Enlightened Conflict

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

 

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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.

 

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“I am the sea and nobody owns me.”

———-

Pippi Longstocking

 

just please act like a grownup

September 15th, 2017

pretending to be a functioning adult exhausting

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

“For in every adult there dwells the child that was, and in every child there lies the adult that will be.”

 

=

John Connolly

 

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“Refusing to grow up may be a form of rebellion. But really growing up could be a revolution.”

 

Susan Neiman

 

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Well.

 

organizational exhaustion batteryTrump is exhausting. Not his presidency, not his administration, not his lack of policies or lack of any intellectual thought … just Trump.

Trump is exhausting.

 

I have decided he is exhausting because while I have continuously woken up every day hoping that today would be the day he would actually act like a president … okay … maybe just like a business leader … okay … I actually just want to wake up and see him act like an grownup … a grown up.

 

Today, just another day, he wakes up and starts tweeting about London terrorism <which the UK prime minister and Scotland Yard have to respond “not very helpful”>, about an ESPN anchor, about his stupid wall, about … well … too numerous to count. And it isn’t just his lack-of-any-real-thought 140 character tweeting it is also his tween tone, teen sensitivity and teen words/grammar/punctuation.

 

He is not even the junior class president … he is just the gossip girl between classes.

 

Think about it.trump sophmoric dennis

 

Everything is unfair.

He is sad.

Girls confuse him.

I told you so.

I wish everyone would pay attention to me.

Create drama <to Armageddon-like levels when possible>.

 

 

<sigh>

 

 

You would think I would have been smart enough to know that this is the new normal for us but the same normal for Donald J Trump.

 

I mean, what the hell, I wrote the following in March 2016 <yeah … 18 months ago … seems like a lifetime in Trump squirrel years>:

 

—————

 

And then, after my first response, I laughed. I laughed because I sudden realized that every teen in America must be celebrating in the halls of their high school.

 

Trump is one of them.

 

<and imagine the kitchen table conversations now taking place where parents are counseling their children only to hear “you are being so unfair !!! … I was just retweeting what was on the internet … c’mon Mom … Donald Trump does it … you are being unfair …!!!”>

 

Look.

 

stop tweeting trump batmanSit around a bunch of older folk and pretty soon the conversation will ease its way into how the younger generation is addicted to their phones, they cannot think for themselves, twitter is the universe of the mindless illiterate generation, twitter is the death of grammar & punctuation and they believe everything they see on the internet.

 

Suffice it to say, older folk have a tendency to believe handheld technology is destroying young people’s minds <the implication is that ‘sensible grownups would never do the things that immature, selfish, entitled young people would do.’

 

<please note … I do not agree and that when I am involved in this discussion it is typically around that lat comment that my head explodes>

 

Anyway.

 

Trump is what older folk actually fear & believe.

Trump embodies teen twitterology.

 

He cannot stop retweeting and cannot stop from commenting on anything and he tweets before thinking … and retweets anything that comes across his phone that looks interesting to retweet <regardless of whether he has actually checked that it is real or not> .

 

He can summarize his policies, with detail, in maybe 2 tweets issued as he sips his coffee in the morning.

 

After the coffee kicks in it will take about 6 tweets to change the previous 2.

And later in the day he gets to go on air and discuss how the world is unfair <only to him>.

 

This is Trump’s doom loop of consistent inconsistencies whereby the next tweet update absolves responsibility for the less than thoughtful tweets up to that point.

And, of course, it would be unfair to judge him on his 25th tweet when he is already on his 1250th tweet.

 

Wow.

 

 

Dear weakDonald, have you thought about enrolling in high school again so you can troll the hallways as a bully and be the most important boy in the sophomore class?

 

His immaturity almost makes teens look mature in contrast.

 

<source: teens celebrate trump as new leader (‘cause he is just like us) March 25th 2016>

————————

 

Trump’s tweening behavior is tiring.trump tweet mouth loser

 

Exhausting.

 

I just want him to act like a grownup.

 

That’s it.

 

Yeah.

 

The bar is that low.

 

Is that too much to ask?

 

I ask this because I know that being a grownup & “grownuphood” <a little different than adulthood> is all about becoming someone and something … and unbecoming someone and something.

 

The truth about growing up is that we are constantly developing and un-developing and we continue to survive the missteps and step backs and figure out where & how to excel with momentary glimpses of what ‘could be’ … and that is what grownuphood is all about.

 

And that is the ‘growing up’ I fear Donald J Trump is not doing <nor has ever done>.

 

 

If I could talk to Donald J <most likely using lots of pictures> I would tell him that grownuphood is much much better than okay. It is really good. It is much better because while some call it the burden of responsibility I call it “the freedom to enable my destiny.”

 

Yeah.

Destiny kind of demands some grownupness <sorry about that Donald J>.

 

But the prize of grownuphood?

 

You do with your destiny what you want … you can  get angry if it doesn’t happen the way you want but suffice it to say … grownuphood is great because it is YOUR time to make it happen.

 

And I wish grownups would reclaim grownuphood and let the youth have their youth.

And I wish Trump would claim some grownuphood and let the youth have their youth.

 

trump lower tweetBut … this is Trumpville.

 

A place where little makes sense.

 

That is where we seem to live today.

 

Look.

 

He can be an idiot of he wants.

He can be incompetent <because he is>.

He can be an empty intellectual vessel <he is>.

 

But for god’s sake … just please start acting like a grown up.

 

the deplorables defined

August 30th, 2017

trump voters deserve not waste of space

 

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“The saddest aspect of life right now is that science gathers knowledge faster than society gathers wisdom.”

 

Isaac Asimov

 

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“So I don’t want to paint with too broad a brush when I say that you were warned about this man—and you ignored our warnings.

We were right; you were wrong.

 

The masses, it turns out, sometimes are asses.

Sometimes the people who actually pay close attention to politics know more than the disgruntled populists and nationalists who are willing to gamble on the future of this great republic—and on the reputation of a conservative philosophy that goes from Aristotle to Burke to Buckley—in order to boost a reality show host.

You elected your guy, and look where it got us.”

 

Matt Lewis <Republican Conservative>

 

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

 

 

Ok.

 

I probably get in more heated debates over Trump voters than almost any other deplorable Trump votertopics discussed these days – with both Trump voters and non-Trump voters.

 

I even know why it happens … we generalize and we label.

 

And in generalizing we force a Trump voter to defend other Trump voters, who most likely voted for Trump for some other reason than the one they are defending, and the non Trump voter paints all Trump voters with the worst of the worst attributes <the truly deplorable aspects>.

 

This is crazy.

No.

This is stupid.

 

The majority of Americans don’t have a label attached to them other than “get up and go to work and get shit done” people.

People rarely self-identify as a CNN watcher or Fox watcher or MSNBC watcher … or a republican or democrat … or any fringe group when you meet them.

 

We apply the label on them … we generalize for them.

 

But most people are labeled by … well … community, family and what they do to earn a living every day.

Sure … elections force most of us to take some stand but most of us embrace that stand with some unease. We would rather be defined by what happens in our day and lives than by whom we elected to vote for.

Most of us have our own imperfections and flaws without having to explain, or be defined, by some imperfections and flaws of someone who we voted for.

 

Most of all the label stuff is crap.

 

And maybe what is worst about labels are they suggest most Americans have to be “x” or they are “y.” That is complete and utter bullshit.voters people america speak out

 

I can be tough on immigration and still be compassionate.

 

I can have government les involved in healthcare and still make sure a safety net is available for all people.

 

I can increase my military budget without being some “hawk” who wants to drop bombs on everyone.

 

I guess my real point is that most Americans want it all and chafe when it is suggested they have to choose one thing or another. While TV pundits went out of their way to suggest this last election was a ‘binary choice’ the truth of the matter was that the decision on who to vote for was more likely a complex more-than-binary choice.

 

Which leads me to the Trump voters.

 

Up until now I have leaned heavily on the fabulous CBS News Nation Tracker Poll <CFM Strategic Communications panel survey> which outlined that the nation’s view of Donald Trump as President breaks down into four categories – Believers (22%), Conditionals (22%), Curious (21%) and Resisters (35%).

 

The first category are true believers who think Trump is on the right track. Conditionals generally support Trump, but may not approve of everything he does or says. The Curious are opponents, but could be swayed depending on Trump actions. Resisters see no hope in Trump and oppose him across the board.

 

But now there is a new piece of research out which breaks Trump voters into 5 groups which I will use to make my point again.

 

To summarize it I offer these 5 numbers to keep in mind:

 

American Preservationists (20%): 12 million people

  • These are the core ‘always-Trumpers’ … this is also the group who think anti-white discrimination is a much more prevalent problem than is discrimination against any minority group <which is, realistically, false>

 

 

Staunch Conservatives (31%): 19 million people

  • These are the core Republicans who would most likely vote for any Republican even if it was an alien

 

i have a voice opinion vote participate

Anti-Elites (19%): 11 million people

 

  • These have relatively cooler feelings toward Donald Trump and nearly half had favorable opinions of Clinton in 2012. This group shifted most dramatically, however, against Clinton by November 2016.

 

 

Free Marketeers (25%): 15 million people

  • Small government fiscal conservatives, free traders, with moderate to liberal positions on immigration and race.

 

 

the Disengaged (5%): 3 million people

  • This group does not know much about politics, but what they do know is they feel detached from institutions and elites and are skeptical of immigration.

 

 

USA population: 326.5 million people

USA adult 18+ population: est. 250 million people

 

<note: I used 60 million Trump votes to simplify my math and come up with people numbers>

 

The other thing I always keep in mind is that nowhere along the way, primary & general elections, has Trump ever won the popular vote. In the primaries Republicans voted in significant numbers for anyone but Trump <almost 2/3rd of primary votes did not vote for Trump>. My point in all these numbers is that Trump voters are not just an American minority/splinter of the whole but a relatively small <but loud> group.

 

Regardless.

 

Here is the topline good news … I would estimate we have less than 20 million, idiots Trump voters smart people stupid fucks breakdown of populationmy guess is maybe 15 million, truly deplorable people in the USA … say maybe 6% of adults. Here is the bad news … we tend to suggest those 6% are representative of all Trump voters <as well as all that is ignorant, deplorable and bad about USA>.

 

Anyway.

 

We screw up numbers in generalizations all the time.

Not all Trump voters voted for the same reason nor do they have similar issues.

 

It’s just like discussing “the 99%.”

 

The 99% are a mix of the wretched of the earth, the everyday schmucks who want to do the right thing and a fairly large group of upper middle class <doctors, university teachers, journalists, senior management, politicians>. It is the mixed bag of people who, without them, the 1% would cease to exist.

Lumping them all together in the 99% is almost suggesting that is America’s middle class which then suggests opportunity is equal to all <and the 1% should be everyone’s objective>.

 

Trump’s voters were a mixed bag of people with some good reasons to pull he lever for Trump and some bad reasons for pulling the lever for Trump.

 

Anyway.

 

I purposefully called this piece today “deplorables defined” to make a point. Of course not everyone who voted for Trump is deplorable … and Hillary never suggested such a thing. But … gosh … maybe we should have listened to her a little more closely … and maybe we should have listened to the entire speech … and maybe, just maybe, it is possible she was right:

 

——————

 

“I know there are only 60 days left to make our case — and don’t get complacent, don’t see the latest outrageous, offensive, inappropriate comment and think, well, he’s done this time. We are living in a volatile political environment. You know, to just be grossly generalistic, you could put half of Trump’s supporters into what I call the basket of deplorables. Right? The racist, sexist, homophobic, xenophobic, Islamophobic — you name it. And unfortunately there are people like that. And he has lifted them up. He has given voice to their websites that used to only have 11,000 people — now 11 million. He tweets and retweets their offensive hateful mean-spirited rhetoric. Now, some of those folks — they are irredeemable, but thankfully they are not America.”

“But the other basket — and I know this because I see friends from all over America here — I see friends from Florida and Georgia and South Carolina and Texas — as well as, you know, New York and California — but that other basket of people are people who feel that the government has let them down, the economy has let them down, nobody cares about them, nobody worries about what happens to their lives and their futures, and they’re just desperate for change. It doesn’t really even matter where it comes from. They don’t buy everything he says, but he seems to hold out some hope that their lives will be different. They won’t wake up and see their jobs disappear, lose a kid to heroin, feel like they’re in a dead-end. Those are people we have to understand and empathize with as well.”

 

—————-

sigh charlie

Sigh.

 

Of course, none of us really did pay attention to it all <even the mainstream media which was supposedly all in her camp> and paid the price of not doing so by missing her statement about empathizing and working for better lives for those Trump supporters who aren’t scum-of-the-earth deplorable dumpster fire pieces of shit.

 

Would I have used the word “deplorable?”

 

No. probably not.

She probably should have been more specific and named them out, as the Alt-right, misogynists, white supremacist, KKK, and Nazis. But you know what? We are dancing on the head of a pin. ‘Some’ deplorables voted for Trump, ‘some’ deplorables still support trump and ‘some’ deplorables are irredeemable.

 

Ok.

 

Let me spend a moment more on ‘deplorable’.

While I, personally, would have not used the term with regard to some Trump voters I believe the only true mistake Clinton made was apologizing. She should have tripled down with clarifying & defining … and suggesting <in some way> we all have a deplorable ‘voice’ inside us whispering fears and untruths and … well … the bad shit we think about people who do not look like us.  And point out that Trump whispers, in a bombastic way, to our deplorable inside … and we shouldn’t permit him that victory <because Americans are better than that>.

 

By the way … I do believe that. And while there certainly are some truly deplorable people in the USA I would like to think 99% are redeemable not because they need to be redeemed but rather they need to understand they can ignore that voice inside and still get ahead and ‘win.’

 

In the end I offer two numbers.

 

15 and 30.

 

If you scour some of the more random assessment of the population and their views with regard to Trump you will find these two numbers <or close to them> constantly bubbling up.

 

15 percent Trump15%.

 

This would be the % of people who would follow Trump like lemmings over the cliff. He could bomb Alabama and they would find a good reason he did it <note: these are not all deplorable people but deplorable people reside within this number>.

 

 

30 Percent Trump30%.

This would be the % of people who wouldn’t follow Trump if you told them you would win the lottery. He could apologize every day until the day he died and they would still find a reason to suggest he pissed on Mother Theresa’s grave.

 

Anyway.

 

I don’t know Trump nor do I wish to ever meet the man but if I could whisper these numbers into his head … I would. They reflect the precarious nature of his presidency <or his reelection>.

I am under no illusion that Trump truly has any desire to unite the country but the numbers reflect the fact America is not deplorable by nature and the bigger message opportunity, to inspire people, is to remind them of that.

 

 

believing in something is powerful enough

July 7th, 2017

 

ideas dream make fly people think believe imagine educate

 

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

 

“We are tossed about by external causes in many ways, and like waves driven by contrary winds, we waver and are unconscious of the issue and our fate.’

 

We think we are most ourselves when we are most passionate, whereas it is then we are most passive, caught in some ancestral torrent of impulse or feeling, and swept on to a precipitate reaction which meets only part of the situation because without thought only part of a situation can be perceived.”

 

Will Durant

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

 

“Trust yourself. Create the kind of self that you will be happy to live with all your life.

Make the most of yourself by fanning the tiny, inner sparks of possibility into flames of achievement.”

 

—-

Golda Meir

 

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

 

So.

 

good bad idea battle for path businessIt would be an understatement to say that the number of ways a leader can lead are so numerous it would most likely take a book to explain them all <and people have certainly tried>. Trying to simplistically suggest “this is the way to lead” is … well … simplistic tripe.

 

It would be an understatement to say that the number of ways a leader can articulate an idea for people to rally around and follow are so numerous it would most likely take a book to explain them all <and people have certainly tried>. Trying to simplistically suggest “this is the way to share ideas in a meaningful way” is … well … simplistic tripe.

 

That said.

 

Today I will talk about leaders and ideas and articulating ideas … let’s call it “the business idea” leadership challenge.

 

For those of us who have had the fortune, or misfortune, of walking the halls of management in business we have all crossed paths with all the scary tactics and rhetoric associated with leaders who cannot articulate an idea if they actually tried <and most do try>.

 

These are the leaders who do not really have the ability to articulate an idea well enough for the idea to gain traction and be implemented.

 

it exists truth example life ideas business

……………….. the idea ………………….

I sometimes believe what makes a good leader is the ability to articulate an idea so that <a> people can grasp it, <b> people can envision it as “something” tangible enough to want to hold it and <c> people can attach some emotional connection to it <ranging from ‘I believe’ to ‘passion’>. But many leaders just struggle with idea articulation and use a variety of tricks to present an idea in a way that encourages people to … well … believe in the idea.

 

To be clear.

This is more a discussion of the psychology of managing employees … let’s call it “believing management” more so than motivating employees.

 

This is more about unlocking employees – unlocking potential. I mention potential because that is what ideas do … they are like a powerful chip inserted into people which energizes, focuses and drives individuals <and inevitably the organization itself>.

 

And because of all of what I just said there are a variety of ways to create some energy behind ‘believing’ in an idea.

 

Us versus them.

War analogies wherein those who don’t believe in our idea are ‘enemies.’

The narrative behind the idea always seems to have a “good versus evil” aspect.

 

 

Two thoughts on that.

 

  1. Selective tactical ‘good versus evil’ leadership is appropriate. Sometimes you need to give an organization some “oomph” <a technical organizational behavior term> and this is an easy way to create some energy around the idea.

 

 

  1. Being reliant on “us versus them” narrative is lazy leadership. Yes. Counterpoints always provide some contrast which permits some clarity, however, an idea should be able to stand on a blank page in a blinding spotlight and create enough ‘belief’ in that idea that people will want to fill the blank white space simply because they want to … they choose to … not because they ‘have to.’

 

 

people crowd ideas together friends waitbutwhyBad leaders misunderstand leading with an idea.

 

They always feel like they have to have an enemy which the idea has to slay. Or they feel like they have to divide so that their idea looks bigger.

They have it wrong. And dangerously wrong.

 

Good ideas power up on their own. Good ideas have a size to stand up to … well … any size idea out there.

 

Good ideas encourage people to go out and evangelize not destroy or kill or attack. The belief in the idea, in and of itself, is enough to make people go out … sometimes attack bad ideas, more often defend the idea and all the time presents the idea as some desirable thing that anyone in their right mind should want.

 

I have always believed that if you have a good idea, and you have people who believe in that good idea, you shouldn’t worry about competition or naysayers & doubters but rather focus all your energy on … well … showcasing the energy of the idea.

 

Now.

To be sure.

 

If you talk with enough people who have managed groups & companies and you will notice that at some point someone will bring up “I have to be a psychologist.”

 

To be clear.

 

Do business managers have to be psychologists to be effective? No. not really.

But playing the psychologist role on occasion certainly doesn’t hurt.

 

I am chuckling. I am fairly sure what I am discussing has some high falutin’ organizational behavior ‘management principles’ published and formal white papers with long esoteric discussions on employee personality types and some personality testing voodoo and lots of ‘how to energize organizations’ crap.

 

Anyway.

 

Most good managers clearly understand that different people are motivated by different things and that different things can inhibit the potential of each employee.

 

Suffice it to say, in my mind, once you move past trying to motivate a specific individual one-on-one it really all comes down to one basic management principle: the idea.

intangibe idea yet to be future business

 

 

Simplistically every leader’s objective is always to free your employee to be their best and do their best. But sometimes this means stripping something away … and sometimes this means adding something … and it always means giving them something to believe in <not just do or ‘fight’>.

 

More often than not while you are leading your organization you invest gobs of energy focused on the pragmatic ‘here is what you need to do’ underpinnings crap which keeps everybody focused on the shit that keeps the doors open in the business every day.

 

But, at some point, you have to energize the attitude.

And that is where “idea” comes in. This isn’t really a vision … this is the idea of who and what the company is and the ‘belief’ which is kind of the unseen glue which makes “one, out of many.”

 

This idea is a heuristic management tool because while leading people certainly can contain some aspects of ‘enthusiasm management’ one of the most basic leader self-survival techniques you learn <or you will die> is how to manage without too much investment of self. Therefore I have always viewed “the idea” strategy think anger angry business ideas filteras the compass AND engine for the true potential of the organization.

 

Yeah.

 

As a manager you always hunker down on the pragmatic aspects of what needs to be done first.

 

Always.

 

It is kind of your heuristic trick to assess any attitudinal challenges to getting the frickin’ pragmatic aspect done.

 

But you always keep an eye, and an ear, open during the pragmatic ‘whether the shit will actually get done … and done as well as it can be done’ for the employee’s, and organization’s, idea ‘belief factor.’

 

And while Belief can come in all shapes & sizes & behaviors one thing remains constant … make the idea tangible and anyone can see it <rather than have it be some nebulous thing they have to define in their own heads>.

 

And it can get even tricky.

 

Tricky because the same employee who was bursting with blind belief one day will be the same employee sitting in front of you the next day discussing a completely different project or task … semi-frozen in ‘belief doubt’ or ‘belief confusion.’

 

Look.

 

The fundamentals of effective management are pretty much the same everywhere.

 

But, ‘idea belief management’ can, unfortunately, sometimes take a fine subtle touch … and most of us everyday leader schmucks aren’t always subtle.

Therefore, we tend to lean on “us versus them” and “we are at war” to create some sense of “we must defend this idea” rather than instilling the idea, of the idea itself, as thoughtful rabbit idea quick slowhaving value even in times of ‘non-war.’

 

Ok.

 

I imagine I wrote this not to offer any “how to” guide to anyone. I wrote it because I just saw someone aggressively and darkly outline a world in which the business idea was under attack and attempted to drive belief in the idea through ‘threat’ rather than ‘inner belief.’

 

And as I watched I thought “this person has no idea how to articulate an idea in a way that the idea itself exudes energy in and of itself.”

 

As I watched I thought “this person doesn’t understand that ideas don’t need enemies to be meaningful and powerful … believing in something is power in and of itself.”

 

Look.

 

I have different expectations for different levels of leaders and I certainly understand that when presenting or communicating things you gotta deal with what is in front of you and get shit done and get the best out of your employees. And sometimes you do whatever it takes in the context of the situation.

 

But.

And this is a big but.

 

A business cannot always be at war in order to justify, and formalize, the idea it idea think explode expandbelieves in. The idea, in and of itself, should be good enough … and articulated well enough … to be powerful enough for people to just believe in it.

 

I am not suggesting this is easy … but that is what separates a good leader from a crappy leader …the ability to make the most of an idea by fanning the tiny, inner sparks of possibility into flames of achievement.”

 

I imagine my real point is we should all be wary of the leader who can only articulate an idea through an ‘us versus them narrative’ or a divisive tone.

Why?

 

Because they are either lazy or they don’t know their shit.

 

a country of dwarfs

June 30th, 2017

 donald trump cracked smart phone twitter

 

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

 

“If each of us hires people who are smaller than we are, we shall become a company of dwarfs.

But if each of us hires people who are bigger than we are, we shall become a company of giants”.

 

 David Ogilvy

 

<political correctness caveat:

Mr. Ogilvy said this in the 1950’s as a vivid metaphor for the importance of hiring the best and not suggesting dwarfs are incapable of bigness, in fact, he hired a number of short people who were intellectual & creative giants>

 

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

 

“Never write and advertisement you wouldn’t want your own family to read.

You wouldn’t tell lies to your own wife.

Don’t tell them to mine.”

 

——

David Ogilvy

 

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

 

“It seems to me that we can observe the same set of facts yet some of us see the tragedy of the human comedy while other see the comedy of the human tragedy.”

 

————–

<Google couldn’t tell me who said this>

 

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

 

 

So.

 

Yesterday was the first time I worried that America is running the risk of becoming a country of dwarfs.

 

Forget greatness … I am thinking ‘littleness.’

 

trump twitter storm

 

Little intellectually, little integrity, little dignity, little respect and little honor.

 

This worry came to me yesterday as a couple of Donald J Trump’s tweets popped up on my computer and I sat back and said “WTF … what is fucking wrong with him.”

 

 

Needless to say … this was not the first time I have said that to myself <or yelled at the TV> but yesterday … one in which he not only utilized his mastery of immature grade school name calling but he also diminished a successful woman’s intelligence <low IQ>, her mental state <crazy> and appearance <blood flowing from face lift> … I found myself thinking this is truly horrible.

 

 

diminishing women Trump immature

This is horrible in that in one tweet Donald J asshat delivered the diminishing trifecta against all women everywhere <albeit he directed it to one woman>.

 

 

And this is not just horrible from my perspective … or even from a “dignity of the Presidential position” perspective … but just horrible from anyone’s perspective <father, parent, brother, human>.
That said.

 

I have now reached a point where I have a method in evaluating what the President tweets and says because while I know very little he says is anything I would ever say, or believe is appropriate to say, I am willing to admit I may be biased in judging this incompetent intellectual dwarf.

 

Here is what I do.

 

First.

Jury of US President peers. How would I feel if Merkel, Macron, May, Xi or even Putin & Erdogan said this? Would I be outraged or simply nod my head sagely?

These, by the way, regardless of their physical stature are the intellectual and leadership giants of the world <some are also moral giants>.

 

 

Second.

Jury of Business peers. How would I feel if the CEO of Amazon, GE, Ford, Goldman Sachs or even the president of your local chamber of commerce, city’s largest pest control company or the head of the School Board said this? <and would they most likely get fired?>

These, by the way, regardless of their physical stature are the economic & social giants, or aspiring giants, of the world <some are also moral giants>.

 

trump behavior guide challenges

Third.

Jury of parents. How likely do I think a parent would go out of their way to tell their child “see this … this is exactly the way you should handle it!” For example … how many homes do I believe a father said to his son “Donald Jr., this is exactly what I would tweet your mother if she ever said anything bad about me to the Moose Lodge!”

These, by the way, regardless of their stature are the nurturers of the future giants of the world.

 

 

Fourth.

Jury of the young. How would I feel if I saw this comment or thought said by one teen to another … or if I saw my son send this to a classmate … or if I ever saw any young person send this message out to 33 million people? Heck. How would they feel if their girlfriend, or any friend, received a message like this? <although I will note that back in March 2016 I did suggest Teens celebrated Trump as one of them — from a maturity perspective>.

 

These, by the way, regardless of their stature will most likely be the giants of the world <and our fates will be in their hands>.

 

 

Fifth.

Jury of the trolls. How would the statement and words look if I placed them below any viable article in any viable online publication next to the slew of online trolls spewing their hateful bile?

These, by the way, are the intellectual and moral dwarfs of the world.

 

All that said.

 

More and more often I am finding Donald J Trump dwelling in the comfortable abode of the intellectual and moral dwarfs.

 

Regardless.

 

Ogilvy was, and is, right.

 

Hiring people smaller than you insures your company will never be a giant … but what if the hirer himself is a dwarf?

 

Sigh.company of dwarfs little people giants business

 

I cannot fire Donald J Trump. You cannot fire Donald J Trump. He is our president <that still hurts to type> and I have to start thinking not just about what policies he may actually someday implement but also how his actions, as THE leader of the country, affect the size, economically, morally and dignity, of the country … in other words … will we be a country of giants or dwarfs with his leadership?

 

Well.

 

We actually have two paths thanks to our mental dwarf of a President.

 

choices-path-shopping-direction-decisionsThe first is to accept his behavior as normal and permit it to become more normal outside the purview of the oval office and on our tween/teen smartphones, in the classrooms, on softball and soccer fields, in the bars and in the office.

This path has one destination … a country of dwarfs.

 

 

The second is to not accept this behavior as normal, or acceptable, or even good, and create a counter culture in which we recreate the foundation of civil discourse, respect, dignity and an increased valuation of maturity not bullying <under the guise of ‘fighter’>.

This path has several destinations but one certainly is a country of giants.

 

This choice may seem easy at first glance but the truth is that I do know, having run a business, maintaining an organization of giants takes leadership. And if your leader is a dwarf the path to becoming giants becomes more difficult.

 

Look.

 

I wrote recently that Donald J struggles with ‘staying above’ but I would be remiss to not point out that in the business world it takes a special manager to maximize people’s potential <even if it means outstripping your own ability & potential> AND keep your job AND keep your status as a leader.

I will admit that it takes a little bit of self-courage, a shitload of conviction and even some craftiness in your own responsibilities.

 

That said <now that I have given him an excuse>.

 

little trump pouting tweeting

……… little Trump pouting …….

 

I think what will help America overcome the intellectual and moral dwarf we current have in office is that the majority of people truly want to be a country of giants and we would prefer leaders who foster the attitude.

 

I can honestly say that I don’t care what generation you are <millennial, boomer, Xer, etc> or what your upbringing was or even what attitudes you may have … I can guarantee one behavior … and I will guarantee it.

 

The guarantee? Give us a giant as a boss and we will run thru walls.

 

And therein lies my larger call out. In my small corner of the world I will never be a giant <although I like to think giant integrity-like thoughts> but there are those out there who can do something bigger … and they should look in the mirror and start thinking like a giant, acting like a frickin’ giant and maybe all those people casting about for some guidance will take giant steps for the giants who stand up to lead.

 

Wow.

 

That would a giant leap of faith to attempt that.

 

Surprisingly, great organizations take giant leaps sometimes.

That is what makes them giant.

 

Correspondingly, great countries take giant leaps sometimes.

That is what makes them giant.

 

Sigh.

trump soul behavior tweet reveal

 

I would be naïve to not understand that we can observe the same set of facts yet some of us see the tragedy of the human comedy while other see the comedy of the human tragedy.

 

I can only hope that as the facts accumulate more and more people will see that USA has an intellectual and moral dwarf as president and he isn’t making America greater he is making it smaller.

 

Personally, I want to live in a country of giants. But that’s me.

 

Enlightened Conflict