A usual day with an unusual customer experience.


Today was yet another travel day. Wake at 4:00 am to catch a flight at 6:15 am from Boston to Cincinnati on Delta. Upon arrival in Cincinnati I went to the Sky Team lounge and joined a conference call. It was at this time I realized I had left my small IBM notebook in the seat pocket. This wasn’t a PC, it’s more than that. It’s a 4×6″ black Moleskine paper-filled old-school notebook. It contains my random musings and even more rare insights that might be worth retaining. It’s not priceless, but I would miss it.

I was still on the concourse so I returned to the arrival gate to discover the plane had left for its next destination (with my notebook). I told the gate agent my tale and the most she could offer was to “fill out a lost item report”. The “and then pray” was unstated but definitely understood.
Disappointed in myself I left the gate then I saw the Delta Red Coat. For those unfamiliar with Delta, these people are the “if we can’t do it, it probably can’t be done” people.
I told Joy my situation and she went into “can do” mode. After exchanging some information I departed for my day with customers.
Over lunch with co-workers I got a call from Joy. She informed me the outbound flight was to St. Louis. She contacted the gate agent there and instructed them to check the seat pocket for my notebook. If found, she had arranged for the Delta team there to put the notebook on the next flight to Cincinnati, which was scheduled to arrive one hour before my departing flight to Newark. And to polish it off, they would have a Red Coat bring the book to my departing gate. The “and then pray” again was unstated but unlike before I didn’t feel the need.
After the call ended with Joy I shared this story with my business lunch party who were all very skeptical about this ending as scripted. Comments like “Yeah, right…like that’s going to work” were common.
Short story, I’m writing this post on my flight to Newark…with my notebook secure in my bag (not the seat pocket).
This is why I’m a lifetime loyal Delta flyer.
Thank you Joy (last name withheld). But any of you are reading this and you are ever in Cincinnati/Northern Kentucky Airport on Terminal B and happen to see a smiling woman in a red vest, see if it’s Joy. And if so, give her my thanks!

Facing Our Creativity Crisis @ InterConnect


Next week I have the privilege of presenting “Facing Our Creativity Crisis” at the IBM InterConnect Conference being held in Las Vegas. This is the same session I presented in January at IBM ConnectED and I hoping to have a similarly engaged and active audience. See you there!


Without a net…and without a wire – What Philippe Petit taught me about storytelling

man-on-wireRecently I was honored to meet Philippe Petit at the IBM ConnectED conference in Orlando. I was doing a session on “Facing our Creativity Crisis” and Philippe was kind enough to sign some books and even some hammers (that will take another blog to explain).

signingPhilippe was to be our guest speaker for our Opening General Session. He was advertised as a “high-wire walker” and before the session I heard many comments about how that was going to be done in the conference venue. For those who are unaware, among other things, one night in 1974 Philippe rigged a wire between the tops of the World Trade Center towers and in the morning he spent over 45 minutes on that strand engaging onlookers with his aerial poetry.

During his talk, he shared with us the story of those first steps on that wire and what that meant to him. Additionally he shared other stories of significant wire walks and the passion, tenacity, intuition, faith, improvisation and inspiration involved in living a creative existence.

walking the wire At one point describing the first steps onto the World Trade Center wire, he had the lights dimmed and a spot light highlighted his figure. He spoke of his senses, the sounds of the city, the sights below and afar. He brought us into the moment. He described the sensation of having one foot grounded on the building and the other positioned on the wire. He had us feel what it would be like to shift the weight from the building to the awaiting and ready wire. On stage, when he shifted his weight off his right foot and stepped as if onto the wire, like all the others in the audience, I felt it.

I come from a background of technology sales and support. I’ve been a part of very significant companies developing magnificent business solutions. And I’ve been fortunate enough to represent these companies by telling our story to our clients and prospects around the world.

This was usually done by tricking out some computer with all the gadgets and features you can think of. I’ve spent days developing scripts that accompany the movements on the screen and worked to coordinate the message with the technology display. But Philippe cemented in my mind something I’ve been believing and acting on for some time. It’s not about the product, the technology or the demo. It’s about the feeling your audience experiences.

Philippe didn’t need a wire to convince us he could do it. He had the credibility of his past. When I speak of new ways to work, I really don’t need to demonstrate the product to prove it. I’ve lived it and have the personal stories to describe how liberating it is to experience a creative workday.

This isn’t to say that technology demonstrations are never useful. Sometimes we are describing things so foreign to the audience they need to see it to begin to understand it.

I’m sure that with the resources at the Swan Hotel, they could have rigged a wire across some portion of the stage to allow Philippe to show us. It would have taken extra resources. And for Philippe, as comfortable as he is on a wire, it probably wouldn’t have been an issue, BUT he didn’t need it to make us live the moment.

In his book “Creativity – the perfect crime” Philippe writes, “Place the creative act – not its attainment – in your heart. The wire-walker intent on safety deprives the onlookers of aerial poetry.”

Don’t let the demonstration of a technology be your “attainment”. Allow your great and convincing stories to be the “aerial poetry” your onlookers will remember most.

Thank you Philippe!

For those wanting to experience his story, check out his TED talk “The Journey Across the Wire” that includes the story mentioned above. Also look for the upcoming feature film “The Walk” scheduled to be released in October 2015.

Find your inner squirrel

I have a lot of trees around my home and have a great time watching the wildlife. Throughout the year I observe squirrels either hiding or seeking the food stuffs they depend on to survive. I had heard they aren’t as good as one might expect in storing and retrieving, so I did a little research and was amazed.

According to an study done at Berkley, a squirrel can remember 300-400 triangulations to locate the food they’ve hidden. In contrast, a human can only use 4 or 5 points to locate something they’ve tucked away. Maybe that’s why they say our digital folder structures should never go below 3 or 4 levels deep.

And with all of that, the average squirrel only locates 25% of what it’s hidden. What does that say about the human’s potential to find the stuff we’ve hoarded away?

So in respect to my inner squirrel, I created this post

Enjoy…and happy hunting!

The 10 Commandments of TED Talks


I recently discovered a book titled “How to Deliver a TED Talk” by Jeremey Donovan. Now for anyone unfamiliar with TED.com, I warn you…once you go, there’s no turning back. To quote Jeremey, “TED is a nonprofit organization devoted to amplifying electrifying ideas from the domains of technology, entertainment and design.” And in the process, TED has developed a reputation as a hub and home to some of the best speakers and presenters on the planet. TED talks are a maximum 20 minutes long. And some of the best are under 10 minutes. But the content and delivery is often so engaging that you literally lose track of time. That’s why I offered the warning in the first place. But I’ve never regretted a minute that I spent listening to new ideas or experiencing new stories on TED.com. Anyone familiar with TED and my material will attest that some of my best stuff is based on content originally discovered on TED. But this isn’t meant to be a TED commercial. Like Jeremey, I believe we can all learn not only from the stories, but from the storytellers.

TED has garnered its exceptional reputation by carefully selecting and vetting the talent they put on stage. And part of that defining process is what is known as the TED Ten Commandments. I had never seen them before and I recognize that a few of them may not easily translate to our own presentations and sales methods. For that reason, I’ve arranged the list in an order that I believe to be from the most relevant to our situation, down to those very specific to TED’s purpose.

  1. Thou Shalt Reveal Thy Curiosity and Thy Passion.
    If you’ve ever pitched to someone and their response was “I’m not interested”, it was because you weren’t interesting. If you’re not exciting, they can’t be. BTW…everyone in the room wants you to be interesting. So it’s up to you to deliver. Record yourself and then listen. Would you find yourself interesting? If not, rework and repeat.
  2. Thou Shalt Dream a Great Dream, or Show Forth a Wonderous New Thing, or Share Something Thou Hast Never Shared Before.
    No one really wants to hear “if Facebook were a country, it would be the 3rd largest”…unless they work for Facebook. Most everyone knows that. What your audience wants to hear is something unique…something fresh…something that makes them think.
  3. Thou Shalt Not Read Thy Speech.
  4. Thou Shalt Tell a Story.
    You can educate with data or you can enchant with stories. There are very few people who can make statistics and raw facts interesting. Jeff Jonas (an IBMer) is one of them. Chances are you’re not. Stories are data with a soul. Put some soul in your session.
  5. Thou Shalt Not Steal the Time of Them that Follow Thee.
    TED talks are at the maximum 20 minutes. We often get 45-60 minutes to share. Consider what you have to say. You may only have enough quality material for 40 minutes…or 30. Know the most important things you need to say and make sure you get those in. Consider what you are going to say and for each topic ask yourself, “Would the audience suffer if they didn’t hear this?” If not, consider those topics as the ones that can go. If you want you can ask “Would the audience suffer if they did hear this?” In that case, put it immediately on the cutting room floor.
  6. Thou Shalt Not Flaunt Thine Ego. Be Thou Vulnerable. Speak of Thy Failure as well as Thy Success.
    It’s not about you or your career or your book. I don’t care who you are. It’s about your audience. It’s probably your credibility that got you the audience. Don’t prove them wrong. Come early to the session and interact with the audience before you start. Ask them why they came to your session. Ask them what they do. Be human. Those who serve are the best leaders. Be approachable. Be genuine. Be yourself. And if your character is one that is not approachable and humble, then be in the audience…not on the stage.
  7. Thou Shalt Remember All the While: Laughter is Good.
    I’ve never heard an exiting crowd say, “That session was awful…there was way too much laughter and fun.” People want to be pleased. They want to have fun. Laughter is a good way to get an emotional connection with your audience. It’s also a 2-edged sword. It has to be genuine and not at the expense of your audience. You can make fun of yourself, but not of them. And be VERY careful about “opening with a joke”. Try it on a number of people before your session. Unless you have comedic skills, a poorly executed joke at the start can set the tone for the entire session.
  8. Thou Shalt Not Simply Trot Out Thy Usual Shtick.
    In conferences, remember that the audiences may have heard other speakers talking about similar topics. If all you do is draw from the same well, you’re wasting your time and worse, you’re wasting theirs. Think about what everyone else might be talking about and don’t talk about that. Be unique.
  9. Thou Shalt Freely Comment on the Utterances of Other Speakers for the Sake of Blessed Connection and Exquisite Controversy.
    And if you’ve heard others say some insightful things, feel free to mention that in your session. Amplifying another’s message is a high complement. If you happen to disagree with another message, go for it. But in those cases, I’ve always tried to let my colleague know I was going to disagree, what I disagreed with, and welcome them to come to the session. Be open.

And the one most specific to TED that at first glance appears difficult for us:

  1. Thou Shalt Not Sell from the Stage: Neither Thy Company, Thy Goods, Thy Writings, nor Thy Desperate Need for Funding, Lest Thou be Cast Aside into Utter Darkness.
    Before you dismiss this last one, I’ve tried this approach. I’ve found that when the story is “Wonderous” and a “Great Dream”, I’ve had audience members actually come up afterward and ask “That sounded incredible. Can I buy that?” If you’re “selling” an idea or a product and you can get them asking to “buy that”, you win.

Think about these commandments next time you are called upon to take a stage or honored with an audience. Did you just take the “usual shtick” from marketing and “read the slides”? Did you “flaunt thine ego” by arriving at the last minute and not connecting with the audience before the session began? Were you able to connect with them in such a way that there was “laughter”? Were you passionate about your “dream” and “wonderous new thing” or were you just reporting facts and features? Were you focused on the “sell” and not the “story”? Remember this; we have something to say…not just something to sell. Say it well and it will sell.

Remember this; we have something to say…not just something to sell. Say it well and it will sell.

Tips to enhance your Social “Signal to Noise Ratio”

signal-to-noiseOften people think that when you move to using social business practices, you’re just going to divert the mass of your inbox into some social stream. I was recently asked by a client for some tips (best practices) around social business…specifically around the concern for “a lot of junk showing up in the newsfeed”. Here is what I sent her.

NOTE: My response reflect how I use my enterprise social solution (IBM Connections)

Network with the people who have knowledge you can use (who you invite) or who work with you and can leverage your knowledge (who invites you).
If you go after numbers in your network, the noise level can cause issues.

Follow the people with whom you have specific relevant interest or current business need.
In IBM Connections you can network with someone and/or you can follow them. Our CEO, Ginni Rometty, doesn’t accept network invitations, so she’s not in my network. Yet I can “follow” her which notifies me of her social actions. I follow pertinent executives and I also use the “follow” feature for people on current projects that I want to keep focus on. When the project is over, I just “unfollow” them.

Tune your listening to what you’re trying to accomplish
In the “river of news” (our status updates), we can select to see the items from:

  • “I’m Following” (Updates for people and things I’m specifically following and responses to my own content),
  • “Status Updates” (From my network, people and communities) and
  • “Discover” (Updates outside my network, but suggested based on analytics, popularity, etc.)

This allows me to dial up the “signal to noise” ratio to meet my immediate interests.

If you find people or subjects too “noisy” and of little use, un-follow or un-network them.
Don’t think it’s a personal thing. It’s business. It’s your time. So use it wisely and don’t let the noise makers clutter your listening.

Use @ mentions only when necessary.
In IBM Connections, we can include an @ mention (ie. @Louis Richardson) in posts. These generate a notification to the person mentioned. This can be in the river of news or if preferred by the individual, it can generate an email notification of mention. In either case, it triggers a “look here” type action. Historic email is cursed because of these and social can likewise be abused. So change the way you communicate and only call specific attention to someone when you must….not when you can.

Change your thinking (and culture) from “Why should I share this” to “Why shouldn’t I share this”
Open conversations and sharing should be the default. Our current transaction based systems, like email, IM, etc. have taught us to limit the people to whom we send the message/answer/idea. That’s because from the receiving end, our inbox is a “to do list” that we don’t own. Social sharing is more about making information and ideas available…when needed. So sharing socially is not an imposition, it’s an open invitation.

As for what you post, if you find it interesting, it’s likely others will as well.
Again, you’re not imposing, you’re making it available. So post freely. I often post material that I think I’m probably the only one that might be interested. I do it so I can find it again when I need it. On many such occasions I’ve been surprised how many people have used and appreciated that material. Don’t try to figure out why it’s important or to whom it would be important…just put it out there to be discovered.

If you have other recommendations, please post them in the comments below. Also if you have any questions, let me know and I’ll do my best to assist you in finding the answers you need.

Speak UP! I can’t hear you

If you are a salesperson and you’re not using social OR if you’re struggling with social, here are a couple of thoughts and ideas that might help you on your way.

How Smart Are You?

CAA – (IBM) Connections Anonymous Association

imageWelcome to the first meeting of CAA. Although this is a virtual meeting, I know there are a lot of addicts like me who need to come forward. It’s said that the first step on the road to recovery is to admit you have a problem. So I’ll start our meeting:

(ME) “Hi, I’m Louis and I’m a Connections-aholic”

(YOU) “Hi, Louis”

(ME) “For most of my professional career I’ve experienced this insatiable desire to ask questions like ‘why’ and ‘what if’ and do things a bit differently. For years I sought out the side hallways of companies and obscure water coolers where I would find other ‘why junkies’ and we would share our ideas and ponder what it would be like if we could redefine processes or remove the rules.”

“Early on, like others, I tried to find a fix in ‘document repositories’. For years I was a dealer of ECM. I started out pushing lightweight doc management, like Dom.Doc, but I soon progressed to the hard stuff…FileNet. But my overindulgence of content creation didn’t offer any relief. In fact, it just made matters worse. I found myself creating content dozens of times a day and yet it wasn’t having the effect I expected. I recreated stuff I already had, I lost track of ideas, I forgot where I put stuff, my desktop became a mess…in short, I was literally losing my mind.”

“So I turned to what I thought was more of a ‘recreational fix’…email. After all, how much time and effort could I possibly waste in a conversational tool? Again, like a lot of you who know the depths of nested in-box folders and the ever pressing ‘mail quota’ monkey on your back. It soon became clear that this wasn’t meeting my cravings for creative and innovative interaction.”

“Then I was exposed to this new thing on the market…a ‘social’ substance that some guys and gals in a research lab cooked up. In the early days I started getting hits on ‘blue pages’ and ‘cattail’ (internal project names). But it wasn’t long before these lab rats added other powerful ingredients and I became full scale addicted. Its street name was ‘Connections’. For me the name made sense. It was like having all my brain synapses connected and firing in tandem.”

“I began seeing content I had never seen before. And it wasn’t the stale black and white single version stuff I had experience in doc mgmt and email. It was living, breathing, interactive stuff in full fidelity. It had the flat content I was familiar with, but it added a depth of credibility. I could see where this stuff had come from and where it had been…who cooked it up, who tasted it and what they thought about the rush. Content dealers I knew began pushing their ideas and sharing from the stashes of others.”

“And it was interactive. I was experiencing content that got better almost as rapidly as I could ingest it. And it was mobile…so I could address my insatiable questioning and drive for answers from anywhere and at any time. The previous side hallways and obscure water coolers were now at my fingertips. I could get an innovation fix anytime I wanted one.”

“And it was easier to find. ‘Communities’ began popping up where knowledge junkies would hang out and trade expertise and opinions. If you wanted to experience a ‘blog’ or ‘wiki’, it was always right there in easy reach. And it went mainstream when they combined it with my other addictions. I could get this social in ‘portal’ and ‘mail’. They even combined it with ‘FileNet’ which increased the potency of both components. I soon realized that there wasn’t a place or a time when I wasn’t a few clicks from another taste of Connections.”

“I’m Louis and I’m a Connections-aholic. It’s been mere minutes since my last social posting. I’m sorry, but you’ll have to excuse me while I hit the ‘post’ button and feel the rush one more time.”

EDITORS NOTE: I do not (and never have) condoned the use of illegal mind altering or performance enhancing substances. But the legal mind altering and performance enhancing substances, like Connections, are awesome!

For anyone interested in IBM Connections and our social business solutions, please visit www.ibm.com/social

And on a more serious note, I hope no one has been offended by this posting. But it’s commonly known that the only two industries that have “users” are technology and the drug trade.

Creativity Crisis Presentation