Ken Carr's Daily Read

Rule one: You can build a business on the foundation of great customer service.

Rule two: The only way to do great customer service is to treat different customers differently.

The question: Who is your customer?

It’s not obvious.

Zappos is a classic customer service company, and their customer is the person who buys the shoes.

Nike, on the other hand, doesn’t care very much at all about the people who buy the shoes, or even the retailers. They care about the athletes (often famous) that wear the shoes, sometimes for money. They name buildings after these athletes, court them, erect statues…

Columbia Records has no idea who buys their music and never has. On the other hand, they understand that their customer is the musician, and they have an entire department devoted to keeping that ‘customer’ happy. (Their other customer was the program director at the radio station, but we know where that’s going…)

Many manufacturers have retailers as their customer. If Wal-Mart is happy, they’re happy.

Apple had just one customer. He passed away last year.

And some companies and politicians choose the media as their customer.

If you can only build one statue, who is it going to be a statue of?

Good luck with that, there aren’t any.

If you hesitate when leaping from rope to another, you’re not going to last very long.

And this is at the heart of what makes innovation work in organizations, why industries die, and how painful it is to try to maintain the status quo while also participating in a revolution.

Gather up as much speed as you can, find a path and let go. You can’t get to the next rope if you’re still holding on to this one.

It’s clear that the consumption of energy has external effects that impact more than just the person who is paying for it. Geopolitical, health and economic issues come to the neighbors and nearby citizens of entities that are using a lot of power.

It was always straightforward to see who was burning a lot of wood or drove a huge car. It’s easy to see when a company has a huge smokestake belching carbon. What happens when sensors make it easy to see how efficient a machine is, how much of a resource is being consumed and how much exhaust is being spewed? What happens when Google maps shows you the block or the building that consumes the most electricity, or makes it easy to compare across industries?

When we have the opportunity to rank consumption by industry or by neighborhood, will we? We already watch our neighbors litter or have loud parties or paint (or fail to paint) their house…

A significant byproduct of the connection revolution is that things that were private because they were difficult to measure will no longer be private. When devices can talk to each other, the information rarely remains private. It’s not going to stop with energy, of course. Just about all our buying decisions are going to be shared, and that changes the marketers job.

In a world of horizontal marketing, where tribes are aware of what their members are up to, I think it’s going to happen quicker than most people expect.

[Updates! How's this for sooner than expected?]

Are you leaving behind an easily found trail of accomplishment?

Few people are interested in your resume any more. Plenty are interested in what you’ve done.

The second thing you’ll need to do is regularly note what you produce in a log or find some other way to keep track.

The first thing is more difficult: If the work you do isn’t worth collating and highlighting, you probably need to be doing better work.

Sooner or later, you’ll ask for something or read something or expect something and you won’t like what you get. You’ll feel like I wasted your time, wasted your money or didn’t meet your expectations.

Not just me, of course. Everyone. Even you. You will disappoint someone, and the organizations you depend on will disappoint you. Expectations keep rising, and promises keep being made. We keep bringing more magic into the world, but rising expectations mean that there’s more disappointment as well.

That’s part of the deal of being in the world.

The alternative, I’m afraid, isn’t to choose a path where we make everyone happy and always exceed their expectations. Nope. The alternative is to hide, to fail to engage and to produce nothing.

A pretty easy choice.

SOLD OUT. Thanks.

The bestselling ShipIt journal has surprised me in how much impact it has had on the teams that have used it. I ended up selling tens of thousands of them.

I have about 600 left and rather than pay warehousing fees, I lowered the price a whole bunch and will leave it that way until they are sold out. (The rest of the inventory is here). I don’t expect to reprint them, sorry.

Also, Jess Bachman’s Death and Taxes poster is available at a great bulk price for the next 28 hours at an already funded Kickstarter. I think every classroom and office ought to have one.