

 

———

 

knot theory getting shit done do business

—–

 

I would suggest that this is partially an ability to navigate some ambiguity.

 

Ah.

 

That last ‘navigate ambiguity’ leads me to one last thing.

 

Cause & effect thinkers can be a cleverly dangerous group of business thinkers to work with.

Using the business knot as the example … the most dangerous thing a linear thinker can do is offer everyone the false linear cause & effect conclusion.

 

Huh?false linear cause effect knot business decision

 

Think of this knot as like shoelaces. The knot is there with the aglets <the small sheath, often made of plastic or metal, used on each end of a shoelace>. The linear thinker, incapable of untying the knot suggests the knots doesn’t matter because if I have the left aglet, and the right aglet, they suggest “I can clearly see the ultimate cause & effect”.

 

That is wrong. And dangerous for making a business decision.

 

Not to put this too harshly but that logic is like saying “I love all jelly filled donuts” not knowing some are filled with shit.

 

All that said.

 

I will say that once you have tied a knot you do assume some responsibility for it – keeping it, explain it or even untying it. I mention this because a lot of us leave positions, jobs & companies and far too often leave a knot behind with no explanation.

Maybe we are embarrassed to highlight a knot or maybe we just start thinking “not my worry anymore.”

Well.

It doesn’t really matter what you think … you own the knot and you have a responsibility to talk about any and all knots with anyone who may someday want to untie it.

liminal spaces

September 12th, 2017

transition liminal space change idea experience

 

=====================

 

fearlessly-fiona:

 

“I’m an adult” I whisper as I try not to panic while I’m filling in all those forms that I don’t understand.

 

======================

 

“Liminal” means “relating to a transitional stage” or “occupying a position at both sides of a boundary.”

 

 

==========================

 

Ok.

 

First.

 

liminal space hallway metroLiminal spaces are real spaces.

 

Liminal spaces are throughways from one space to the next. Places like rest stops, stairwells, trains, parking lots, waiting rooms, airports feel weird when you’re in them because their existence is not about themselves, but the things before and after them. They have no definitive place outside of their relationship to the spaces you are coming from and going to. Reality feels altered here because we’re not really supposed to be in them for a long time for think about them as their own entities, and when we do they seem odd and out of place.

 

 

Second.

 

 

I plan on discussing liminal spaces as intangible mental spaces.

 

 

Liminal Space inbetween threshold

If you feel that you are anxiously floating in the inbetween perhaps you are in The Liminal Space. The word “liminal” comes from the Latin word limens, which means, “threshold.”

“… it is when you have left the tried and true, but have not yet been able to replace it with anything else.

 

 

Okay.

 

Mentally … this in-between is a space in which we have lost context … and … oops … our brains love context <and hate lack of context>. This ‘hate’ translates into discomfort, maybe some anxiety and absolutely an innate mental desire to get the hell out of that space and into some space where we can reengage some context.

 

Rationally we know these spaces are … well … irrational and we can mentally stifle the anxiety … for a while. Because no matter how good we are at stifling it there will always be an underlying sense of uneasiness. In business you either figure out how to manage the anxiety or you are never gonna make it in the business world.

 

Why? Because a career is riddled with these moments and spaces.

 

All that said.

 

I think we, as people, enter liminal spaces in our heads all the time. I don’t mean every minute I just mean on a fairly consistent basis we lose some context and enter into some wretched mental in-between space where … well … we feel uncomfortable. We feel uncomfortable because we are mentally in some transition space from which we cannot envision what will be there <outside this wretched space> when we actually find the exit we can leave the space by.

 

Yeah.

 

transitional liminal path grow poetential change

Unfortunately, while we seek an exit to get out of the liminal space … we also feel uncomfortable because <insert a ‘shit’ here mentally> the next step may actually place us into a tangible “unknown” place.

 

Not only does that suck but … well … we do not like it.

 

It is a weird combination of tangible and intangible … and  shitload of unknown.

 

It feels tangible as in you walk in some blank-ish vanilla type room and actually exit by some door which appear at some point. That part we may not like but we can semi-understand.

 

And, yet, at the same time this space is truly 100% intangible <lacking context> which creates a sense of instability and warped perception space. I imagine a lot of people flail about a bit in this space trying to transitional leap risk think challenge businessnot only find context or something tangible to hold onto but also a frickin’ door to get out of this wretched liminal space.

 

All the while we flail about in a space naturally encourages some confusion and a lot of “things seem off” feelings.

 

Worse?

 

It not only feels wrong but feels like something is going to go wrong. You cannot really put your finger on it <although most of us try desperately to try to put a finger on something> and it increases anxiety.

 

Sometimes that anxiety is high and sometimes it is just a bothersome niggling in the head … but anxiety it is <and it is uncomfortable>.

 

The anxiety occurs because reality is not really being altered but it appears slightly warped. It is kind of like looking through an imperfect piece of glass – where things can look a little fuzzy or odd. Its kind of like time has warped a little and you are coming and going at the exact same time where in the blur of the transition your brain is suggesting “this is not good … this is not normal” and you desperately want to move n … but cannot find that frickin’ exit.

 

All that sounds horrible.

 

Oh.

 

And it sounds particularly horrible if we are talking about the business world.

 

The fact is that business people are more often than not judged on how well, and how quickly, they can navigate the mental liminal space.  We in business don’t really talk about it much but a lot of the shit we do is transitioning from the known to some version of known/unknown. That’s kind of what managers and leaders do. And it is certainly a main component of shifting from a young less-responsible employee to an older more experienced responsible employee/manager.

 

Along the way the stepping stones are actually lily pads with differing expanses & depths of water in between. You either navigate the transitions or drown in the liminal space.

 

Oh.

 

And, yet, liminal spaces are also throughways to places of the imagination – kind of the construction sites of “what will be.”

 

We like that kind of shit.

 

That’s ‘future’ and ‘hope of something better’ type stuff.change every step liminal transitional grow imagine

 

That thought helps us out a little.

 

It helps because this isn’t the kind of stuff that gives any tangible context but it does give us some fortitude to get through this space.

 

Anyway.

 

I admit.

 

I love the whole concept of a liminal space and I do believe if more people not only learned to manage the anxiety & angst of a liminal space AND embraced the fact it was a valuable transitional space … well … we would be much more efficient & effective in business and in Life in gaining the more valuable “what could be’s” — which are what we all live for anyway.

 

 

the oversimplification crisis

September 11th, 2017

 

occam economy choice simplify

====================

We miss out on the value of the message itself as a vehicle for driving virality.”

 

Jonah Berger

 

==================

 

“Say something meaningful in an interesting way.”

 

Bruce McTague

<author of “the shortest business book ever written”>

 

===================

 

 

So.

 

 

oversimplification wrongThis is about how we have a simplification crisis.

 

 

Ok.

This is about how we have an oversimplification crisis.

 

This crisis is making us … well … stupid.

 

 

Ok.

This crisis is making us stupider.

 

 

Look.

 

What I mean is that in a world in which we know that everything is complex, and more often than not, more complex than our own pea like brains can handle, we unerringly swerve toward simplistic headline conclusions and oversimplifications and absurd bullet point conclusions.

 

This surface skating intellectualism just makes us stupider.

 

Now.oversimplify assumption risk life business

 

We may convince ourselves we do this simply as a mental survival technique but I would argue, and I do, that it actually is the opposite of a survival technique … it is destructive behavior. It is destructive in that it destroys the overall thinking of what is actually a population quite capable of being intelligent, if not intellectual.

Yeah.

It makes us stupider.

 

I thought about this the other day because I have conversations with some incredibly smart and talented people who know a shitload more about more things than I could ever imagine and this topic came up. I note the smartness of these people to highlight how unusual it is that I can say something that actually can make a group of these people stop, be silent and then go “hmmmmmmmmmm.”

It is a rare thing.

 

And, yet, it happened the other day.

 

After some extensive conversation on North Korea, global trade challenges, Trump <of course> & foreign policy we opened the discussion to “what is the biggest challenge facing us …”

 

My thought drew some <thoughtful> silence.

 

I said “oversimplification.”

 

To me … oversimplification misleads and creates bad decisions and, worse, creates bad thinking <which leads to bad opinions, attitudes and thoughts>.

 

And I offered a couple reasons why I believe this is happening <I did this because if you can identify the issues you can find solutions>:

 

 

We have convinced ourselves we do not have time for complex

 

 

big fat waste of my time business show for itGoing back to the ‘destructive behavior’ thought I shared earlier …  oversimplification is anything but efficient. It actually demands more time in a variety of ways. The two simplest ways it does so is <1> the time we over invest attempting to isolate the simplest version of what is anything but simple and <2> the amount of time & energy we have to invest explain everything beyond the simplistic tripe initially offered, to thwart misguided behavior & reactions to the oversimplified offering & to redefine the oversimplification into bifurcated parts of the oversimplified whole.

 

We do this destructive behavior because we have convinced ourselves that we all have shorter, and shortened, attention spans.

We do this destructive behavior because we have convinced ourselves that people best retain “one thing.”

We do this destructive behavior because we have convinced ourselves in our perceived “never enough time” world we have to topline everything <to fit everything in>.

We do this destructive behavior because we have convinced ourselves that in a blizzard of nonstop things constantly vying for our attention the only way to capture someone’s attention is in some pithy soundbite.

 

Basically we have convinced ourselves that hollowing out an idea and a thought actually benefits not only the idea and the thought … but us!

 

This is fucking nuts. Absolutely crazy.

 

Unfortunately, and truthfully, some things are just too complex to communicate in a sound bite or in 3 seconds or less.

 

No matter how brief and simple you want to make it … well … it is neither brief nor simple. It is complex and sometimes the opposite of brief.

 

It isn’t just about telling a story.

 

Nor is it just about finding influencers to broker the story.

 

Nor is it just about practical value.

 

Nor is it just about emotion.

 

Unfortunately it is a combination of those things. Yeah. Effective communication is … uhm … complex.

 

 

We have convinced ourselves that simple & simplicity is reflective of common sense.

 

 

time to do it right do it overI admit.

 

I have never been shy about calling bullshit on the simplistic tripe being spewed under the guise of ‘expert advice’ or ‘common sense.’

 

That said.

I will suggest no topic has  been tortured more by common sense than simplicity.

 

 

Common sense suggests the simplest thing is the best.

 

Common sense suggests it is easier for a person to remember one thing and one word.

 

Common sense suggests in a complex world we humans crave simplicity.

 

Common sense suggests in a busy world we only have time for simplicity.

 

Common sense suggests a lot of nonsensical bullshit.

 

I will not argue that making something as simple as it can be is good but … well … simplistically … oversimplification is misleading and ultimately creates bad less-than-informed decision making AND thinking.

 

We have used this common sense simplicity bullshit for one simple reason — it serves us well in challenging the most established legitimate rule of Life & things. And that rule is “the world is complex.”

 

We embrace simplistic solution after simplistic solution, all labeled as ‘common sense ideas’, which are often counter to what an expert would suggest <which is often deemed “too complex”>…  only to find 90% of the time common sense was not only just simply wrong but also made us stupider.

 

I have written about simplicity and the complexity of finding the simplest way to communicate the complex many times and as I do so today I would remind everyone of what Jonah Berger offered us for a nifty sound bite compilation of sound bites to create a sound bite philosophy:

 

Here are his STEPPS for making anything go viral:

 

–          Social Currency: We share things that make us look good (even if that means pictures of our cat).

 

–          Triggers: Easily memorable information means its top of mind and tip of the tongue.

 

–          Emotion: When we care, we share.

 

–          Public: Built to show, built to grow.

 

–          Practical Value: News people can use.

 

–          Stories: People are inherent storytellers, and all great brands also learn to tell stories. Information travels under the guise of idle chatter.

 

And while this is about “making things go viral” it is actually about finding the simplest way to communicate complex shit in a way that it is actually retained in a cognitive way.

 

I would also note that this dos not reflect “one simple thing”, sometimes your total obliviousness blows my mindit does reflect the complexity of reality and the mind and it reflects how to … well … help make us less stupider.

 

Ah.

Cognitive way.

As in “we actually understand what it is we heard, saw or read.”

 

That is an important thing to ponder because over simplification cheats cognitive value as well as the value of whatever it is you have to offer people. Simplicity may be “memorable” but it doesn’t really lodge itself in anyone’s mind & memory in any meaningful way.

 

In fact.

 

The less depth you offer in your oversimplification the more you are at the mercy of the mind that decides to remember you. What I mean by that is if you don’t provide the depth the mind will create some perceptions around whatever it lodges in the pea like brain.

 

Uhm.

 

This means the pea like brain lodges only what is actually the brain’s perceptions of what to remember and not what you <a> know to be true, <b> think it may be important for that mind to know or <c> want the brain to store away in its mind.

 

faulty reasoning oversimplification overlookI imagine what I am talking about is some wacky version of awareness versus engagement but that shit is bullshit too.

 

It’s all bullshit because we should be turning away from simplification and engagement and connection and simply focus on “say what you need to say to persuade someone to think or do what you want them to think or do.”

 

All the other bullshit just confuses things.

 

If I tell someone that ‘being noticed ‘ is the most important thing, than some asshat is gonna come up with some zany oversimplified shit that gets noticed but doesn’t effectively communicate one thing <let alone all the things you may have deemed truly important in the beginning>.

 

I admit … I balk at a lot of the bullshit offered online about simplification <and the importance thereof> because … well … it is an oversimplification which diminishes the importance of ‘communicating depth’ and increases the importance of ‘being noticed.’

I do not like that equation.

 

Effective communication is not a binary choice.

 

Effective communication, as with almost everything, is a complex challenge in communicating a complex thing well – because if you can communicate a couple things well it actually increases the perceived value <which then inevitably creates a stronger “memory stamp” … with value attached!>.

 

Which brings me back to our oversimplification crisis.

 

I could clearly argue that in today’s fragmented messaging world where information multiplies at light speed and a day still remains 24 hours that we humans are constantly honing our “incoming thoughts” filtering mechanisms.

 

I could also argue that our filtering system, as it exists today, sucks.

 

We have dumbed down our communication and thinking behavior to such a hollowed out status the majority of time we skate along the superficial irrelevant surface of reality.

 

If we are lucky, the ice doesn’t crack.

 

But the truth is that oversimplification only offers the thinnest of ice to skate on and inevitably we fall thru the ice … over and over and over again.

 

Uhm.

 

And in the business world falling through the ice is bad. It is, metaphorically, making a bad decision based on shallow thinking and paying for it.

 

Yeah.

I did say the biggest issue we face is oversimplification.

I said that because if I can solve this, if I can have smarter people communicating complex things more smartly and I can have more everyday schmucks understanding that simple solutions are more often like trying to place a square peg in a round hole … well … I think it unravels a shitload of other problems we face in today’s world.

 

I imagine I am arguing that if more people are less stupid and more aware of the reality of things the more effective & efficient we will be in addressing the difficulties reality tends to place in front of us.

 

period end-of-story_design

 

In the end I will go back to where i began … “say something meaningful in an interesting way.”

 

There are no rules nor boundaries in this statement.

 

You use as many words, or as few, as you need to say … to say something meaningful in an interesting way with the intent for it to be understood … and, ultimately, persuade someone to think something.

 

Period.

Enlightened Conflict