Fwd: Brian Solis: How to keep your customers satisfied

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From: SmartBrief on Leadership <leadership@smartbrief.com>
Date: Fri, May 31, 2013 at 10:30 PM
Subject: Brian Solis: How to keep your customers satisfied
To: profjorge.entrep@gmail.com

How to learn to read a room | 5 ways to give criticism more effectively | Google chairman gives businesses access to Obama's data team

Created for profjorge.entrep@gmail.com | Web Version

May 31, 2013

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How to learn to read a room
The best and most seasoned executives are able to walk into a room and instantly read the social dynamics at play, says systems therapist David Kantor. That allows them to recognize how to defuse tensions, get everyone pulling together and boost their team's productivity. Fortunately, Kantor says, reading a room is a skill that can be learned if bosses spend some time focusing on the structural dynamics of conversations and social interactions. Strategy+Business online (free registration) (5/28)

5 ways to give criticism more effectively
It's tough to give criticism in ways that don't simply cause the target of your feedback to shut down and stop listening, writes Kevin Daum. To criticize people more effectively, pick the right setting and moment, be clear about what you're trying to achieve, and do your best to set out the problem clearly and let the person recognize what's gone wrong. Inc. online (free registration) (5/24)


	Consider your exit strategy in emerging markets It may be easier to get in than it is to get out

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Google chairman gives businesses access to Obama's data team

Google's Eric Schmidt helped put President Barack Obama back in the White House by working to recruit his data-analytics team and develop the "get out the vote" and ad-buying technologies used by his campaign. Now, Schmidt is starting a consulting group, Civis Analytics, which will help companies to tackle strategic and logistical challenges. "Businesses are full of A/B choices -- do I put my money over here or over there?" Schmidt says. "With these modern data tools, you can figure it out." Bloomberg Businessweek (5/30)

In hospitals, Big Brother is watching you wash your hands
Hospitals are always trying to better remind frontline workers to wash their hands before treating patients. Some nurses are issued with Bluetooth-like badges that discreetly vibrate if they fail to wash thoroughly enough; other hospitals point motion-activated video cameras or give workers soccer-style red cards to issue to colleagues who forget to scrub. "It's a way to communicate in a nonconfrontational way that also builds teamwork," says Brian Koll, chief of infection prevention at Beth Israel Medical Center in Manhattan. The New York Times (tiered subscription model) (5/28)

SmartBrief Readers: Get Connected with OPEN Forum
OPEN Forum is a community where you can exchange advice with other business owners to help you make smart decisions. Explore tools, links and other recommendations by members, who also share why these resources have been so helpful for their businesses. Click here to join.

Innovation and Creativity

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Innovation is a leap of faith, says former Corning CEO
Most of the time, innovation comes to those who are willing to take a leap of faith and not be easily dissuaded, says James R. Houghton, former chairman and CEO of Corning. "I think it's just having faith in the future and being able to say to yourself, 'We don't know what's going to happen but if you spend money on research, something good will happen and therefore it's worth doing,'&bnsp;" he says. The Editorial (5/29)

CSO Insights: A Sales Rep's Digital Admin
CSO's predict sales success will be dictated by increasing efficiency and effectiveness of their sales teams. Closing, processing and fulfilling orders takes about 50% of the time to get to a yes. Learn how advances in CRM 2.0 technology will optimize this aspect of selling. Download the free white paper now.

The Global Perspective

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Sporting leagues vie to win over Chinese consumers
The National Basketball Association, the National Football League and the English Premier League are working overtime to win over Chinese consumers. Still, persuading the country's 1.3 billion residents to pay money to watch foreign soccer and baseball teams won't be easy. "Everyone looks at China and their population and they say, 'We have to be there,' " says consultant Sean Chu. "But, when you get there, how are you going to make your money? This is a much more complicated question." Knowledge@Wharton (5/28)

A rare look at the management style of al-Qaida
An internal memo found in an abandoned al-Qaida safehouse in Mali reveals that the regional chiefs of al-Qaida's North African branch were frustrated by terrorist Moktar Belmoktar's inability to submit expense claims, show for meetings or answer his phone. The classic management battle has had a tragic real-world effect: Belmoktar split from al-Qaida and has overseen multiple deadly attacks this year. The Associated Press (5/28)

Location Matters in Today's Retail Landscape
Location analytics helps retailers sift through a sea of big data to bring customers the products and services they need.
Retail IT Magazine, by Simon Thompson

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How to keep your customers satisfied
It takes vision and a sense of corporate identity, not just technological or strategic fixes, to win over customers and earn their continuing loyalty, writes Brian Solis. "The future of business starts with defining the desired customer experience you want people to have when they think of your brand and when they use your product," Solis writes. SmartBrief/SmartBlog on Leadership (5/30)

Measure the Effectiveness of Your Data Privacy Program
This free Forrester report outlines the importance of privacy to enterprises, consumers, and the impact of worldwide regulations on the ecosystem. Moreover, it outlines Forrester's framework on how they define the data lifecycle model, and a helpful checklist on metrics to measure the effectiveness of a privacy program. Download the free report now.

Daily Diversion

Vegetarian taxidermists offer guilt-free trophies
Love the idea of having mounted animal-head trophies on your wall, but hate the idea of shooting things? Vegetarian taxidermist Sharon Thwing has you covered. Thwing creates stuffed, wall-mounted heads using scraps of brightly colored fabric and aged-wood "antlers." The Rumpus (5/28)