SAMBA Yearbook

Many of you know that I've spent the last six
months participating in Seth Godin's Alternative MBA Program.
 It's been an incredible experience; one that has changed the way I think
and the course of my life – I have met fantastic people, worked on fascinating
projects, contributed to a great blog, and most of all, learned from a master.
 I'm incredibly grateful to Seth for the opportunity.

Seth - picture

For me, this picture epitomizes the SAMBA experience.  Seth, soaking wet after a brief swim in the
Hudson, doesn’t miss a beat, and continues, paddle in hand, teaching us life and
business lessons.  Not reading to us from
a textbook, but rather sharing from his own experiences while creating
experiences for us.

Nothing about SAMBA has been conventional. From the interview
process to the limited edition MacLeod diplomas, Seth made sure this was nothing
like a traditional MBA.  For starters, we
spent as much time working on actual businesses as we did talking about
business. We learned that the ability to execute on an idea is much more valuable
than just coming up with an idea.  We
learned how to fight the resistance and how to be brave.

And, Seth showed us by his actions what it means to live a truly
generous life.

So, Clay, Susan, Al, Rebecca, Alex, Ishita, Allan, Emily and of
course Seth, thank you!  This has been
amazing. Each of you have a special place in my heart and a place to stay in Colorado
if you ever want to come skiing.

Thank you, Seth, for turning the MBA experience on its head. I,
along with the rest of SAMBA 2009, am eternally grateful.

Illic est haud refragatio – SAMBA 2009

Using a social media framework to grow your tribe

It takes two things to have tribe: a shared interest and a way to communicate.

When
you gather people together with a shared passion and give them the
tools to communicate – amazing things will happen. People are
incredibly inventive and you'll be surprised and delighted by what
occurs when you just give people a way to connect.

The tendency is
to focus on leveraging the tribe to make it grow. But I've found that
giving the tribe ways to turn their shared interests into passionate
goals and providing them the tools to tighten their communications are
the most effective ways to strengthen the tribe.

The following
framework has been very helpful to me when working with clients on a
social media strategy to help them build and grow their tribe.

(My original inspiration for this framework came from Chris Brogan's post here. Chris is a rock star and if you don't read his blog already, you should.)

I describe a social media framework as having four main components. A listening station, passports, embassies and a home base.

Listening Station
The
listening station is where everything starts. First you have to know
what is being said about you throughout the web. A well equipped
professional listening station will include tools from companies like Radian6 and Scoutlabs. The truth is you can get pretty much everything you need with free tools like PeopleBrowsr or Tweetdeck and Google Alerts.

Example:
Currently, I have google alerts letting me know every time someone
posts something about me online and I use PeopleBrowsr to for real time
monitoring for mentions on twitter, YouTube and facebook.

Passports
Passports
are profiles you'll want to have so that you can easily take part in
conversations that you may pick up on with your listening station. You
want to have passports in place for all the major social networking
sites, even if you don't think you're going to engage in all of them.
You want to make sure that if a conversation starts that you would want
to be part of, you already have your profile in place. Later, we'll
talk about how your fans can use their passports to help spread the
word about your tribe. And sometimes you'll decide to turn passports
into embassies.

Example:  Even though Seth doesn't use twitter actively, he does control @sethgodin.

Embassies
Embassies
are microsites on  social networks where you are actively engaged. Just
like a country does business in embassies located in other countries,
you will fully engage in conversations in your embassies on other
networks. The most obvious examples of an embassy is a Facebook fan
page. Increasingly my clients are setting up full fledged embassies on
Twitter as well. Your interactions in your embassy will be split
between actively engaging people and gently nudging them towards your
home base.

Example: AT&T engages actively with customers, answering questions and providing support on their facebook fan page.

Home Base
Your
home base is where your true fans gather. For some people like Seth and
myself, this is a blog. But many of my clients are taking this to the
next step and have a full featured community for their fans to engage
in.

Example: Dan Miller's fans connect with Dan and each other at 48 Days.

The free prize
Once
you've got a tight tribe you'll find that with very little
encouragement the members will take their own passports and go out and
become evangelists sharing your message with their sphere of influence.

Example: Justin (someone I don’t know personally, but would like to
consider a member of my tribe) sent a post of mine to his friend
Maureen (another person I do not know, yet a potential future tribe
member).  Maureen then posted a link to my blog on her blog/home base: maureencrisp.blogspot.com

Added bonus of the social media framework

Having this framework in place makes it much easier to know what to do when a new social network appears.

(Disclosure: PeopleBrowsr and Dan Miller are my clients)

The revolution will not be televised

Tonight, while CNN.com told its visitors about the end of analog TV, they've quietly confirmed their own irrelevance by failing to report on another revolution…the one in Iran. 

Meanwhile on twitter, YouTube and Flickr, the revolution is being reported, not by the media, but by the people involved.  And the world is watching it unfold, tweet by tweet, picture by picture, video by video.

Seems Gil Scott-Heron was right when he said, "The revolution will not be televised"…little did he know it would be on twitter.

Iran 

Photo Credit

How to save the publishing industry

Traditionally, what a book publisher brings to the table is two sets of relationships.

1. Relationships with the people who buy books…the middle men (not the readers).
2. Relationships with the people who review books…the editor of the Times book review section.

There's a problem with this. Books are now being bought
directly by the readers, increasingly online from sites like Amazon.
The readers are increasingly being influenced by a different type of
reviewer. This reviewer doesn't write for the Times, she writes for
herself, and her blog audience.

There's a huge opportunity here. The question is who will figure it out first? The authors or the publishers.

We all agree, that successful authors have nascent tribes. The opportunity lies in connecting authors with their audience.

Authors make the bulk of their income from their advance.  If a publisher wants a successful author they offer them a larger advance than their current publisher and there's a decent chance the author will walk.

But, what if the publishers
actively helped their authors build tribes online? They'd be doing the authors a huge service and no
author could afford to leave their publisher, because they'd be walking away from their tribe.

If the publishers don't help the authors do this, the
authors will start doing it themselves.  And once they've developed their own tribe, what do they need the publisher for? I believe that publishers are in the
perfect position to do this, because authors are used to the publisher
brokering these relationships and most authors have no idea where to
start.

At this point, the publishers by and large don't get this (with the notable exception of Hachette). A couple of
months ago I received a referral from a publicist at a large NY publishing house who wanted
me to help one of her authors build his tribe (on the author's dime). What most publishers still haven't
thought through is that they should be the ones building the communities (so they own the tribe).

If publishers helped their authors build and serve their
tribes they just
might save the publishing industry.

The starfish, the spider and the orchestra

MusicParadigm011 Ori Brafman and Rod Beckstrom, in their book The Starfish and the Spider, make a
compelling argument for the power of leaderless organizations. They
point to examples like Al Quieda and Alcoholics Anonymous to
illustrate how much can be accomplished when a network is left to its
own devices without a centralized command structure.

Today I had the opportunity to sit in an orchestra. It was
an incredible experience. At one point the conductor left the stage and
asked the orchestra to play a piece without him. Each group of
musicians responded to those around them and the result was beautiful.
Was it better with a conductor. Perhaps. But I was amazed at how well
the orchestra played without one. The point is they didn't need him up
there to make great music, but he was able to bring out the best in
them.

That's what a great leader is like.

Could this be the future of advertising?

A few days ago, Chris Brogan posted a video on his blog featuring his daughter and a bag he'd received from one of my favorite companies, the "They'll fight over it when you're dead" bag makers, Saddleback Leather Company.

How much more effective is this video than any banner ad or commercial they could buy?

The key here is that Saddleback Leather has a great product and an even better story. It's the kind of story that Chris loves. And more importantly, it's the kind of story that Chris' readers love. And Chris has a huge permission asset that doesn't mind being told about products that Chris loves.

Perhaps this is the future of advertising. The self selected endorsement.

P.S. I've got a Saddleback Leather bag as well, it was a gift from a client…it's amazing and it smells as good as Chris says it does.

Questioning assumptions

A few of us in the SAMBA program have spent the last week stumped by a puzzle created by thinkFun. The puzzle is brilliantly designed to force you to look at it a certain way, to make a set of assumptions. We spent hours following what appeared to be the rules. But, only by questioning those rules and challenging your core assumptions are you able to solve the puzzle.

Many assumed that people wouldn't buy shoes online. You had to go to a shoe store because that was the only place to try shoes on. Tony Hsieh questioned those assumptions, added free shipping both ways and a one year money back guarantee. It changed the way people looked at buying shoes and Zappos was born.

By questioning our basic assumptions and changing the way we look at a problem we can often uncover incredible opportunities.

What to do if you don’t want to compete on price

How would you like to have raving fans, who'll drive hundreds of
miles to your stores to pay higher prices than your competitors charge?

REI
has stores like that and I love to buy from them. They have great gear
and knowledgeable staff (who actually use the gear). But they don't
always have the lowest prices. In spite of that I go out of my way to
buy from them rather than their competition.

Why?

Here's why:

IMG_0874

That's right. A 100% satisfaction guarantee, no questions asked, for as long as you own the product.

I
have a friend who went into an REI store with a tent he'd purchased
over a decade ago. He wanted to order a replacement pole for one that
he'd lost. They told him they couldn't get one exactly the right size.
So they gave him a brand new (and better) tent.

Did they lose
money on that transaction? Absolutely. But, they understand the
lifetime value of a customer. And they understand that outdoor lovers
talk.

The cost of a tent was a small price to pay for the number
of people who've heard that story since it happened. REI's customers
think they'd be crazy to take the risk of buying from someone else.

What's the story your customers are telling themselves?

Giving your customers an “us”

A few days ago, I wrote about how we don't make our decisions alone…we make them
as part of a tribe. We're highly influenced by those around us.

What some really smart companies (or their customers) have figured out, is you can give people an "us" to be part of.

Does
Apple sell a better personal computer? Yes, but you're also becoming
part of something larger when you buy a Mac. You're joining a movement
(and Apple sells the tickets).

The same is true for a Jeep or a Harley Davidson.

And your local church or synagogue.

And a Ted Dekker novel.

Do your customers have something to be part of?

I vs. us

For generations marketers have used polling to figure out why people buy.

There's a problem with this. Polls often assume we make our decisions alone.

But
we don't make our decisions alone. We make them together. We live our
lives in a glass polling booth, where almost every buying decision is
influenced by the decisions of those around us.

And we like it that way. We like being part of something bigger than ourselves.

When you're trying to figure out how to sell me something. Don't just think about me, think about us.