SMC_LA Discounts to BlogWorld! Nov 3-5th!

Social Media Club (SMC) is proud to be partnering with BlogWorld & New Media Expo to offer a discount to Nov 3-5th, 2011:

  • Use SMC20 for 20% off full conference passes and
  • Use SMC50 for 50% off expo passes!

And if you want to do some networking, join SMC and BlogWorld at the LA Networking Party and Mixer at the Icon LA Ultra Lounge, Thursday November 3rd from 8-10PM:

Make sure you come to the Social Media Club booth! We’ll be giving away social media books, 1 per hour for the whole conference! But you have to be there to win! Author include: Engage by Brian Solis,  Open Leadership by Charlene Li, Curation Nation by Steven Rosenbaum, The Power of Real-Time Social Media Marketing by Beverly Macy, I Love You More Than My Dog by Jeanne Bliss, Uncertainty by Jonathan Fields, The Customer Experience Edge by Soudagar, Iyer and Hildebrand, Social Marketing to the Business Customer by Eric Schwartzman, Making It Happen by Peter Sheahan, Defying Gravity by Rebel Brown, The Third Screen by Chuck Martin,  Making the World Work Better by Maney, Hamm and OBrien…. and many, many more…

BlogWorld & New Media Expo, one of the largest social media events in the world, features over 200 speakers, three days of cutting-edge conference sessions, a resource-packed tradeshow, and great evening networking mixers. If you’re serious about growing your audience, brand, business and online revenue with social media, blogging, podcasting, internet video or web TV, online communities, mobile social, internet radio, digital photography or new media content of any kind, you need to attend BlogWorld & New Media Expo.

More than 275 speakers are presenting at BlogWorld & New Media Expo 2011, including: Guy Kawasaki, Kevin Pollak, Peter Shankman and Amber Naslund

The Official Twitter hashtag for BlogWorld & New Media Expo LOS ANGELES is #BWELA




FREE Chapter 1 – I LOVE YOU MORE THAN MY DOG! by Jeanne Bliss

This is the third post about the book, I Love You More Than My Dog, as part of my favorite book posts.

Jeanne Bliss tweeted me to thank me for writing about her book. And as we got to talking, she provided me with a link to the first chapter of her book, just for you:

(may have to copy and paste the URL)

Chapter 1: Your Decisions Reveal:  Who You Are and What You Value!

It’s very generous of Jeanne to provide me a link. I hope that you take advantage of it!

The chapter starts with a quote from Walt Disney:“It’s not hard to make decisions when you know what your values are.”

Walt Disney

Walt Disney, The Master of the Customer Experience

Companies that are loved by their customers make decisions differently than other companies.

The common denominator, according to Jeanne, is that these companies bring consciousness and humanity to the decisions they make.  When you make decisions that respect and honor your customers, your customers will grow your business by word of mouth. They will tell their friends, who will they their friends, who will tell their friends…

Remember that Breck Shampoo commercial back in the ’60s that used this as their tagline?

The most important thing a company can do is to form an army of cheerleaders and publicists urging their friends, neighbors, colleagues and strangers to get behind your company.

Have we ever seen this in action? Sure we have… Land’s End for instance. That’s where Jeanne started her customer experience career. The founder of Land’s End, Gary Comer, described Jeanne’s job as:  nurturing the “conscience” of the company through the decisions they made as they grew. And they experienced 20-30% grow per year. Their stand? Long-term growth was dependent on retaining their strong emotional connection with customers.

At that time, the stories customers told about Land’s End, revealed their values. They drove not only customers to the company, but also an engaged and loyal employee base. Land’ End need over 200 employee volunteers to answer all the, “I love you, Land’s End!” mail they received each month.

And have we seen this lately? Yes, at When Tony and Alfred started they didn’t have money for large advertising or marketing programs. They made the conscious decision that the way they would build and grow their business was to provide such great service, interactions and experiences, that they tell their friends, who will they their friends, who will tell their friends…

And 2009, bought for over $922 Million.  That pretty much says it all, doesn’t it.

And its not that these types of companies are perfect. It’s not that every single interaction is perfect. What is so is that they have a huge reserve of gratitude from their customers, that if and when a mistake is made, that customers are willing to be more forgiving. Especially when that tender, loving care is how they deal with the mistake or issue.

As Jeanne would say, “The decision is yours.”




“I Love You More Than My Dog”

Could it be that easy? Love I mean? The kind of love that you earn when you have nurtured the consciousness and congruence of the heart. Where intention and motivation match. Where you have decided to “be there.” Where you have clarity of purpose. Where you can be real.

You might think I am talking about a romantic relationship. I am. But not the kind that you might think. It’s a kind of love that is rare. That is cherished.

There is an energy that comes from being believed, from being trusted; its like coming home. We all crave it. We all desire it. We want to emulate it. When our intelligence, our creativity, our emotions and humor blend, and is acknowledged by another, we realize our full potential.

Amazing Authors: These are the words of an amazing author, Jeanne Bliss. And the title of this post is the title of her newest book. When I met Jeanne, at the Earth Cafe on Melrose, I met someone who created an indelible mark of kindness and passion that makes people want to be with her. She emulates what she writes about. She is someone you love more than your dog. (Or in my case, my cats!)

What is Jeanne’s book about? She writes about the kind of corporate America we all dream of. Of a place that we ourselves can believe in. Of a place we are seen, heard and respected. Of a place where customers are seen, heard and respected.

Book Reviews: One of the things I wanted to do in this blog is to share the amazing insights from the various authors of books that are creating the shift. So this is one of the first of many posts about amazing authors, their amazing stories and their ability to take words and fashion a story that moves from where we were to where we dream is possible.


Author Jeanne Bliss and her dogs!!

If you haven’t picked up a copy, you need to. And when you read it, don’t just read it, absorb it. Use it as a way of evaluating how you and your company does business. Ask yourself, “Do my customer’s love us more than they love their pets?” And if not, why?

Follow Jeanne on Twitter:

Happy New YEAR! 2010! Dr. Natalie (follow me on

Learn. Share. Grow.



Partial List of Companies In Jeanne’s Book:

1. Rackspace

Container Store in Pasadena, California

Image via Wikipedia

2. Griffin Hospital

3. The Container Store

4. W. L. Gore

5. Zane’s Cycles

6.Trader Joe’s


Image via Wikipedia

7. Customer Ink

8. Wegman’s Food Markets

9. Chik-fil-A

10. Harley-Davidson



Is your company on this list? Or mentioned in Jeanne’s book? If not, why not? And what can you do to begin the shift towards being beloved?

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Five Decisions That Will Change Your Company’s Customer Experience

This is the second post about Jeanne Bliss’s book, “I Love You More Than My Dog.” As I read it over the holidays, I became intrigued with the idea that its in the decisions that companies make that determine what their customer’s experiences will be. As Jeanne puts it, ” Your company’s key decisions expose their true purpose, who you are and what you value.”

What’s important about that? Well customers today want to feel that you care about them. That you value their participation in your business. Customer’s evaluate whether you “care” about them from each and every action and interaction they have with you. They evaluate your company based on the interactions with customer service agents, with your website, with the IVR, with your email responses. They evaluate your company based on the experiences they have with those touchpoints.

And unfortunately most companies, when they deployed these technologies their values were focused on the company’s efficiencies. They were not thinking or even in most cases, considering how the technology deployment would affect their customer’s experiences. To them, that either wasn’t part of the decision process or it sounded too much like “motherhood and touchy-feely stuff” to even consider.

What’s happened is that those decisions, 20 years ago, to deploy technology to make the company more efficient has created a backlash from customers. After 20 years of very poor customer experiences, customer are mad as hell, and they are not going to take it anymore. What we see today is a reaction to the decisions made years ago.

Flash forward and what do we see? The backlash comes at a time when the evolution of the Internet is in its second phase, Web 2.0. Where customers don’t just tell 10 or 20 people when they are upset, they tell millions via a giant megaphone called social media.

customers are mad and they are vocal

Customers are mad and they are vocal!!!

Examples? Dell Hell, United Broke My Guitar and Comcast’s Sleeping Technician videos on

If you haven’t seen the videos, here’s some links:

United Breaks Guitars:

Comcast’s Sleeping Technician:

So what does this mean to you and your company?

Here’s the five decisions in: I Love You More Than My Dog:

1. Decide to believe

2. Decide with clarity of purpose

3. Decide to be real

4. Decide to be there

5. Decide to say sorry.

The decision is yours.