Categories: People

It’s down to the people again

Posted by mattpoy on Posted in Customer Service, People, People Skills Talent, Uncategorized Tagged , , ,

I was closely watching the exchange in the US over the debt issues and President Obama supported the Gang of Six plan to reduce trillions of debt over 10 years. In a news debate on TV, the panelists claimed it was led by somebody with whom the President had a close relationship over the years. No surprise.

Now apply this to technology and to every walk of life. Despite the new platforms and tools now at our disposal, doesn’t business still get done when people make a connection with each other and find a situation that benefits both parties? Hasn’t it always been the case, and will it not always be that way? I think so.

I do enjoy the US – such good service and huge choice of everything you care to buy. Little wonder that so much innovation stems from there. It seems to have this knack of combining ideas and people to create some of the most innovative and forward thinking applications of technology.

Look at the image above. In a Brookstone store, I found this cushion; it was a remote control embedded within the softest material. Tacky in some respects, ingenious in others, but it sells! The US has such a willingness to try things, to embrace failure as a step in the right direction; as one leading author claimed, “By failing in a project or task, that is one less mistake that can’t happen next time.”

I enjoyed being a part of the Service 800 event where the theme was excelling in customer service. I had a chance to present to the group and engaged in some interesting conversations with individuals from 3M, GE Healthcare, Lexmark, Siemens and others, as well as some quite brilliant personalities from CompuCom. Some of these great people were kind enough to share a testimonial for me (see the tab above). Europe can benefit so much by watching and learning from these service experts.

Keeping IT cool

Posted by mattpoy on Posted in People, People Skills Talent, Skills, Social Media, Talent, Technology Tagged , , , , ,

Gadgets are the new cool – everyone wants the latest mobile phone, iPad 2, Motorola Xoom, Samsung Galaxy and a myriad of others. In fact, at the recent CRN PartnerConnect conference at the Ricoh Arena, where we talked about cloud business opportunities and mobility, our CEO Todd Thibodeaux brought all of these devices with him in his hand luggage and showed them to the audience, which generated a combination of laughter and interest. Todd also talked about making IT cool (http://blog.comptia.org/2011/05/09/making-it-cool/) and I would like to pick up on this.

When I present to audiences about some of the trends in technology, eyebrows are always raised when I ask about engaging our young employees and utilizing social media for business. Why? The younger generation are digital natives and they live and breath the technology that so fascinates my generation. For them, it is their oxygen, a gateway to the outside world. They also understand how it works, how it connects, and how to maximize it, so why do we push back and in some cases not allow social media sites in the office during work time. My view is that we should encourage its use, and also invite the younger generation to tell us how we can build sites to target the new generation on the platforms they are so comfortable with. That is how we can tie “cool” and “IT” together, and create a new harmony in the workplace. More importantly, by doing this we make our companies a more exciting place to work and we will attract the new generation to want to work for us. Today they have a choice, and those with the skills and talent will decide whether they want to add us to their CV. They are vitally important to our success, regardless of how cool we think our company is – we must engage them on their terms, because they are both our workforce and our customer of tomorrow.

Above was the view at the Ricoh Arena from my room when I drew the curtains in the morning. What a great idea to combine corporate hospitality suites with hotel bedrooms to maximize use of the space. Another cool.

Dubai experience

Posted by mattpoy on Posted in Customer Service, Future of Technology, People, People Skills Talent, Technology Tagged , , ,

Spent most of this week in Dubai, working with a new reseller partner to help grow the region. Only two blog posts ago, I talked about companies’ ‘secret weapons’ and this team is impressive. They surrounded us with a circle of dynamic and motivated individuals who are chomping at the bit to make a difference. I sense this partnership will do well, they are keen to succeed. I also had the most pleasant check-in experience via Emirates Airlines. I checked-in myself, printed my own luggage tag and boarding card, all at a kiosk and weigh-in counter utilising the latest technology – quick, effortless and impressive. We can all learn from this experience – I felt it was the best customer service, I had to do it all myself, yet it was more satisfying when it worked.

Secret Weapon

Posted by mattpoy on Posted in People, People Skills Talent, Skills, Talent Tagged , ,

I love David and Goliath stories and so I was immersed in a story about independent bookshops that are bucking the trend and doing well against the giants of the e-tailing world. How? By putting to effective use their secret weapon: PEOPLE. Individuals with the specialist knowledge, people skills and personal touch to make customers want to go in and buy books, even though they are almost always cheaper online. Brilliant and encouraging for every small business.

Connecting Points

Posted by mattpoy on Posted in Connectivity, People Tagged , , , ,

How many connectors/sneezers/influencers know about your product? These individuals act as hubs in successful networks and get the word out faster than any means. You are much wiser being connected to a handful of these people that hundreds of random individuals. Also, conventional hierarchies may begin to change and companies led or guided by these freelance influencers. Who can you “employ?”

Crowdfunding – a great enabler

Posted by mattpoy on Posted in Future of Technology, People, People Skills Talent, Talent Tagged , ,

This is Tan Thi Nguyen. She lives in Vietman and runs a shop that sells the fresh meat of pigs. I am supporting her. Through Kiva (kiva.org) and their technology, I have become a lender to a number of small businesses around the world. Lending upwards of $25, it makes such a difference to people in Peru, Vietnam, Cambodia. So easy to do, so fulfilling so see the difference 3 computer-clicks can make. The Kiva record is impressive, over 220,000 loans valued at more than $163m and a repayment rate of 99%. As long as I am standing, I will be doing this.

Backwards to go forwards

Posted by mattpoy on Posted in Future of Technology, People, Social Media Tagged , ,

Followed an interesting series of articles/videos/conversations around networking and the “new” Twitter. In conclusion I agree with Seth Godin, who said there is little value in building large numbers of followers. It doesn’t benefit them and it certainly adds almost nothing to your objectives. What you need to do, and I agree, is find the 10, 20, 25 people who are key to your network; the influencers, the one-percenters, the sneezers, call them what you will, who have an impact in your career, decisions, network and future. The people that make things happen. Doesn’t that sound more managable?

Teachers

Posted by mattpoy on Posted in Education, People, People Skills Talent, Skills, Talent Tagged , , , ,

The students of a very bad teacher will learn, on average, half a year’s worth of material in 1 school year. The students in the class of a very good teacher will learn a one-and-a-half year’s worth of material. That difference amounts to a year’s worth of learning in a single year. Teacher effects dwarf school effects: your child is actually better off in a bad school with an excellent teacher than in an excellent school with a bad teacher. If you rank the countries of the world in terms of the academic performance of their schoolchildren, many countries could climb the ladder simply by replacing the bottom 6-10% of public-school teachers with teachers of average quality (Jack Welch tells us to do this in our companies every year). After years of worrying about issues like school funding levels, class size, and curriculum design, many reformers have come to the conclusion that nothing matters more than finding people with potential to be great teachers. Summarised from Malcolm Gladwell’s excellent new book ‘What the Dog Saw.’

India agrees, employee satisfaction first

Posted by mattpoy on Posted in IT Service Provider, People, Skills Tagged , ,

With a population of 1.1 billion people, it is reassuring to hear Vineet Nayar, CEO of leading IT services company HCL, place such importance on putting employee satisfaction first. He said, “If an employer doesn’t get it, then individuals will simply go and work for someone else.” I say, the holders of the intellectual assets will wield the most power, yes, those with the skills.

Our new currency, our ‘stock market’, is made up of human resources. If we don’t have the skills on board, the technology will not work by itself!