1:43 PM | Posted by Leigh Durst | Edit Post
Say it with confetti, fanfare... raise the pom poms high -- as I gag audibly ... Perhaps it's my mood, or the fact that I don't have time to write an overly sensitive post, but I have to call "foul!" here. The truth is this:
AUTHENTIC ISN'T ALWAYS GOOD!
When I have a bad experience, it's authentically bad. Perhaps the whole thing sucked.... or maybe a chain of experiences sucked. I was disappionted. It was sucky ....and authentically ugly: None of it was "inauthentic" at all.
THERE IS PLENTY OF AUTHENTIC BAD!
If the experiences we offer our prospects and customers fail to authentically aligned to the values we claim to have, they've gotta be fixed. If you are on twitter auto following everyone, DM spamming people, and merely tweeting your press releases, you are making some authentically bad decisions. If you have a broken communications infrastructure where various departments aren't talking to each other -- you've got some authentically bad issues to deal with. If your customer service is flawed and you are breaking promises and creating ill will - it's authentically ugly to deal with. The good news is this -- you can choose to...
BE AUTHENTICALLY GOOD!
Authentically good people and brands understand ethics, boundaries, and how to build relationships based on open exchange, giving and reciprocity. Authentically good people and brands know that they won't always be perfect, but they can admit fault and fix things. Authentically good people and brands don't rip off the competition -- they learn from the competition, and do things better. In fact, authentically good people and brands are working hard to "create better" every day.
WHERE ARE YOU TODAY?
Dump the "lemming speak" and focus your energy -- regardless of where you are in the pecking order of your company -- on being authentically good and doing authentically great work. Speak the truth with love, produce your best, serve others well, think outside your box (and your comfort zone) and strive to make things better. The best brands alive are defined by the outstanding experiences they deliver. Make this your focus and you'll feel the difference. Your customers will feel it, too!
Labels: bad customer experience, customer experience, digital media; twitter; facebook; blogging; social networking; authenticity, leigh durst
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