I’m Joining Intel

Posted on June 18, 2013 by Blake Landau

Those of you who know me from Customer Management IQ or from my writing and speaking know I’m very passionate about social customer support. Over the last three years at my consulting company Artemis I’ve worked with companies such as Verizon Wireless, Newmark Knight Frank Retail and more. I have continued to learn with like-minded individuals serving on board of the Society of Consumer Affairs Professionals (SOCAP). I really love this industry and the people in it. That being said, I’m excited to announce the next chapter of my career. I’m joining Intel as the Digital Support Social Media Program Manager.

Why Intel?

Just to tell you a little about Intel, the vision of the company is to create and extend computing technology to connect and enrich the lives of every person on earth. Most of you know Intel as a producer of semiconductor chips–you might not know they also have a variety of other products.

Not only does Intel have a stellar mission, the company has a proven track record of innovation and commitment to its customers. Intel even with 100,000 employees has a forward thinking talent management policy. Intel has a wfw (work from wherever) policy–something very important to me. In addition to this modern approach to work they encourage employees to build their own career paths. During my interview process all of the Intel employees I interviewed with had experience in a variety of departments. Some had MBAs sponsored by Intel, and one was about to embark on their second sabbatical. A sabbatical was something I thought was only offered to tenured university professors–I was wrong!

Intel places #15 on the Great Place to Work Institute list and has been recognized by many other important lists such as “Working Mother Magazine.”

The company is positioned to become even more successful considering this year’s world smart device market comprises 918 million phones and 191 million tablets in addition to 134 million desktop and 187 million laptop computers, based on IDC estimates. They’ve made recent efforts to move even more into the mobile market. I’m looking forward to contributing to this success by working on the social customer experience of Intel’s community.

What Will I Be Doing?

In my new role as Intel Support’s Social Media Program Manager I will focus on developing and executing short and long-range social media strategies–collaborating with Intel’s internal and external partners to make that happen. I’m looking forward to creating and driving a strategy to provide world class customer support via social media channels for both B2B and B2C audiences.

Additionally I will be doing the following:

Leading and driving collaboration with Intel’s marketing, IT and customer experience groups to define strategies
Acting as a “change” agent to define and develop new business processes and capabilities
Defining roles & responsibilities and oversight of 3rd party resources to implement the Digital Support social media strategy for today and beyond
Managing operational activities while strengthening customer loyalty and much more!

As I close the chapter of my consulting company Artemis I’m looking forward to this next chapter at Intel. I want to thank all of you who are important to me and have supported me through this journey.

How to Create Opportunities and Make Yourself Magnetic

Posted on May 11, 2013 by Blake Landau

When people meet you what signals do you send them?

This very issue is covered in a wonderful book I recently read called The Charisma Myth: How Anyone Can Master the Art and Science of Personal Magnetism. I also read a second book that blew my mind. It was called The Big Leap: Conquer Your Hidden Fear and Take Life to the Next Level. If you are someone seeking something–whether that be career opportunities, love or customers to your business these two books are absolutely amazing.

Have you recently met someone who seems down and out? Like nothing could lift their face into a smile or light their eyes up? Lately I’ve been more cognizant of energy–every time you meet someone it’s an opportunity to exchange energy. Your energy can actually change the molecules in a room–and you can lift up others’ energy as well.

Energy and happiness levels impact opportunities generated. However, opportunities will impact energy and happiness levels. It’s the chicken or the egg. A good head and heartspace generates opportunities, and opportunities lead to a happier head and heartspace.

So what does that mean? It means you need to get yourself into a positive place even when you don’t feel like you have plentiful opportunities at every turn. The truth appears to be that perseverance and pivoting are two incredibly important things in this world.

When you work for opportunity–no matter what that means for you personally–it takes time. If you are a small business owner lead-times can range from three months to one year or more. Small business owners need to check themselves on being positive, grateful and optimistic.

Earlier this year I gave myself my own gratitude boot camp–and it’s something I’m still working on.

The first book The Charisma Myth shows you how charisma can actually be learned. We live in a time where extrovert qualities are actually really important, so if you grew up with your nose in a book like many of us did–there is still hope for you no matter what your field is.

What’s always surprising to me is how some of the most charismatic glowing people in the world would describe themselves as incredibly shy.

The secret about charisma is it’s something learned.

“Our body language expresses our mental state whether we like it or not. Our facial expressions, voice posture and all the other components of body language reflect our mental and emotional condition every second. Whatever is in our head will show up in our body language.”

Cabane adds that “What your mind believes your body manifests.”

Cabane teaches the reader how to prepare for a big opportunity–contrary to popular belief most of being charismatic has to do with internal tools–less about the car you drive or the label on your purse.

What surprised me about Cabane’s research is how every single detail in our body language is hugely important–most of our communication is not verbal whatsoever. From eye contact to the way you shake hands, to how much you pause while you speak–these are a few of hundreds of tools she gives you. For book worms like myself–who didn’t grow up cheer leading–it can be very helpful to learn better magnetism tools and tricks

The second book I highly recommend is The Big Leap: Conquer Your Hidden Fear and Take Life to the Next Level.

Have you ever known anyone who self-sabotoges? They get a big raise at work and then have a terrible accident or cheat on their partner….People who are very successful who tend to need some kind of drug to convince themselves they are worthy of the blessings received?

Basically this idea is on some level people feel like they don’t deserve their achievements–success, joy, love. They have an upper limit problem and it gets in the way of getting to their “Zone of Genius.”

Here’s how Gay Hendricks (yes that is his name) introduces the challenge. “The glass ceiling they were operating under is held in place by a single problem–a barrier they didn’t know they had. Once they saw the one problem–and how to solve–they were free to go beyond ordinary success to a new and extraordinary level of abundance, love and creativity.”

The book teaches you how to get past your blockages–and we all have them. In fact the more successful you are, the more you need to keep working on yourself.

You deserve love, you deserve meaning and you deserve the opportunity to make a better life for yourself. The bright flashing lights that are there telling you what is best for you can be misguiding. When you’re clear–in your head and your heart–you know exactly what needs to be done, and how.

If you are still with me, here is a “mantra” you can use for yourself.

“I expand in abundance, success, and love every day, as I inspire those around me to do the same.”

It’s a service oriented approach to life without losing yourself in the process. Let’s uncomplicate life to bring more meaning, joy, love and clarity into our lives.

Replenishing the well

Posted on March 18, 2013 by Blake Landau

I’ve been working on myself lately. I’m working on my attitude to come from a place of yes. I think this is something no one can ever stop working on. Gratitude is truly an every day thing. Every single day.

I’m starting to realize the less complicated our lives are, the less we need. The less we need, the easier it is to take risks–moving in the direction of our passions.

My dog Athena is my hero. This fifteen pound puppy doesn’t have an ego–no ego, no demands, no negativity. She’s utterly blissed out by the seemingly trivial opportunity to sniff another dog, sit in the sun, or get a bite of her mommy’s steak.

There’s a difference between coming from a place of love, wealth and faith as opposed to fear, scarcity and anxiety.

But this is also an every day thing. I recently also saw an article that women wake up grumpier than men. It’s important for us ladies to replenish the well every day.

If you’re a soloist you might need to draw inspiration from other places–since you don’t necessarily have a coach or a boss who can give you a friendly, loving kick in the pants.

Here are five resources when you need a glass of inspiration:

1. Makers interview with Ursula Burns, CEO of XEROX, first African-American woman CEO of a Fortune 500 company. There’s something about Ursula–she’s so brilliant, and so cool.
2. Positively Positive. I love this magazine–they have inspiring quotes, articles and other great content. It’s a little crunchy, but some days we just need that.
3. The Best Brain Possible facebook page. This is a great resource for inspirational photos, quotes, infographics and more. Debbie Hampton started the website Best Brain Possible. She has her own incredible journey I encourage to read about.
4.Marc and Angel hack life. This is a great post called 30 Things to Stop Doing Yourself. It went viral–for good reason. Everyone can relate to these everyday conundrums.
5. Ali Brown. Ali is one of the most influential thought leaders as it relates to women entrepreneurs. She has great nuggets of wisdom and will inspire you. She also started with nothing and it’s an inspiring tale.

Caring More Is A Good Thing

Posted on March 12, 2013 by Blake Landau

Any good stuff in my life happened because I cared more–I gave with my heart.

Caring more compelled me to raise my hand. It compelled me to write about stuff that you would never “monetize.”

I never just wanted a paycheck from my job. I also never just wanted a paycheck from life. I wanted to live big–make life memorable.

The people I love the most in my life are not the ones that always seem “cool.” They often have big personalities. They love hard. They speak their heart. They make themselves vulnerable. Sometimes they look scared. I honestly find these people so refreshing. If this is you, I want to tell you your ship is coming. If you’ve set out to sail with your heart on your sleeve it’s a good thing. There isn’t enough heart in this world. When you put your heart into it everything you touch comes to life.

I’m Looking At You, the One Who Thinks It’s Not His Problem

Posted on March 8, 2013 by Blake Landau

This note was written by a seven year old girl. Her mom found it. It’s a weight loss journal entry.

The paper outlines her daughter’s weight-loss plan and reads:

17 pooshups 2 times a day

16 star jumps 2 time a day

2 yoget

3 appals

1 per

2 keewee froots

5 glases of water

Rid my bike 3 times a day

Rariry a meniy thing as you can find

Jog/run up and down the driv way 3 times

I don’t care if you’re a dad a 20 something year old or a CEO–you matter. You’re not doing enough. As the media becomes more powerful women are becoming meeker and meeker. To be a frail, small and quiet woman is to be the beauty ideal. Don’t believe me? Turn on any technology device. Look at the women. What do they look like to you? What kind of world will this be in 20 years?

It will take YOU–the person who feels this isn’t their problem–speaking up.

Every time you don’t speak up, you’re part of the problem. Every time you don’t say something when the following happens….

You’re at a party and someone makes a comment about how “fat chicks” are disgusting.
You gawk at other women and objectify them.
You make comments about a woman’s looks.
You tell your daughter if she’s thin she’ll have more options for marriage.
You work in public relations, advertising, or entertainment and you don’t put normal looking women of average weight in your media.
You don’t put even 1 woman on your event’s speaker faculty.
You don’t throw the softball with your daughter at the park.
You don’t teach your daughter math.
You hold your son to higher intellectual standards.

The Sheryl Sandberg Lean In project has generated a huge stir among women, but why aren’t men talking about it? Where are they in the conversation? We can either brainwash our girls into hating themselves–and creating an even scarier civilization with self-hating mothers–or you can help bring about change.

“You may not agree with a woman, but to criticize her appearance — as opposed to her ideas or actions — isn’t doing anyone any favors, least of all you. Insulting a woman’s looks when they have nothing to do with the issue at hand implies a lack of comprehension on your part, an inability to engage in high-level thinking. You may think she’s ugly, but everyone else thinks you’re an idiot.” ~ Hillary Clinton

Being Strong For Other Women

Posted on March 5, 2013 by Blake Landau

Do you know that other women are watching you all the time? Whether you realize it or not you are setting an example for people you didn’t even realize were your Facebook friends.

Are you setting an example of body shame for other women or are you engaging in a radical act of activism through self-love and respect?

I believe if we want things to get better for women we need to change the national dialogue. I also believe it has to start with the local dialogue. For example, are you someone who wants to build women up? If you are I would encourage you to think twice before you make self-deprecating comments on your social media sites about your body. Would you want your daughter or the younger version of yourself to say hurtful things about herself? If you want to help change the national dialogue for women, it starts with you. Diets, model and celebrity-dom are not helping women feel confident in themselves. Social media has given a voice to women everywhere. Let’s use this tool to make major change happen in the hearts and minds of women everywhere.

We’re all tired of living up to completely unrealistic standards of how we’re supposed to look. Together we can truly make change happen.

Many of us don’t realize the impact we have on those around us. Sometimes the best form of activism is living well. By respecting yourself, no matter if you fit into Vogue’s definition of what you should look like or not, you are committing an act of defiance.

By loving yourself–despite the media’s constant flood of messaging that you shouldn’t–you are participating in an act of defiance on behalf of all women everywhere.

When I see women who claim to be moving women’s rights forward calling themselves fat on Facebook I feel sad. By participating in the “not enough” tsunami hitting women everywhere you’re hurting women you “unofficially mentor” without realizing it.

We’ve all got to love ourselves and be strong. We’ve got to ignore the messages that tell us we are only worthy if we are thin and beautiful by Hollywood’s standards. We’ve got to do it for ourselves, but we’ve really got to do it for all the other women. Because they’re watching you. They’re watching us.

So the next time you look in the mirror and you want to call yourself fat please understand there is a girl in the reflection looking back at you. How do you want her to feel?

If you are one of the many women I know sitting at her cubicle now wanting to be inspired, please watch these Makers videos. You will not be sorry!

Your Computer Is Not Your Friend

Posted on March 1, 2013 by Blake Landau

There was a time when I forgot how important friends were. There was almost zero people in a twenty mile radius I could call if things were difficult.

I forgot that spending time on social media is not “social” time.

I literally didn’t have good girlfriends–and it was negatively affecting my life.

Community is not just something you build so you have users for your website. It’s something you REALLY need in your life. I’m pleased to say I’ve been on a bit of a friendship “binge” lately–getting so much joy out of hanging with the girls. Even if you’re in a great relationship, there is no replacement for girlfriends. Not having them has left a gaping hole in my life–don’t make the same mistake that I did. Friendships take some effort–you need to invest your time and energy–but if you aren’t thriving in the friendship portion of your life you are really missing out. Life is dreary without friends!

Friends do the following for you:

Laugh with you about the ridic stuff that women have to go through.
Complain about the lack of a female James Bonds.
Stop you from hitting refresh on your email.
Allow you to complain about your man while understanding you love your man.
Don’t try to fix the stuff you complain about, but just listen.
Asks you “what’s on your mind” without having it permanently etched in a data base somewhere to sell to Facebook marketers.
Shares honest stories about what’s happening in their lives (much better than the plethora of Facebook yacht or weight loss photos on Facebook).

Ask yourself if you have people in your life who you don’t talk business with. If you look around and you’re hanging out with people just because it will help your career-you are living a life out of balance. Take a serious look in the mirror about your life. Social media does not make people happy. Go out there and make some real friends. I did it and I feel so much better. I feel human again.

Levi’s, CrowdFlower and Quickoffice SOCAP Panel

Posted on February 21, 2013 by Blake Landau

It’s possible you’ve never heard of SOCAP. It’s essentially an underworld where brands share info, network and party with each other. Pretty cool! My first SOCAP event I met people from Ben & Jerry’s, Seventh Generation and Abercrombie & Fitch. I didn’t realize that brands actually got out of the office. They do!

Recently I joined the board of SOCAP as the go to person for events in the Bay Area. Fast forward a few months and we threw our first panel “Out of the Call Center into the Command Center, Serving the Social Customer” sponsored by Get Satisfaction.

From left to right: Me, Nic Miranda, Manager, Customer Care & Advocacy, Quickoffice, Brian Reavey, Senior Manager, Community Development, CrowdFlower, Paul Osborne, Director Consumer Affairs, Levi Strauss & Co.

Social technologies are here to empower us in our businesses. They’ve made it easier to work from anywhere, when we want, the way we want. It’s also allowed our customers to talk to us in their preferred channel, on their preferred device, whenever they want. In the panel we addressed how companies are leveraging emerging channels—we heard counter-intuitive ideas around social and much more.

The panelists talked ownership, scalability and super users.

We learned from Levi’s that the more you try and script the way your agents reach out to consumers on social–the more difficult it becomes for the company. It’s also unfavorable for the customer.

We also learned that the call center agents shouldn’t have information that isn’t available on the website–with fees for calls as much as five dollars per call that comes into the contact center, social media and self-service is a welcome approach.

“Typically, if your customers are over 40 they call, if they’re over 30 they email and if they’re under 30 they use social media” said Paul Osborne, Director of Consumer Affairs for Levi’s.

Brian Reavey of CrowdFlower encourages you to engage your super users in the community who will advocate on your behalf. Nic Miranda of Quickoffice added that if you make those super users feel like VIPs the super users will feel more inclined to advocate.

If you’re in the “customer” space in the Bay Area I encourage you to consider joining SOCAP. We will be hosting more events this year including another social customer event in early 2013 and a Technology Summit in May 2013. If you are a vendor and you would like to sponsor please contact me Blake @ ArtemisStrategies.com. Learn more on our slowly growing Facebook page.

6 Influencer Engagement Tips from Shark Tank

Posted on February 19, 2013 by Blake Landau

Holding anyone’s attention–let alone a highly influential investor–is not for the faint of heart.

Whether it’s an investor or an influencer, there will come a time when you have only five minutes to make the most important pitch of your life. How you are perceived in those five minutes will make or break your career.

Watching other people experience those five minutes is exhilarating.

That brings me to one of the best shows on television Shark Tank. In this series five investors are tasked with weeding out the most promising pitches and using their wealth to back them. The sharks glean insights into how to better position products and services–most importantly how to make busy people care.

Today I pose the question “what qualities can brands exhibit to make influencers care?” Below I look at each shark’s style and the qualities that appeal to them.

(Shark Tank Cast, Barbara Corcoran not pictured)

Barbara Corcoran

While fellow shark Mr. Wonderful often calls Barbara “grandma” don’t be fooled, there will be no milk and cookies served. Recently at the Fancy Food Show I met two entrepreneurs who secured 50K from Corcoran for 50% of their company–only after she told one of them he looked like the pig featured on the label of his bbq sauce. He could take a joke and he’s grateful he could because there was more to Barbara than the bellicose style. If you have thick skin and have a clever new idea, she might just fall for you too, ugly or not. Note she doesn’t like to invest in things she wouldn’t use herself and she doesn’t like products that come with baggage. If you’ve got charisma she’s more likely to work with you. The scene is 5 mins 48 seconds in to the clip below.

Mark Cuban

You might not know that “Cuban” is a surname shortened from “Chabenisky”–Cuban’s grandparents were Russian Jews who got a name change at Ellis Island. Cuban is the darling of the show. He’s the wealthiest of the investors and the most famous. He rarely speaks first and he’s a straight shooter who is quick to calculate a situation. He often politely backs out of deals by acknowledging the product is out of his focus area. He’s also quick to call b.s on products he feel lack integrity (remember the power band–the “negative ions” products Cuban accused of being a scam?). Did I tell you he owns the Dallas Mavericks? He’s not shy, and Cuban has been fined for at least $1,665,000 for 13 incidents called out by the NBA for being critical about…the NBA. Mark appreciates humility, ingenuity and spirit in entrepreneurs. Exhibit these qualities and he might just choose you.

Robert Herjavec

Maybe it’s the Canadian in Herjavec that makes him seem like the boy next door, or maybe it’s his big blue eyes. Either way he’s usually the one who empathizes with the underdogs. He will step in and try to explain things to the contestants in layman’s terms. From what I can tell he’s the most sensitive of the male sharks and would do very well in a room full of women. If you reach him on an emotional level it is likely he will love you and your product. He was eight years old when his family immigrated to Canada from Croatia hence his appreciation for a strong work ethic. He also appears to have an affinity for conscious capitalism.

Lori Greiner

Greiner is known on the show as Mrs. QVC. She has hundreds of patents and a sharp eye for what will sell to the QVC audience. Greiner has an ability to retain her femininity without being swallowed up by the shark tank. She makes no apologies, stands her ground and knows how to deal with any negative criticism about QVC. On her Facebook Page she posts inspirational status updates and is the only shark who engages directly with her fans. She invests in products and even more importantly, people. While Greiner has a big heart, it’s a heart of gold–and that’s what she’s after. Keep in mind if she makes you an offer and you put it over ice for too long, she might just rescind it. She values creativity, relevance and loyalty.

Kevin O’Leary (AKA Mr. Wonderful)

Mr Wonderful is possibly the most shark-like-shark out of the group. He can be outright mean but will surprise you. Who knew he decided to be an entrepreneur as a teenager when he was bullied by his boss at the local ice cream shop? O’Leary-the second wealthiest shark on the show-is not cuddly, but if he believes in your product (and thinks you can take the heat) you might get lucky. Looking at O’Leary’s record he prefers royalties to equity. If you don’t need a warm fuzzy relationship with this investor he might just help you realize your dream. If he let’s you in perhaps he’ll play you a song on his guitar.

Daymond John

John is a sought after shark due to his marketing genius and world re-known brand Fubu. If the product is retail or appeals to the industry you might get his interest. John personally values work ethic since he started his business with not much money and a wife and one year old at home. He likes products with a strong sales track record out the gate and entrepreneurs who don’t fumble on their numbers. He’ll question your valuation, and isn’t above rolling his eyes. If he rejects you he’ll at least have the decency to do it in a cute and sassy way.

Getting influencers to care about products and services can be more difficult than securing an investment. What can you possibly give an influencer to make them interested?

I’ll answer that question in another post. For now you have some tips around values, personality and style to think about.

The Keys to Blackberry’s Midlife Crisis?

Posted on February 1, 2013 by Blake Landau

When people get insecure they do brash things. They get tattoos, they buy expensive new outfits and they date arm candy.

So when brands are looking for a positive change, they sometimes choose the wrong arm candy for attention.

This week we saw Research In Motion change its name and court the queen of cool–musician Alicia Keys. Don’t get me wrong, I have a lot if respect for Keys as a musician–she isn’t just another pretty face. However, just like when The Atlantic published a full spread sponsored content on Scientology, a lot of us are scratching our heads.

Thorsten Heins, CEO of RIM, introduces Alicia Keys as the global creative director of BlackBerry. Yes. Photograph: Mark Lennihan/AP

Would Blackberry have more luck embracing the customers who stand by its product–however uncool they might be? While I believe Keys is a woman if substance, the match just doesn’t add up. Is Blackberry going through a midlife crisis? And anyway, is Keys’` influence enough to help Blackberry move through this awkward phase in its life?

We’ve seen other influencer engagements go terribly wrong. One includes one of my favorite comedians Jerry Seinfeld who couldn’t quite win over hearts when it came to appearing in a commercial with Bill Gates.

I believe Blackberry’s midlife crisis might be a reminder to own your authenticity. Even if your brand doesn’t rank well on the hipster-meter and people don’t associate your brand with sleek, agile and savvy–that doesn’t mean you don’t have raving fans. Go find and embrace the fans who do LOVE you and engage them.

Note to Blackberry, if you do want to engage an influencer maybe you should try Marnie’s character (Allison Williams) from the huge HBO hit GIRLS who was seen texting from a blackberry in last Sunday’s episode. She might be sitting on the toilet but maybe there’s a niche market here.