Improve Your Customer Experience with Kristy Bolsinger

Kristy BolsingerKristy Bolsinger is a marketer who is passionate about helping businesses focus on and improve the customer experience. Social media is not the end, rather the means. Search optimization is not the goal, it is a channel to leverage. Customer service is not an after thought, it is the red thread through the story. Every customer touch point is an opportunity to deepen the relationship between the customer and the brand. Customer experience design is the tool that allows us to better engage with our customers and integrate their voice and desires into our business model.

Kristy currently works at PricewaterhouseCoopers (PwC) with enterprise organizations helping them to better engage with their customers and improve the bottom line. She joined PwC as part of the acquisition of Ant’s Eye View, a boutique  social business startup she joined in 2010. Prior to Ant’s Eye View she was the social strategist for the Casual Games group (GameHouse, RealArcade) within RealNetworks. She has an MBA from Atkinson Graduate School of Management at Willamette University.

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I’m reading “Monster Fans” by Jackie Huba and learning about the blue balls that @LadyGaga used on TV and how it’s part of her social media success:

“What the heck are these blue balls in Lady Gaga’s MTV Music Video Awards performance Sunday night?”

That’s the question I got emailed this week from a friend of mine. Since I wrote a book about how Lady Gaga built her loyal fan base, he thought I would know. Well, this confusion from my friend is a classic Gaga technique for building loyalty and is one of the lessons in my book.

The idea here is to create and use symbols that only your community of loyalists will understand.

In history, studies of cultures and societies often show an emergence of shared symbols. We can all visualize many symbols we share with others as members of a given group, city, or country. These shared symbols are tangible vehicles through which some meaning is expressed. The symbols could be gestural, pictorial, object-oriented, linguistic, or some combination of these. Through the repeated process of rituals, symbols are given significance in the group. Shared symbols also have the ability to be exclusionary. Those who can recognize and understand the meaning of these symbols feel part of the group, like they be long, while outsiders will not understand the meaning and turn away, sometimes mocking the symbols. Gaga and the Little Monsters use many symbols to communicate with each other, with the most well known one being the “monster paw.” By using these symbols that only her loyal fans understand, she is speaking to them in a special language. Fans feel a strong bond to the community, and to Gaga, because they feel part of a special club of people who understand what the symbolism represents, while outsiders do not.

This is exactly what Gaga was doing with the VMA performance of her new single, “Applause,” from her upcoming album ARTPOP. The concept of the album is that Gaga wants to bringing art back into pop culture. The 4:51 minute performance was chock full of costume changes (three in all), blue metallic balls and face painting.

You may not have understood all the imagery or references, but Gaga doesn’t care. She want to create an entertaing performance for everyone but she includes these special symbols that she knows only her diehard fans will understand. Here’s what most Little Monsters recognized

Special metallic blue balls the size of cantaloupes are carried by dancers at one point in the performance and even Gaga grabs one  and throws it across the stage. The balls are a reference to pop artist Jeff Koons “Gazing Balls” exhibition from earlier this year. Gaga is a big fan of the artist and he is mentioned in the lyrics to “Applause.”


Become a Masterful Networker with Thomas Mangum


Thomas Mangum

For well over a decade, Thomas Mangum has been quietly making connections that have yielded millions for individuals and organizations looking to create a greater impact with their products, services and causes. That means strategic partnerships, clients and ultimately making an impact in lives. As an accomplished radio talk show host, interviewer, voiceover artist and communication skills evangelist, Thomas has worked and played with scores of leaders from around the world that are making an impact through intimate connection.

His motto is “Skip the small talk and move directly to the Large Talk”, which is where the conversation really starts. The reality is most people completely screw up professional networking and wonder why it never feels right but they go through the motions of what they think they “have to” do anyway. That leads to even more resentment of the process. Through Learn To Connect NOW! and Becoming a Masterful Networker, Thomas is finally showing others exactly what he’s doing to cultivate connection, being noticed in a sea of noise and most importantly be remembered without compromising what he values most… intimate connection.

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Perry Marshall’s 80/20 Rule is Secret to Success

Perry Marshall

Perry Marshall

Perry Marshall is best known as the web’s foremost authority on pay-per-click marketing, and the author of The Definitive Guide to Google AdWords. But his latest book, which took 10 years of research to complete, is 80/20 Sales and Marketing.

Perry says the greatest secret to success is MASTERY of the 80/20 principle, because when you know how to walk into any situation and identify the 80/20’s, you can solve almost ANY money problem… any traffic problem… any conversion problem.

8020book_3d-2He says most people THINK they understand 80/20, but not one person in 1,000 actually does. And knowing the 80/20 principle allows you to fix your own business, or fix other peoples’ businesses. It has levers within levers, so that 1% changes can trigger 50% profits.

If you’re tired of trying stuff, trying stuff, trying stuff and never getting off the treadmill, this could be your ticket to success.

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Erik Stafford and Carlos Fernandes: Inside Agency Success

Erik Stafford

Erik Stafford

Erik Stafford is the owner of Stafford Marketing and you’ve probably seen his work in mainstream magazines and newspapers, in the print and television campaigns of large corporations, on successful entrepreneurs’ websites, and in the work of hundreds of marketers who’ve used my design and copy tactics to boost their own sales.

He comes from an advertising and design background and have won numerous awards over the past fifteen years, including several AAF-ADDY Awards. He has worked with a wide range of companies around the globe as Creative Director at ISOOSI Innovative Marketing Studio.

Carlos Fernandes

Carlos Fernandes

Carlos Fernandes is the Founder and CEO of ISOOSI. He believes firmly that their success is pinned on the success of their clients and with that work ethic has molded the company into an academy of excellence and a haven for creative thinking.

He has successfully built several businesses (from concept through to sale) and his entrepreneurial talent and creative flare have led him to be acknowledged in the UK, the Caribbean and North America as an inspired and resourceful business leader.

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Rohit Bhargava

Rohit Bhargava

Rohit Bhargava has spent most of his career inspiring better marketing by helping companies act in more human ways. His mantra is “Inspiring better marketing to help your world changing ideas succeed.

He is the author of four best-selling marketing books, CEO & Founder of the Influential Marketing Group and Professor of Global Marketing at Georgetown University. An early marketing pioneer, Rohit co-founded the world’s largest team of social media strategists back in 2004 and spent more than a decade leading digital strategy at two of the largest marketing agencies in the world.

The Influential Marketing Group was created to offer more personalized Digital CMO style consulting for brands and selected startups.  He is a sought after speaker on marketing, social media and the future of business – and has delivered “non-boring” keynotes to audiences from 20 to 5000 at respected events including TEDx (multiple), SXSW, the World Communication Forum (Davos) and at hundreds more events across close to 30 countries… and counting.

41CqMggfR1L._BO2,204,203,200_PIsitb-sticker-arrow-click,TopRight,35,-76_AA278_PIkin4,BottomRight,-64,22_AA300_SH20_OU01_One of his best-known books is the award-winning Likeonomics: The Unexpected Truth Behind Earning Trust, Influencing Behavior, and Inspiring Action.

The book offers a new vision of a world beyond Facebook where personal relationships, likeability, brutal honesty, extreme simplicity, and basic humanity are behind everything from multi-million dollar mergers to record-breaking product sales. There is a real ROI to likeability, and exactly how big it is will amaze you.

515QAhY9XkL._BO2,204,203,200_PIsitb-sticker-arrow-click,TopRight,35,-76_AA278_PIkin4,BottomRight,-69,22_AA300_SH20_OU01_His latest book is Always Eat Left Handed: 15 Surprisingly Simple Secrets Of Success. The tips in this book will change how think about your own success and give you concrete actionable lessons on how to actually put the secrets to work in your own life.

Most advice is obvious, and often delivered by people who are hopelessly romantic about the power of their own mistakes. But this book gives entertaining lessons and tried-and-true words of wisdom beyond the obvious and oft-repeated “Make mistakes. Do what you love. Take risks. Never give up.”



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Be Unreasonable for Business Success with Paul Lemberg

paul lemberg

Paul Lemberg

How can small business owners become wealthy? Paul Lemberg knows, and part of his advice is to Be Unreasonable — which is also the title of one of his bestselling books.

Paul Lemberg has worked directly with the owners of around 150 “small businesses” from North and South America, Europe and Asia. He has coached and advised them to achieve greater success, double and triple their profits, and sometimes grow their companies more than tenfold.

BeUnreasonableBut he has worked big companies too, including executives from dozens of Fortune-100 companies like Cisco, Goldman Sachs, Accenture, Adobe Software, Mass Mutual, and JP Morgan/Chase.

He was one of the world’s first business coaches, has authored three books, and his work has been featured in over eighty magazines and publications including the New York Times, the Los Angeles Times, and Bottom Line Personal. He has also appeared on TV shows like Good Morning America, CNN, Financial News Network, and dozens of national radio programs.

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How to Unleash the Power of Crowds – Think and Grow Rich

Most have attained their greatest success just one step beyond their greatest failure.” -Napoleon Hill

Imagine bringing the wisdom and lessons of Think and Grow Rich to a new generation, adapting it so that today’s population, growing up in a different world, can learn about this in a inspiring way… social, mobile, and viral!

declandunnOur guest is Declan Dunn, pioneer in internet marketing and new media, an expert on customer relations, conversions, retention and ROI.

  • How TAGR planned and pre launched the Facebook page, while building the web site and mobile app;
  • How to target influencers engaging, spreading the word and to creating a better product;
  • Why new media – doing several short movies, with interactive participation of the audience, and a mobile app – are critical parts of moving the story beyond just words in the book, and into action.

Plus the power of crowd funding and IndieGoGo to build an audience.



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Four Ways the Crowd Gets What they Need From Each Other -Without Buying from Companies

I’m a little worried this morning.

I’m in Minneapolis, the capital city for consumer packaged goods, durable goods, and some of the top retailer ands in the entire world.  Why am I here?  I’m speaking to 300 corporate folks, at an event hosted by Magnet 360, Salesforce, and Marketo.

What am I going to tell them?  That people are shifting their behaviors, and enabled by internet tools, they can share products with each other –rather than buy it directly from them.   I’m going to tell them that people can buy once, then share goods with each other many times with each other.

I’m doing to tell them that the crowd can get what they want from each other, and their reliance on corporations will reduce.  I’m telling them that they could have reduced revenues.  I’m telling them, they could potentially lose their jobs.

As I head to the stage in a few hours, I must admit, dark thoughts are racing thoughts my head….

I’m going to deliver some bad news, how will they react?  Will they tune me out and surf instagram?  Shun me or tweet bad things about me?  Or maybe, throw those little Italian hotel candies at me?

I’m here to tell them there are many reasons why this sharing movement is happening.  Not only does social technology make it super easy for people to connect with others, but for some people sharing used goods is often just as good as buying anew.  I’ll tell them that a new class of Conscious Consumers will want to reduce needless consumption.  I’ll also tell them that the due to the rapid increase in earth population, that we really don’t have a choice as a planet, but must be more careful with our fixed resources

Heck, I’m even going to tell them, that I myself, have become a conscious consumer.  Aside from consumable s like food, gas, and personal health items, I can name on one hand the physical goods I’ve purchased in the last two months:  A fancy handsfree phone for my home office, a fancy purse for my ever-deserving wife, and a pair of customized NikeID running shoes.  Heck, I may even read my heartfelt letter to ands, telling them how my lifestyle is starting to change and that means my relationship with ands is changing along with it.

You’re probably wondering, who does this?  Is it just Asian-American Industry Analysts with four-syllable-first-names and impossible to pronounce last names that live in Northern California?  Maybe. But if you read, Share or Die, by Neal Gorenflo of Shareable Magazine talks about how this asset light movement is common among Generation Y, who are native to sharing on the internet yet are saddled with college debt they’ve no choice.  Or, I may tell them about internet leader Andrew Hyde that reduces his inventory of items to 39 things and felt free.  Or I might tell them about my trips to Europe and Asia where these behaviors have been common for a long looong time. Or how about in dense American cities like New York or San Francisco sharing of bikes, cars, houses, gardens, and even food is already common.

I’ll share with them these four examples of startups that will ultimately reduce their revenue:

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Jonathan Salem Baskin: A Picture Needs a Thousand Words?

JSB-June-2013-300x300Is a picture worth a thousand words? Or do we need a thousand words to agree on the meaning and implications of a picture?

Our guest is Jonathan Salem Baskin, author of “A Thousand Words”. His book explores the differences between imagery and words as languages we use to communicate.

Certainly visual data is faster and easier, but why? And does that necessarily make it better than the slower and sometimes more difficult work that reading requires? Baskin dips into biology, economics, literature, and business history to figure out the answers to these questions.

41NO5wSr1KL._BO2,204,203,200_PIsitb-sticker-arrow-click,TopRight,35,-76_AA300_SH20_OU01_Jonathan is a thought-leader on brands and marketing, and has nearly 30 years of experience putting his ideas into practice for clients around the world. He has led communications for such brands as Limited Brands, Nissan and Blockbuster, and led the PR agency on Apple’s launch of its first iMac. He has published six books, including Branding Only Works on Cattle, writes a regular column for Advertising Age, is a regular contributor to Forbes, and pens daily blog posts at Histories of Social Media.



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