We once again find ourselves, think agility, at a new threshold as our state and country reemerge from quarantine and businesses are making decisions on their next step. The initial rush of the digital pivot is fading … the next opportunity is stamina and easing back into the new normal, whatever that may be.

However, before we start running that ball, let’s just pause and celebrate the WINS over the past five weeks.

With collaboration of the students, parents, administration and teachers, Faith Family Academy was able to continue to serve their student body food, technology and knowledge. They did not miss a beat. Faith Family Academy, you rock!

To Mister Sweeper, who continues to hire when so many are looking for employment AND keeping streets, parking lots and garages clean, an especially important job right now! Mister Sweeper, you rock!

Agility Rules!

To Corps Team Dallas, who continue to support clients in their hiring, pipeline and talent continuity plans, plus the virtual edition of “What We Love about Dallas,” was a go-to guide for entertainment this month! Corp Team Dallas, you rock!

Despite Big Al’s business being significantly hindered during shelter in place every week they have continue to give big with 100+ meal donations to first responders and the underserved community partners, like Family Gateway, Ronald McDonald House, Genesis Women’s Shelter and UTSW first responders. Big Al’s, you rock!

Essential workers that found a new way to safely do business, you rock!

Entrepreneurs who continue to forge ahead despite many unknowns with business and marketing plans, you rock!

Non-profits that are using creative means to serve their clients, you rock!

Therefore, Stay-at-home parents that are navigating new schedules and systems, you rock!

To the kids (especially seniors) that are mourning traditions missed, but are finding creative alternatives, you rock! 

Above all, all accomplishments, are worth cheering. Find reasons to celebrate and promote good news and good deeds. Recognize all the daily, tiny actions and choices that are keeping our community moving. If we did not catch you in this wrap up, know that we think you rock!

Teamwork is essential in so many aspects of our lives today. How many team hats are you wearing right now?

My kids’ closet shelves are scattered with different hats, jerseys and socks, for instance. I love all our different teams, whether its academic, spiritual, work, sport. We even call our family a team.

“Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results.” – Andrew Carnegie

Big agency life perk is the opportunity to join brands and marketing teams spanning different sizes, categories and geography. Joining new teams to reach goals is one of our favorite things. We are energized and inspired regularly by the talented, dedicated teams we partner with to achieve defined objectives.

Did you know that our Chief Rocker blares Boys of Fall by Kenny Chesney every day in her car during football season? The lyrics resonate with her for many reasons and because of the quotes by some of the greats at the end. Above all, her favorite quote is from Joe Namath: Life is a team game. It is the big game.

Effective teamwork is simultaneously simple and challenging.

We’ve rounded up nine factors that we link to team success. The folks that live and nurture these factors seem to achieve their targets effectively and consistently.

Nine factors of successful teams:

1. Clear and Defined Goals
2. Clear and Assigned Roles
3. Be and Stayed Organized
4. Respectful Interactions
5. Constantly Communicate
6. Equal Contributions
7. Support Each Other
8. Produce Quality Outputs
9. Have FUN!

My family invests a lot of time in sports, we are a football, basketball, soccer and baseball loving crew. Therefore, team sports organically have all these components – how convenient for parenting two preteen boys! Do your teams hit all the notes?

Teamwork rocks!

Marketing insights are ever changing in the year 2020. Front Porch Marketing is nine this month! To open our celebration, we thought it would be fitting to look at nine marketing insights to help grow your brand and top line. Are you on track for steady, long-term growth?

Nine Marketing Insights to Grow the Top Line

1. Brand architecture is paramount. Think of your brand like a pyramid and focus first and foremost on the base level. You can alter the other pieces and levels as needed, but the base must remain solid and stable. Need help designing that base? Start with a branding exercise.
2. Referrals are fabulous, but how do you grow them? According to a TrueSpace and Gallup study titled the Five Conditions Assessment, slow and steady (and a tight focus on your market), wins the race. “The project’s data shows that the tighter a company’s focus on its market, the stronger its revenue will be,” according to Charles Fred, TrueSpace chairman and chief executive.
3. Be consistent with your marketing. Shift your time frame and focus on long-term ROI, not just the instant gratification that comes with getting a flier or social media post out right now. For your brand’s long-term growth potential, consistency – in colors, words, logos, etc.- is key. Along those same lines, one single marketing campaign isn’t your silver bullet.
4. Blogging is alive and well. Choose your Medium (pun intended!) based upon your target audience’s preferences and vary your content to avoid direct product advertisement only, and blogging is still a huge piece of the inbound marketing trifecta.
5. Don’t underestimate the power of email marketing. Period. As the second piece of the trifecta, personalized email marketing is a direct, inexpensive and easy way to generate leads. Want to double down and double your leads? Of course, add automation.
6. Social media rounds out the trifecta. Social media’s influence has grown so much over the past nine years. With its ability to connect brand and audience through real-time interaction, social media is a hugely successful marketing tool. In other words, it is another avenue through which consistent, organic content can “give you wings” without exclusively hacking your own product. For instance, ask Red Bull.
7. The printed piece is not archaic. Direct mail, business cards, handouts and personalized birthday and holiday cards work. There is something timeless about printed pieces, particularly if your target audience tends towards paper over electronics.
8. No matter the size of your marketing budget, you can make your mark. For instance, social media, blogging and e-mail marketing mean anyone with a dream and a solid plan can connect with others quickly, easily, and cost-effectively. Don’t let minimal marketing dollars hold you back. Therefore, use the budget you do have effectively by building the right partnerships to execute solid marketing plans.
9. Teamwork makes the dream work. On the porch, we don’t take this lightly. In other words, we truly believe that to whom much is given, much is required. Giving back to our communities and supporting each other is a cornerstone of our personal and professional lives. Of course, make it a priority to connect with those around you.
   

Thanks for NINE FINE years!

Above all, we are only able to celebrate nine years on the Porch because of our clients, advocates, friends, family and team. A heartfelt thank you to each of you – past, present and future. Of course, we love what we do and are ready to rock with you this year!

Are you meeting customer expectations? We all know the importance of customer service when it comes to running a successful business. In this social media obsessed world we live in today and the age of instant feedback, excellent customer service can go a long way, but an excellent customer experience can go even further!

Until recently, the quality of product and service provided were the keys to winning customers and earning their business. But today, a new factor has come into play and that is providing the best customer experience.

A recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customers will stay loyal based upon the experience and if you can’t keep up, they will move on (bye, bye).

Happy customers remain loyal customers.

Consider these statistics:

• 1 in 3 customers will leave a brand they love after just one bad experience.
• Research by American Express found that 86% of customers are willing to pay more for a better experience.
• 49% of buyers have made impulse purchases after receiving a more personalized customer experience.
• Customers that rate companies with a high customer experience score spend 140% more and remain loyal for up to 6 years.

Customer experience (aka CX) is the biggest opportunity businesses have to reduce customer churn and increase revenues. The problem is, most businesses think of customer experience and customer service as one in the same when in reality, customer service is only part of the many pieces of customer experience.

Simply put, customer service is a single touch point with a brand, while customer experience includes every touchpoint a customer has with a brand from the first time they hear about you until after completing a purchase – basically the perception the customer has of a brand. While you may think your customer experience is one thing, the customer may see it as something completely different and that is what the actual customer experience is.

Managing customer perception should be the top priority for every business and having a strategy for customer experience is the best way to make that happen.

Customer expectations are rising.

The expectation is that every single interaction with a brand be the best that it can be.

Below are several strategies for creating a great customer experience:

1. Create a clear customer experience vision that is customer focused and can be communicated within your organization. This statement will act as the guiding principles and drives the behavior of your organization.
2. Understand who your customers are and you can get to know their needs and wants.
3. Connect emotionally with your customers.
4. Collect customer feedback. It’s the only way to know if you are delivering on your promise. Try using live chat tools, conduct a focus group or send an email with a follow-up survey. Hey, even pick up the phone, for instance. In other words, get feedback, share it with the team and fix what is broken.
5. Develop your team to the standards of your vision. Using the feedback collected from customers, identify the training needs for each member of your support team.
6. Use employee feedback to improve the customer experience. Because, it’s your team who are interacting the most with your customers so give them an opportunity to share their ideas.
7. Measure the results of your customer experience investment. There are several metrics available for tracking customer experience over time which include Customer Effort Score, Net Promoter Score, Customer Satisfaction Score and Time to Resolution. These tools allow you to track the success or failure of changes you implement that might affect your customers.

Customer expectations are at an all-time high and word spreads fast! The importance of the customer experience increases because the customer becomes even more empowered. Customer experience is an area that needs constant attention.

Because, a greater focus on customer experience strategy, businesses will see a reduction in customer churn and an increase in revenue growth.

Need help developing your customer experience strategy?

Practicing gratitude as a business leader can be challenging at times. Sometimes it is hard for business leaders to know what to be grateful for because of the many hats we wear, and the myriad of opportunities thrown our way each day. The big stuff often overshadows the tiny pieces of our everyday lives for which we should be grateful.

However, science has shown that regularly practicing gratitude makes you happier. Doing so makes you a better leader, which makes your team happier.

Want to be thankful at a time when it seems impossible?

Consider these things to find an attitude of gratitude:

1. Focus on the here and now. Ask yourself what you are grateful for this very minute. Perhaps it is that you made it safely to work or appreciating your computer didn’t choose this instant to crash.
2. Actively listen to a team member. Take time to truly listen to people when they talk to you, even though your mind is going a million different directions.
3. Each time you talk to a team member, thank them for something. It doesn’t have to be a big something. Acknowledge a nicety they did for a teammate or client. Say a simple thanks for sharing their thoughts with you. Let them know when they brighten your day.
4. Remember your “why.” Consider how the work you do benefits the people for whom you do it. Be thankful you have the opportunity to lead.
   

As a leader, go beyond. Go beyond yourself. Focus on showing thanks to others. Take it beyond Thanksgiving. Focus on practicing gratitude beyond this season of Thanksgiving.. Strive to live a life of gratitude, not just a season.

Julie Porter, Chief Rocker, is grateful for her precious family and their health, Texas high school football and the fabulous Front Porch Marketing team, clients and advocates. She tries to focus on showing gratitude to others daily as often as possible.

It is every business owner and leader’s goal to build a company that is both valuable and loved. It’s an easy goal to state; but not necessarily easy to realize.

Let’s take a look at 2019’s most valuable brands according to Forbes:

1. Apple
2. Google
3. Microsoft
4. Amazon
5. Facebook

And now here are the 2019 top five most loved brands according to Morning Consult:

1. Amazon – 4th most valuable
2. Google – 2nd most valuable
3. Netflix – 38th most valuable
4. Facebook – 5th most valuable
5. The Home Depot – 32nd most valuable
   

Note the crossover with the most valuable brands and most loved? That is a result of branding. So how do you create a company that is both valuable and loved?

You create an authentic brand.

Branding can mean different things to different people, so let’s clarify this and the value it can bring to your brand. Simply put, your brand is your promise to your customer. It tells them what they can expect from your products and services, and it differentiates your offering from that of your competitors.

Your brand is derived from who you are, who you want to be and who people perceive you to be. How clearly and consistently it’s delivered at every point of contact is vital to how strong the brand can become.A strong brand creates brand equity, which is one of the factors that can increase the financial value of a company.  

If your company invests in its brand, you can achieve and enjoy the following benefits, to name a few:

• Higher price points and less pricing pressure

• Greater market value
• Reduced competition

• Increased business opportunities (partnerships, licensing deals, acquisitions)

So how do you get there?

We say it all the time, strong brands don’t happen by accident. Investing in your brand requires taking a close look at who you are and what you stand for, and then committing to delivering on that promise at every touch point.

Your brand must be both differentiating and emotionally relevant. Ask yourself, what do you do? How do you do it? What makes you different? These answers are the seed for your brand story, which becomes the litmus test for everything you say and do as an organization.

If an experience has your company associated with it, then it offers a specific and meaningful promise. It’s what your target audience (both customers and prospects) should expect, and it’s the culmination of feelings they have after an experience with you.

If your brand consistently delivers on its promise, then your target audience will come to trust it, and trusted relationships develop into emotional bonds that are hard to break. This loyalty to your brand means greater business success and reduced competitive threat.

The process we use to draw out and solidify your brand and its story is an extremely valuable effort for stakeholders and employees alike. If your brand needs some direction, we can help!

On the Porch, we believe grace happens.

We preach the importance of being authentic – personally and in branding.

Part of being truly authentic means not pretending that life is sunshine and roses when it isn’t. Last week on the blog, Jacqui (aka The Back Porch Rocker) offered her thoughts on recovering from life’s unexpected storms.

One of her suggestions is another familiar refrain on the Porch – to have and give grace.

In the spirit of authenticity, her post hit me hard. We often encourage our followers to have grace, but I realized that in my forty-something years, I have never, not once, asked for grace – personally or professionally.

That doesn’t mean I haven’t experienced it. There have been times I received grace without having to ask for it. And there have been times I extended it to others. But I can see that there have been times I probably should have asked for grace. There are times I should have extended it to others without them having to ask.

Admittedly, I was born with the “suck it up, buttercup” mentality. I have always considered my ability to keep things together, for myself and for others, one of my great strengths.

That all changed for me a little more than four and a half weeks ago when a personal tragedy shook me to the core.

A “suck it up, buttercup” mentality would not have shown grace – which was desperately needed – to my family, my friends or myself.

Something had to give professionally. I had to take a step back. I had to ask for grace at work.

The entire Front Porch Marketing team responded without hesitation. Our clients and business partners who knew what had happened did the same.

I was extended grace in many, many ways. And I am thankful for it.

So the next time grace is called for, try doing these thing to show grace to a team member, client, partner, or even a boss:

1. Anticipate and delegate needs. If you are aware of a project or deadline, consider how you or others may be helpful to get it completed or postponed. Communicate and/or delegate those needs accordingly.
2. Forgive mistakes. Forgiveness is always important. Mistakes during this time are understandable.
3. Don’t take things personally. During a time of crises, jovial people may become short-tempered or normally talkative people may go radio silent. It is not about you or their feelings toward you. Don’t take it personally. See number two, above – it applies!
4. Provide a “free” zone. Offer a listening ear. Make it known you are a judgment-free. When a team member needs grace, give it freely without questions, expectations, or conditions.

Life has a way of rocking us unexpectedly.

Strive to build work environments that allow every member of your professional tribe to feel safe in asking for grace at work when they need it.

I have been to plenty of conferences before, but I don’t think any a conference has resonated with me quite like this year’s Nonprofit Communicators Conference. Judging from the theme alone, “Communication for Social Good, Impact, Authenticity and Executive Presence”, the conference could have been six hours of well-worn clichés. Instead, I came away with a lot of great insights.

Authenticity Matters

When I hear words like “authenticity,” it sounds like one of those touch-ey feel-ey phrases that make me roll my eyes. Why should we care if a company is being authentic or not?

We live in interesting times. Globally, we are experiencing a lack of trust in institutions, including schools, media, government, and yes, nonprofits. With the share of Americans donating to nonprofits in decline, this lack of trust is disturbing news.

For-Profit companies cannot afford to ignore this reality either. Almost two-thirds of the consumers around the world based their purchasing decisions on their beliefs.

Authenticity is knowing your story and owning it. It is your history and your values. These values must be proven over and over again. A company’s history, story, and values are how they can inspire others.

Here are a few authentic brands. Is your brand an authentic reflection of your company?

Leadership Models are Changing

When I saw that there would be a workshop on executive presence and internal communication, I thought it would be someone telling us to “power pose” our way through work. The workshop turned out to be much more than that.

I used to think of a leader as a hard-charging person who was often the loudest or the most extroverted. Sort of like a bull in a china shop, but more charismatic. More of drill sergeant than a coach.

This “command and control” model of leadership is changing. People spend more than 90,000 hours of their lives at work. Our work and personal lives often blend into each other; with many workers who are expected to be “on” 24/7. I think these people deserve better than a drill sergeant for a boss.

Leaders listen, are constantly learning, they always ask for feedback and they are other-centered.

Leaders also have a “magic sauce” called Executive Presence.

Executive Presence is Crucial

What is executive presence? It’s the qualities of leadership that

“…align, engage, inspire and move people to act.”

– Suzanne Bates, Executive Coach

According to the Bates Executive Presence model, there are three dimensions of executive presence:

• Character – Qualities of a leader as a person that are fundamental to who they are and give us reason to trust them. These qualities include integrity, concern for others, and humility.
• Substance – Cultivated qualities of mature leadership that inspire commitment, inform action and lead to above-and-beyond effort. These qualities include practical wisdom, composure and vision.
• Style – Over, skill-based patterns of communicative leadership that build motivation and that shape and sustain performance. Behaviors like intentionality, inclusiveness and assertiveness fall into this category.

Executive presence is an inside>out process, it starts with inner work. The workshop presenter described executive presence with a flight analogy – executive presence is like “putting on your oxygen mask first.” You must know who you are – your story, your voice, your values – before you can expect to lead others.

You can’t bluff your way through executive presence. True leaders are difficult to come by for a reason. Anyone can bark orders at people. Few people can actually inspire others to act.

I know which type of leader I would like to follow and which type of leader I aspire to be.

The Power of Storytelling

Human beings are wired for stories. Stories are a universal language. They carry weight, often even more so than facts because stories can make us feel something – joy, sadness, anger, etc.

Both organizations and individuals must know their story to make an impact in this world. A few questions to think about when contemplating your own story:

• What is the story you are telling the world? Do your organization’s values match your deeds?
• Whose story are you telling?
• How will you tell your story? Does your story lend itself to video? Social media? A podcast?

Stories matter – they inform our world view and they can inspire others to action. What’s your story?

Corporate Culture Communicates a Lot

Today’s workplace asks a lot of its employees, and employees are looking for more in return. In fact, as many other institutions are losing the public’s trust, people are increasingly placing their trust in their employers. Globally, 75 percent of people trust “my employer” to do what is right, significantly more than NGOs (57 percent), business (56 percent) and media (47 percent).

Culture is a kind of communication; it conveys what your company values. When your corporate culture is aligned with your values, when your company “walks the walk,” your employees are more engaged. An engaged workforce is a productive workforce.

And a word of caution from the conference: “Social media has raised the stakes of internal organizational culture.” You don’t want one of your employees becoming so disengaged from their work that they pull an … emergency slide.

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The conference resonated with me for a few different reasons, but they basically boil down to this: I feel like I am at a point in my life where questions about authenticity and leadership are becoming more and more important. How we present ourselves to the world, whether it’s in a professional or personal setting, matters. The stories we tell are important. And whether we are being true to our authentic selves, is paramount.

Now, if you will excuse me, I’ve got some inner work to do.

If I were to google you right now, what would I find? What impressions would I form after viewing your professional history, your social media presence (or lack thereof), and your photos? Would I want to do business with you? Hire you? Befriend you?

Wakeup call, people … you’re being watched. It’s time to take control of your personal brand.

Say what?

Whether or not you identify it as such, you have a personal brand. Branding used to be reserved for businesses, but with the mushrooming social media landscape and the growing gig economy, the time has come to embrace personal branding.

A personal brand is how you present yourself to the world. It’s what you want people to know — who you are, what you think, what you stand for, and what makes you unique. Oftentimes, it’s the first impression someone will make of you.

So … yeah, it’s important. A strong personal brand establishes you as a thought leader in your industry, promotes your company (and your career), differentiates you from those who share your space, and allows you to build trust with those who seek you out.

Know thyself

Developing your personal brand starts with taking an objective look in the mirror. How would you describe yourself personally? Professionally? How would others describe you? Identify a handful of adjectives that feel like spirit words and make them your litmus test for everything you publish, post, share, comment on, and participate in. 

Find your niche. Solidify what sets you apart. And then run with it. It won’t happen overnight. It requires communicating your mission to your audience, in a genuine way, consistently and for the long-term.

Speaking practically

• Focus your branding. Share only what rings true. Posting just for the sake of posting is just noise.
• Deliver value to your audience. Make sure what you’re sharing is relevant to those you are talking to.
• Put the “social” in social media. Interact on the platforms where you live. Comment when you have something to say. Like when something rings true to you. Start a conversation.
• Share yourself with your audience. Give them a glimpse into your life and your soul. People want to know what makes you tick.
• Don’t live and die by your numbers. Having a gaggle of followers is fantastic, but are they your people? Are they engaging with you and furthering your brand?
• Lastly, and most importantly, make sure the on-line version of you matches the in-person version of you. Nobody likes a stepford wife. Don’t get caught up in what you think you should be – be authentic. 

If you’re not sure how to get there, give us a ring. We can help you hone your personal brand and show you how to rock it!

As the leader of your brand, it is up to you to determine the vision for your business, you are also the business leader. You are mission-control to successfully making that vision materialize. Be responsible for recognizing – and deciding how best to overcome – the barriers to your brand’s success.

One of the most powerful (and responsible) things you can do as a business leader is to get out of your own way.

The business leader and/or business owner holds a tremendous amount of power. You can be your brand’s greatest asset and its biggest backer. Critical to your mission, however, is not to become a barrier yourself.

During a conversation with a business owner and CEO of a $50M+ company, the CEO relayed that his largest client could not implement the programs offered to them because the necessary departments were not communicating with each other.

To overcome this hurdle, the CEO stepped in to facilitate meetings and interactions between his client’s departments. However, he was not getting paid for that time and taking on that role took him away from his own responsibilities.

When asked to provide my advice to this dilemma, my answer was simple: Don’t attend the meetings. If he did not attend the meetings, others would be forced to take on rightful ownership of their responsibilities, freeing the CEO to focus on his own responsibilities.

Here are four things to consider as a business leader in order to get (or stay!) out of your own way:

1. Build boundaries and bridges. Don’t put yourself in situations to be the point person when it is not your role. If you consistently play a role not meant for you lines become blurry and you increase your risk of burnout. You also risk not having the time and/or resources you need to be successful. Build a good team – in-house and/or through outsourcing. Then take a step back and let them fulfill their own roles.
2. Do it, delegate it or delete it. Does your to-do list continue to have the same thing on it week after week? Yes? Figure out why. If it is something that requires YOUR attention, do it. If it needs to get done but someone can or should complete it, delegate it. Maybe circumstances make completing a task unrealistic, undesirable or unnecessary – then, delete it. Procrastination is a barrier to productivity and to creativity.
3. Find your joy. Focus on the good contributions. Perhaps you work with a client who is abrasive. Understanding that he or she has a difficult job can help you avoid taking things personally. Look at the good things you are doing in your own role and the positive things the company is doing. If you focus only on the negative or get upset over the same things on a weekly basis, you prevent yourself from seeing the positives of your own – and others’ – contributions.
4. Celebrate success and forget failure. Failure is a necessary part of the process. Expect it. Embrace it. Learn from it. As a leader, failure should be empowering. Don’t let it get you down. Stop and acknowledge when you overcome it.
   

If you can get out of your own way, you may be your brand’s greatest asset. We have built a strong team and could be a powerful ally. Give us a call.