October Featured Designer

Over the last 12 years Kris has been helping businesses and organizations think strategically about their marketing and corporate communications. Leveraging his disciplines in marketing, strategy & branding he has served as a partner to managers and directors for their marketing and corporate communications initiatives. These initiatives have enhanced operational communications, improved brand awareness and customer retention, and have increased revenues or lowered overhead.

Kris currently owns and operates a strategic communications consultancy called BLACK, Inc. The primary focus at BLACK is to build strategic marketing communications in order to empower businesses and organizations to realize their goals. Those at Black, Inc. build solutions to help more people connect in more meaningful ways to a larger mission, purpose and brand. In addition to Kris’s work at BLACK he is actively involved in pro-bono work for a handful of not for profits organizations.

LINKS

LinkedIn:

http://www.linkedin.com/in/kristophermcneil

Work Examples:

Performance Strategies Group
Stadium Savers
Mars Hill Bible Church
Charis Community Housing
Sub-Urban Group

A Lesson from Zappos

When talking about customer service, the name that I frequently hear brought up in reference to a successful company is Zappos. Rarely do they have an unsatisfied customer because they are willing and able to do just about anything for their customers. I decided that I would contact Zappos to see if I could get any kind of information about how they have become so successful in the area of customer service. I was skeptical that a company would offer me their “secrets to success” – especially when I wasn’t a customer of theirs.

After sending one email to customer service I had a 2008 Zappos Culture Book sent to me (free of charge) and was contacted by one of the customer service managers (Rob) who offered to talk with me over the phone so that I could ask him any questions I have. I was completely blown away by the extent they were willing to help little old me.

When talking with Rob the point he stressed the most is: Zappo’s Ten Core Values. He said that everything Zappos does revolves around these values. Its not just a list on the wall of things that should be done, the Ten Core Values are what drives the company to do the things that they do. When Zappos is interviewing potential employees they have a series of questions that revolve around the Ten Core Values to make sure that the people hired will embrace the values.

Zappos is known for their willingness to go above and beyond for their customers and when talking with Rob I asked him what parameters their employees have when dealing with an unhappy customer? His answer was that all employees are given guidelines that can and should be broken if the situation permits it. The overlying reason for giving their employees such freedom is that they don’t want the customer sent around to a series of different people who really can’t help them and hours of the customer’s time has been wasted without a solution to their problem. Zappos does not want their customers shuffled around. By empowering their employees with the freedom to do what they think is best, a whole lot of time isn’t wasted and great relationships are built with their customers.

If you would like to hear first hand how Tony Hsieh, CEO, and Rachel Brown, Training Manager, feel about the Ten Core Values I found an interview done by Tara Hunt on Zappos. The interview is a video podcast that goes through each core value and why it is important to them and how it impacts the company. Only about 7 minutes long.

I have always liked Zappos, but after this experience I have become a life long fan. Another great excuse to buy some shoes ;)

Growing Up

Javascript has been in the news a bit over the past few weeks – some reasons better than others. Now, if you’re the type to subscribe to Steve Yegge’s long-winded theories, then Javascript as news isn’t a big surprise.

A few weeks ago, the folks over at jQuery generated a hubub with their recent site redesign. Coming under quite a bit of flack for associations with cowboy coders, they quickly capitulated to the cries of the masses and removed the offending elements. Personally, I failed – and still fail – to understand quite what the bedlam was all about. The jQuery team is well known for their coding ability, and a fresh redesign of the site was a huge boost for their visibility and maturity. Some will say – and many did – that maturity must preclude any sort of humor and that any show of humanity hints at adolescent arrogance. But the tongue-in-cheek image of a “Rockstar” was in no way a serious bit of bravado, nor did it affect the solid qualities of the framework.

Many detractors of the new site brandished the Boss Argument. I.E. that unsuspecting managerial types would take one look at the goofy image on jQuery’s website and dismiss the framework out of hand – regardless of the qualities therein. Bunkum and balderdash. Any manager worth his or her sweated salt will inspect their team’s toolkit on the merits of the tools – no matter the mascot.

For more on silly mascots, at the end of September Microsoft and jQuery both announced that the javascript library would be included with Visual Studio (and ASP.Net MVC). Practically speaking, this means that the umpteen millions of .Net stack developers will be exposed to quality javascript. Ideally, this means that the countless .Net applications speckled together with hand-written javascript and TABLEs will be encouraged to join the ranks of web-standard based AJAXIFIED ™ web applications.

But really, all the news, redesigns, announcements, and heated discussion mean that javascript is growing up – with the jQuery folks deserving of much of the current praise. This despite any quarrels over cartoon characters celebrating toolkits. Even Yegge would be proud.

My Social Network is better than yours

“Someone has added you as a Friend” is possibly the most repeated phrase in my inbox after signing up for a variety social networking sites a few years ago. It seems like every-time I open my inbox or check out (input social networking site here), I see a message like that with a link to confirm or deny my status with yet another individual.

If you’re like me, the first thing you feel is a bit of excitement. Not in the giddy school girl sense but in the way that everyone likes to be recognized and in some venue, valued. Depending on who you are, the next step is what defines the value of your social network.

Some of you will instantly become friends with the requester. It doesn’t matter how well you know them, or the value that person may add to your network. You either want to return the favor of announcing your friendship or enjoy your Friend/Network count to be a high number. It shows others how popular you really are.

Others may put this request through another filter by checking out how you know this person or if you don’t, if you’d like to know them. You may see that they are from the same geographical area as you, be a member in some of the same groups that you area (in real life or virtual), or possibly know some of the same people you know.

What I’ve been doing is put people through yet another filter. I put them through the,”Have I actually had a real conversation with this person” filter. To me, this is an important one and I’ve been doing this for a few reasons.

  • Information Control – With each new connection, an amazing amount of new information will follow. I know I’ll be updated with everything this person is doing from changing their profile shot to their new connections, down to what events they are attending and requests from them to possibly be a part of those (however serious or silly).
  • Trust – I want to rely on my network. If I need to hire someone new, ask for some help, or rely on them for who I should connect with next.

Putting people through this additional filter has helped me tremendously.

How to manage this

I’ll be the first to say this isn’t the quickest or easiest way of doing things. It takes some level of dedication and as you’ll see in a minute, time out of your daily schedule.

The first thing I do if I don’t know the person or know them very well is tell them why I can’t add them as a Friend/Connection right away. I tell them how important it is for me to have a close relationship with the people I know and if they would like me to add them as a Friend/Connection, we should setup a time to get together and learn more about what each-other does and what we may have in common. In my experience, most people respect this and respect me and my time more for this. For those that don’t see the importance, I probably don’t want to know them anyways.

In many cases, I’ll invite them to our office or if they’re not in the area, we’ll setup a conference call. I’ll skip the great conversations that are a result of this but needless to say, a great relationship is made and the world can quickly see our new friendship online.

You can find Aaron online at:

August Featured Designer

This month Elevator Up had the privilege to have our newsletter header designed by Rich Evenhouse. Aaron has known Rich for many years and respects his style and creative abilities as a designer. He is the go to guy for anything creative at The Image Group for the past ten years.

LINKS

LinkedIN
http://www.linkedin.com/in/richevenhouse

Image Group bio
http://www.imagegroup.com/who/richevenhouse

Design samples
http://www.kcad.edu/
http://www.internationalaid.org/
http://www.metrohealth.net/
http://www.imagegroup.com

The Hudsonville “How We Make Ice Cream” tour
http://www.hudsonvilleicecream.com/tour.asp

Screenshot portfolio
http://www.flickr.com/photos/richevenhouse/sets/72057594102085983/