Liz Strauss.com

Does Your Web Presence Raise Your Credibility?

Liz Strauss — Wed, 18 Aug 2010 12:04:31 +0000

Is It Time to Get a New Look?

I’ve always been a bit frivolous and uninvolved with fashion. I like nice things, but I don’t like to spend time acquiring them, maintaining them, or thinking about the right thing to wear. Yet, I know that the right look in what I wear can send a message to a roomful of people who’ve never met me. What we wear can quietly and powerfully underscore our identity or lead folks to wonder whether we’re making a statement of some sort.
Some extremes of this might be …

A woman who regularly attends the jeans and t-shirt geek parties consistently choosing against her fashion jeans to wear a black dress and pearls makes me wonder she might be trying to point out her differences rather than find ways to connect with the people in the room.
When a guy’s hair is dyed a color so unusual that I have to fight to see the face beneath it, I wonder what he doesn’t want me to see.
When I’m in a room of highly fashion savvy people, I start shrinking a bit and wondering what other cool things they know that I don’t.

We have a way of knowing which group someone belongs to by checking their t-shirt against our own. If the way someone is dressed looks familiar and to our taste, we immediately credit that person with similar intelligence and like experiences. Those similarities lead us to listen and trust more.

We sort with our eyes before anyone even says a word. We assume a person’s visual presentation reflects his or her choices, values, and intelligence. We gravitate toward people who choose as we expect. People who look like who they are and what they’re saying get our trust more easily. When the clothes and the conversation don’t match, we go with what we see.

Blog Design Communication

Online, we project the same presence and gain or lose the same instant credibility in the way we “dress” and design our blog. A blog design can change the tone and meaning of what people take from our words.

Does a new blog design change my thinking? Of course not. But it does underscore my values before I even talk. In that way, I’m more likely to be seen, heard, and understood. The message people take is more likely to match the message I send.

When your look is working for you, you don’t have to work so hard.

Being congruent in that way makes it easier for folks to trust what we say.

Does your look make communication easier?

Liz Strauss
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Irresistible Is the Only Option

Liz Strauss — Tue, 20 Jul 2010 13:09:11 +0000

It Hasn’t Changed

In 2002, Seth Godin defined remarkable as companies who created new ways of being highly successful at traditional businesses. That same year, Malcolm Gladwell’s classic “The Tipping Point” underscored how little things can make a BIG difference, but most everyone missed the huge point on page 98 – which explained why remarkable isn’t enough. In subsequent years, Godin, Gladwell, Joe Calloway, Keith McFarland, Michael Garber have all taken on the idea of what makes an extraordinary business. Tom Peters is re-releasing his wisdom on the subject.

Being irresistible is a decision. Done well, it’s a complete strategy.

Irresistible businesses are those who build great relationships. They constantly

Remove what customers don’t want.
Enhance what customers love.
Add something unexpected customers would die for.

Irresistible is the only option. The opposite of irresistible is irrelevance and invisibility.

What makes you irresistible?

Liz Strauss
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What You Need to Know to Grow a Business …

Liz Strauss — Tue, 15 Jun 2010 13:20:10 +0000

It Hasn’t Changed

What you need to know is simple …

Know who you are.
Know what you you value.
Know who values that too.
Know the language to communicate the nuance of what you’re saying.
Know the culture into which you are reaching.
Know the tests you expect people to pass and how you pass them.
Know the difference between numbers that are growing and numbers that are inflating.

It’s that easy.

Liz Strauss
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Why I’d Date Endless.com

Liz Strauss — Thu, 15 Apr 2010 15:21:20 +0000

If You Haven’t Changed Your Website in Years …

Lots of commercials these days tout the advantages of dating sites. I’m wondering whether some companies ought to join one or at least watch the commercials. The commercials talk about how to find a perfect match, someone who

understands my needs
shares my values
is as intelligent as I am
cares about me

and so on. You get where I’m going.

The last commercial I saw showed first dates — one person telling another something that the other had no interest in.

“And in the nut family, I love cashews.” Perhaps your perfect match is a nut.

“I’m the smartest guy in the world.” And also the most self-involved.

Who wants to date people who only talk about themselves?

In fairness, many of us do some of that when we’re nervous or feeling out of our depth in strange surroundings. But we should do a little better when we’ve had time to prepare.

I would hope that when we’re putting up a website we think about the people we’re talking to …

Why I’d Date Endless.com

Some websites are like the people who talk only about themselves. Great websites are like great dinner companions, they are interested in the folks who come to share time with them. They speak to the people who visit in easy conversational language and make it easy to hang around. The best website I’ve seen lately is endless.com

I would date Endless.com Look at all of the ways they make their site easy to spend time with …

They talk TO Me and don’t talk too much.
They talk about what I care about … Free shipping. Free returns.
They remember details about me … up at the right, I can see what I saved from a past visit. I don’t have to remind them or go searching.
They’re seductive … Indulge … Tempt yourself … Save $20 ….
They ask me what I think.
and their good looks don’t hurt

Endless makes me feel like they know what makes my life easier, faster, and more fun. The tracking of product from my iPhone was a breeze. I’ve quit other shoe sources online and off. [no disclaimer needed / I am just a customer.]

Click through on the screenshot to see even more, including how they let me sort product my way.

But seeing this might lead you to go check your own site. Is your website all about you?

Liz Strauss
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How Do You Bring Yourself and Other People to Your Blog?

Liz Strauss — Fri, 09 Apr 2010 15:40:41 +0000

It’s about People and Experiences

This week in a lovely conversation with the Community Roundtable, I had the opportunity to ask questions about blogging and how blogs still fit into a serious social web presence. The question that came up often and in many ways was …

How do I get ideas to write about on my blog?
It used to be hard for me too. Then I realized that I was taking my own writing more seriously than I need to. A blog is a chance to share our expertise and our thinking, but it’s also an opportunity to show what we’re learning and exploring and that’s often easier that putting out there what we already “know.”

So when I’m looking for new ideas, I …

have conversations and really listen for other points of view. New points of view often get me thinking and pose ideas that I want to explore further … on my blog.
step outside the group of people I usually talk with to see what folks in other industries and verticals are doing. Looking at their best practices gives me a new way to look at what we’re doing. Often I walk away with a new view of where we’re going and how to solve a problem or how to rearrange an issue that I might want to share.
read my archives for things I’ve talked about in the past. Often I’ll find I still care about those subjects, but that my understanding has grown. I’ll bring out those ideas again and talk about what makes the difference now.
look for the heroes around me. So many people are doing great things I admire. I’ll write about them and what makes them worth raising up as a model of where I want to go.
write about a question that has been bothering me, take a stab at an answer then, reach out for folks who might be reading to help me out toward a stronger view.

These are just five ways that “blog my experience.” Writing gets tedious, if I just put information out there, because I know that information exists elsewhere and is probably packaged better. If I bring myself, other people and our experiences to my blog, I can involve my brain, my heart, and my vision of the world. The result is a unique combination and connection to the information that no one else can offer. And the folks who like it come back to see how I do it next.

How do you bring yourself and other people to your blog?

Liz Strauss
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How Not to Talk to Customers When Something Goes Wrong

Liz Strauss — Mon, 22 Mar 2010 15:01:49 +0000

I’m a Person Talk to Me Like One

This morning my big blog is down and has been for two hours. I put in a support ticket to ask for some help.

This is the response I got …

We are currently experiencing intermittent latency in our Chicago network due to an issue with an upstream provider that may manifest itself in other datacenters based on the route taken through our network. Please stand by and we will let you know as soon as we have news or as soon as the issue has been corrected. At this time we do not have an ETA.

Thanks,
______________________

Senior Server Support Engineer
Layered Tech
https://layeredtech.com

Here are a few things about that response that don’t inspire me to be on their team about this situation …

That 32-word sentence that basically implies that “it’s not our fault” sounds like they’re trying to avoid owning the problem.
The second sentence that “we’ll let you know when we have news” sounds as if my inconvenience means nothing to them.
Note that the fact that business is halted because of their problem isn’t mentioned.

Customers are people, not users, not eyeballs, not computers at the other end of network. We pay you to care about our business. It’s nice when you talk to us as if you might know that. When you do, we can understand that problems happen and that stuff goes wrong — you make a customer fan. When you don’t a problem can become something made worse by the fact that you didn’t seem to care.

A great response to win support and understanding might have said something closer to this.

Hi!
We’re sorry that a latency in our network is affecting your site. It seems to be an issue an upstream provider and we’re doing everything we can to get the issue corrected and get your site back online as fast as possible. We appreciate your patience while we get this sorted out.

Thanks,
…..

When something goes wrong, if you want folks to hang in there with you. Let them know that you’re working for them.

_________
Just received this UPDATE via email

EVENT UPDATE 22-MAR-10 10:00 CDT: At this time our Network Engineering team continues to work to resolve lingering issues which are impacting connectivity in our Cedar Falls location. The Chicago network is largely stabilized, but customers with services in both Chicago and Cedar Falls may be experiencing sporadic issues.

You may continue to watch http://www.ltstatus.com for news as it happens.

The update information most certainly helps. But the omission of concern for those affected still stands out.

Liz Strauss

Attract New Clients Immediately

Liz Strauss — Mon, 14 Sep 2009 14:15:30 +0000

Irresistible Opportunities Are Built Not Discovered

A while back someone — Let’s call her Cindy — asked my advice about when to pursue what had become her business passion. We discussed ways that she could build a client base that would ensure her income to replace what she’s been used to collecting from the job that she would leaving.

Cindy had done a pile of right things to set a concrete foundation.

She had spent a year using every minute of free time being a saturation learning. She got to know the business that is her passion. She watched the key people, read their blogs, and used the tools they recommended.
She went to conferences and built a network that served her a support group for personal development, business advice, and current trends.
She worked with pro bono clients and friends to build experience and to gain powerful personal information about what energized her and what she unique benefits she could bring to projects and problems that needed solving.

By the time I talked with Cindy about establishing her private practice all she needed was coaching in how to immediately attract clients who love her work. We identified, defined, and discussed this set of specifics:

how her offer is a investable client opportunity
how to frame her opportunity in terms of benefits — show how it meets a deep need or urgent desire
the unique and powerful return on investment she offers
how to negotiate from the client side of the table

About a week after our conversation, I got this email.

Liz!

I just landed my first client on retainer!

Sure, I’ve had other clients up until now but it has been a lot of BARTERING…and now I’m making the leap into accepting money.

This is awesome!

Thank you so much for your counseling by phone a couple of weeks ago.

It made my day.

I’ve put together a pilot program that I’m testing in Seattle next week. I want to help get good folks back to work. Click the title to see more information.

Liz Strauss: Authentically Attract Clients Who Love Your Work

If you’d like to bring something like it to your city, please contact me a lizsun2 @ gmail.com I’m not certain how long I can hold the prices quite that low, but I’m committed to doing the best I can.

I want to get more emails like that one.

Liz
Work with Liz

50 Blue Feather Association Tweeters and 12 Associations Who Tweet

Liz Strauss — Sun, 19 Jul 2009 16:21:17 +0000

A few month’s ago Lonnie Hodge wrote about Blue Feather Tweeters.

So, I thought “How about a list of the top 20-30 nicest people to meet and tweet on Twitter?” Here are my first picks for Blue Feather Friends – who actually talk to you….

It inspired me to make a list of my own.

Now we’re working on a project for a new iteration of our conference called SOBCon Hands-on Associations. I’ve been listening to association tweeters who talk about what’s going on in that most interesting space. I thought you might want to know who I’ve found to follow. Certainly these aren’t nearly all of the dedicated people in the association conversation, but these are ones I suspect wouldn’t mind a new person asking a question.

A Few of My Blue Feather Association Tweeters

@sweet sue Susan Kuhn Frost is the on-the-ground planner of our D.C. event.
@jeff hurt Jeff is helping us with the blog and the content. He’ll be there too.
@JoanEisenstodt A brilliant and generous consultant who has helped us tune our ideas.
@lizstrauss I’m putting myself on this list because I’m studying everyone else who’s here and have been for quite a while.
@kwells2416 Executive Director of an NGO that really cares about partner violence. Fabulous sense of humor and incredibly smart.
@JessicaLHansen Jessica is the real deal in the world of PR for associations.
@ekeating Content specialist with the Software Information Industry Association. — Knows what’s that.
@HansRuinemans Founder of Professional Speakers Association — Cuts Crap. Creates Insights. Inspires Souls. Heals hearts.
@ScottKelby Started the National Association of Photoshop Professionals — gives great tips
@DeirdreReid Seeking exec level position in the association space.
@tcar Todd Carpenter of the National Realtors Association, Chicago.
@tapangarg Chief Catalyst at the CIO Association of India.
@maddiegrant Association/non-profit blogger. Parter at SocialFish.
@lindydreyer Chief social media marketer and association nerd at SocialFish
@Mike Kujawski Marketing and Social Media Strategist for Government, Non-Profits, and Associations.
@DrDavidBallard Head of Corporate Relations and Business Strategy at the American Psychological Association
@saltzberg Association maven
@pinnovation Jeff De Cagna — innovator, thought provoker in the Association space.
@AvenueZ Beth Ziesenis, association groupie, speaker, a cool writer chick.
@Peggy Hoffman Association management is her thing.
@ewengel Elizabeth Engel, CAE, association managment and blogging.
@jamienotter Works with associations to raise their power..
@markbledsoe An association exec and blogger.
@scathcart Stephanie Cathcart is the Public Affairs Professional for the largest Small Biz Association – NFIB
@dswon Darcy Swon Soon to be Pres of the Iowa Chapter of the American Marketing Association.
@JudMod Woman born to partner. Global Alliances, Neighborhood America. President, Association of Strategic Alliances.
@BoardMagic Sheila Martin, Social Entrepreneur w/ biz focus in Association & Nonprofit Management
@MarylandADAKatie Jones twitters for Maryland Automobile Dealers Association (MADA) –the statewide association of new car and truck dealers in Maryland.
@ShelleRoseCharv Shelle Rose Charvet is President of Canadian Association of Professional Speakers
@KarenBrown Consultant and conference planner
@rgbroitman Web Publisher for the National Wildlife Federation.
@Reggie Henry Director of Tech at ASAE and always smiling.
@KnealeMann He makes associations and friends grow by knowing him.
@christytj CAE exec, AAUW, author, blogger
@StephenPeeler Association management consultant.
@PeterHutchins Charming, funny, and graciously good humored.
@ltwhite Leslie White, a risk management specialist who works with associations and nonprofits.
@MichaelMcCurry Creative thinking event planner from my neck of the woods.
@mmcallen His energy is beyond inspiring … It’s contagious!
@ljunker An association writer, editor, and source of information. .
@scottoser Great combination — publishing, associations, and multichannel marketing.
@sgiarde Sandra Giarde – A GenX Association Executive.
@shifted Another Chicagoan, this one is shifting the American Library Association
@krash63 American Heart Association
@renatosogueco Avid technologist for the floral industry and association
@jkhewett Julie does Association management and events services
@AnnikaStensson National Restaurant Association’s media relations director
@iawife Sandy ks the President and Founder of the International Association of Women in Family Enterprises.
@brianjohnriggs Consultant to associations, Director of Business aat AssociationHQ
@siddNullus master of the Xtreme Bowling Association!

And 12 Associations that tweet

@NAPP_News The National Association of Photoshop Professionals
@NAFSA Association of International Educators
@Loyalty360 Loyalty Marketer’s Association
@AAAnews official twitter channel off the American Automobile Association
@AICR The Association for International Cancer Research
@SMEI Worldwide Professional Association for Sales & Marketing
@ChicagoIMA Chicago Interactive Marketing Association
@AAEteachers The Association of American Educators (AAE) is the largest national, non-union, professional teacher association.
@RetailBC British Columbia’s retail trade association
@IABC International Association of Business Communicators —
@AssnMediaPub association publishers, communications professionals and the media they create
@ASHAWeb American Speech and Hearing Association

Of course before we talk, it’s always a good idea to listen first. Then do tell them I said, “hi.”

Feel free to add the Associations and Association Tweeters you know

Liz Strauss
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What Do You Expect I’ll Say When Folks Ask Where To Host Their Blog?

Liz Strauss — Mon, 08 Jun 2009 13:44:55 +0000

Seven Days without My Blog

It’s been seven days since Successful-Blog.com went down. And it still doesn’t work now.

If you visit you’ll see what appears to be a working blog, but it’s not.

The issue isn’t nearly so much the code or the database as it is that folks reading the messages that explain what’s going on. The system they’re using is based in support tickets meant to keep conversation focused and to a minimum. Unfortunately, some things are not well explained in writing.

The fastservers.net team hosting my blog seems to have decided that because I opted for a managed account that I have minimal credibility. No one listened long enough to find out.

Instead they told me:

fill out a support ticket (I already had)
you can’t have access
we don’t service applications

As a result, attempts to locate and fix the issue have been more difficult because the support team draws lines around their job.

SEVEN DAYS and No action that says they want to be sure they’re not part of the reason my blog is still down.

Some folks go ballistic when a site is down for 7 minutes.
I’ve remained calm. Perhaps they’ve misinterpreted that to mean I don’t care. Hopefully this might correct that wrong assumption.

What do you expect I’ll say when folks ask me where they should host their blog?

Liz Strauss

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Experts and Gurus Aren’t Necessarily the Best Social Media Teachers

Liz Strauss — Mon, 27 Oct 2008 13:17:42 +0000

The People to People Connection

Social media attracts literate, intelligent, curious people — people who like to explore new ideas. Though some brand themselves as experts or gurus. In a industry barely defined, we’re all Social Media Explorers still learning the whys, hows, and ROIs. Folks new to the territory might find that the traits of the most qualified teachers aren’t what they would be in an older, more concrete type of enterprise.

Here’s what to look for in a social media teacher or guide.

Count Internet years. 3 years experience is entry level in the concrete world. It can be extensive experience within Internet time.
Check for depth. A deep understanding will show itself in the ways a person can describe the culture of the Internet, how it shifts, and how the values of social media worth within and against the values of ecommerce. Look for understanding how how social media as a piece of a comprehensive marketing / customer plan.
Check for skill set. Even though the teacher may not be the person who’ll be executing the plan, he or she should be well versed in using the tools.
Check the breadth, particularly the individual’s networks. Social media is business based in influence, relationships, and connections. Discuss how the networks match up to your business and its goals.
Get the facts. Ask for cases and social media initiatives this person actively led.

The field, the metrics, and the best practices are still forming. Some folks have worked with the tools, but never applied them in actual P&L situations. Some have studied the theory. Some have built a narrow niche of expertise. While others understand how to move people all over the web, but can’t articulate it yet.

Many great minds and great practitioners are available to help. Know your goals and listen actively, the best match won’t be hard to find.

Let me know if I can help.

Liz Strauss

Want an hour of Liz’s personal consulting time? See the About Liz page.

Liz Strauss