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How to Improve Your IT Service Management Process: 9 Steps

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Difference between revisions of “Improve Your IT Service Management Process” ←Old Revision (full edit) CategoryGuardian (talk | contribs | quick note) 4 hours ago (Removing category that seems to be a poor fit, based on votes from the Category Guardian) Current Revision (full edit) (undo)  Christy17 (talk | contribs | quick note) 11 minutes ago (categorization) Line 1: Line 1:   Most of the product development based companies or manufacturing industries fail to realize or visualize how customers react to their products and services, once delivered in a tight competitive arena.


Chief Operating Officer’s insight:

How to Do Keyword Research for Content that Generates Leads

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How to Do Keyword Research for Content that Generates Leads written by John Jantsch read more at Duct Tape Marketing

I’ve written about the importance of keyword research before. It’s the critical first step in developing your SEO strategy, and making sure that your business ranks well in organic results on the major search engines.

But the way that you undertake keyword research for your homepage will be different from how you settle on the right search terms for your content like blog posts and podcasts. Plus, keyword research and content creation should have a symbiotic relationship. As you research your keywords and begin to understand how prospects are searching, you can create content that speaks directly to searchers’ intent and needs.

Here are the things you must do to get your content keyword research off the ground.

Start with Your Own List of Keywords

It’s always a good idea to start by brainstorming on your own. You know your business and what you offer to your customers, so you probably have a solid sense of the terms they’re searching for to find you.

It’s important to note that in recent years there’s been a shift in the way that Google handles search queries. Google is now more invested in ranking results based on intent. The person who searches for “home remodeling ideas” is probably looking for something different than the person who searches for “best home remodeler in Kansas City,” right? The latter searcher is probably ready to start knocking down walls and ripping out tile, whereas the former might be daydreaming about redoing their kitchen someday in the next couple of years.

Google acknowledges that the intent behind those searches is radically different, and so they’re now displaying results differently for those search queries. Because of this trend towards semantic search, it’s now important for businesses to consider long-tail keywords.

While your homepage might have keywords that are broader and more likely to cast a wider net, snatching up searchers at various stages of the customer journey, you want the keywords associated with your individual product pages and informative content to be more targeted.

If that home remodeler has various pages for the types of services they offer—kitchen, bathroom, home additions, basement finishing, and so on—they should have long-tail keywords for each of those pages that speak to that subset of the broader audience.

Turn to Auto-Suggest

Another great starting point for your content keyword research is to start searching in Google yourself. Take some of the broader keywords you’ve identified for your business and see what comes up in auto-suggest.

home remodel auto-suggest

Let’s return to the home remodeling example. When you type in home remodel, you get some auto-suggestions that indicate a few trends. One is about technology; the fifth and sixth suggestion have to do with apps and software. The other is about financing; people often search about loans or government incentives associated with remodeling.

This tells you something important about what prospects are thinking about when considering remodeling for themselves. They’re worried about the financial aspect (we all know renovations aren’t cheap!), and they like the idea of being able to have a hand in the design process, accessing technology that can help them plan out and visualize their dream kitchen or bathroom.

If you don’t already have content on your website that speaks to those major areas of interest or concern, maybe it’s time to consider adding some! It’s also helpful to go through and click on those auto-suggestions to see what content does appear when you Google “home remodel incentive,” for example. Who is already ranking in those results? Are they direct competitors? Is there a gap in the type of information you can find in that search—one that you could fill with original content on your site?

Check out the Competition

While it’s important to think about your own strategy, it’s also a smart idea to consider what your competitors are up to. There are plenty of tools out there that can help you do some opposition research into the keywords your competitors are using.

A site like SEMrush can help you see your known competitor’s keywords, identify other potential competitors that you hadn’t previously considered, and monitor shifts in where your domain is ranking (you can access a free 14-day trial of SEMrush Pro using this link).

You can also spend some time on your competitors’ website. Take a look at how they organize their content. Is there a way for you to differentiate your site and content from theirs—a unique approach that you can take to sharing what you do?

Ask Your Customers

By this point, you’ve done a lot of digging into keyword research on your own. Now it’s time to ask your customers what they think. Sometimes the people who know and love your business will have a unique take on what’s so special about you, and it will help you to hit on a vein of content to mine that you wouldn’t have found on your own.

Don’t think of this as a daunting task. Asking for feedback can be as simple as sending a quick survey or simply asking people as part of your conversation with them while you’re on the phone.

There are a few helpful questions to ask. One is, “What search terms did you use when you were researching how to fix your problem?” And, “What search terms ultimately led you to our business?” Plus, it’s helpful to ask what it is that they think sets you apart from the competition; writing about what makes you different is a way to help your content stand out.

Look at Google’s Keyword Planner

Once you’ve gathered up this bundle of keyword suggestions, it’s time to head to Google’s Keyword Planner tool. While it’s designed to work with paid search, it can also help direct your organic search efforts. You do need a Google Ads account to access it, but once you’re in, you can begin to get information about the size of the audience you’ll be able to reach with each keyword, plus insight into how competitive each keyword is.

For local businesses, it’s best to hone in on keywords that are not overly competitive and have a manageable reach. If you go for broad keywords that are highly competitive and can reach millions of people, it doesn’t do you much good. You’ll then find yourself coming up against giant brands, and you’ll never be able to rank well in that arena. Plus, you don’t need to reach tens of millions of people; you’re serving your specific community, so those are the people you want to see your name in SERPs.

Create Hub Pages

Once you’ve settled on the keywords for your content, it’s important to mold the content itself to speak to the intent behind these keywords. You understand now what your audience wants, it’s time to create content that gives them just that.

I’ve talked a lot about building hub pages recently, and that’s because they’re an incredibly powerful tool when it comes to establishing trust and authority plus dominating in search results. Hub pages allow you to build what’s essentially a mini-Wikipedia for your area of expertise. You put all of your content related to a given topic on a hub page and tie it together in a way that addresses the questions a prospect might have.

Let’s return to the home remodeler example. One of their hub pages could be “The Ultimate Guide to Kitchen Remodeling.” On that page, they’ll link out to content (blog posts, video, podcasts) that cover all the ins and outs of a kitchen remodel, from initial research to picking finishes to project management once the renovation is underway.

Through keyword research, you learned that financing the project and using tech in the design stages were important issues for a lot of homeowners, so you want to include content that addresses those issues.

With this hub page, you become the comprehensive source of information on the entire kitchen renovation process. Not only does this allow you to become an authority early on in prospects’ research (making them all the more likely to turn to you when they’re ready to hire someone!), it also does great things for your SEO. Prospects stay on this hub page for a while—there’s a lot of information to soak in! They click on a couple of articles, navigating back to the hub page in between. They may even share an article with their spouse about the renovation process, or send a video to their friend who’s helping them pick new appliances.

When visitors spend a lot of time on one page, search engines get the message that it’s a well of great content. They want to provide their searchers with the best results, so they bump your hub page up in SERPs to ensure that it gets found by a broader audience.

Great keyword research for content is about using that research to guide your content creation process. You can learn a lot about search intent and what prospects are looking for by undertaking effective keyword research. Armed with that knowledge, you can then create content that speaks to those prospects’ wants and needs, ensuring that you stand out from the competition.

How to Choose Your Life’s Purpose

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How to Choose Your Life’s Purpose written by John Jantsch read more at Duct Tape Marketing

Marketing Podcast with Brant Menswar
Podcast Transcript

Brant Menswar headshot

Today’s guest on the podcast is keynote speaker and author Brant Menswar. He is an award-winning musician and founder of the band Big Kettle Drum, and he’s also the CEO and founder of Rock Star Impact, a boutique agency that helps individuals and organizations to define and live by their values.

He is the author of the book Rock ‘n’ Roll With It: Overcoming the Challenge of Change, and is working on his next book, Black Sheep, due out in October 2020.

On this episode, Menswar shares his process for helping people to hone in on their core values so that they can choose their purpose and live a more intentional, fulfilling life.

Questions I ask Brant Menswar:

  • Finding purpose is such a hot topic. With so many books and lectures on the subject, why are we still not finding our purpose?
  • How do we choose our purpose?
  • How do we hang onto our values when we’re out there living life?

What you’ll learn if you give a listen:

  • Why we shy away from defining our core values.
  • How to separate out what’s important to us from our non-negotiables.
  • How finding your purpose can help you overcome self-sabotage and imposter syndrome.

Key takeaways from the episode and more about Brant Menswar:

Like this show? Click on over and give us a review on iTunes, please!

This episode of the Duct Tape Marketing Podcast is brought to you by Intercom. Intercom is the only business messenger that starts with real-time chat, then keeps growing your business with conversational bots and guided product tours.

Intercom’s mission is to help you provide simple, quick, and friendly service for your customers. When you can give your customers the one thing they’re looking for, you’ll generate amazing results for your business.

Want to learn more and take advantage of a 14-day free trial? Just go to intercom.com/podcast.

Transcript of How to Choose Your Life’s Purpose

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Transcript of How to Choose Your Life’s Purpose written by John Jantsch read more at Duct Tape Marketing

Back to Podcast

Transcript

John Jantsch:  Hello, and welcome to another episode of the Duct Tape Marketing Podcast. This is John Jantsch, and my guest today is Brant Menswar. He is a keynote speaker, award-winning musician, and author of the book, Rock ‘N’ Roll With It: Overcoming the Challenge of Change. So Brant, thanks for joining me.

Brant Menswar:  Hey, thanks so much for having me, John.

John Jantsch: All right, so the question everybody wants to know, since I said in your intro, award-winning musician, how does a rock and roll musician become a speaker and author?

Brant Menswar: Well, when you realize you’re getting too old to tour the country 120, 150 dates a year, and you don’t want to give up the stage, you transition to the world of keynote speaking, and so that’s what it sort of was for me. It was just, 20 years in the music business, and not feeling or looking like I’m the 85-year-old that my inner self tells me that I am, I had to make that changeover to the speaking world, and it’s just been amazing since it’s all happened.

John Jantsch: So let me ask you this, if you … Because you’ve spent so much time on stages with big audiences, and you probably got used to that a little bit, I mean, a lot of people talk about speaking for the first time or first 20 times, just being scared to death, do you feel like that part was kind of gone for you?

Brant Menswar: Yeah, I never, even in the performing side on the band with Big Kettle Drum, I never really experienced fear in that way. I’ve always been … I would describe it more as anticipation, anxious. I want to be up on the platform, I want to be performing or speaking or whatever it is, so most of that stuff, for me, happens before I’m on the stage, but once I’m there, it’s probably the only area in my life that I’m 100% present in the moment.

John Jantsch: You know, when I first started speaking, I, a lot of times, suffered from … like a lot of people do. I’d never done it before and knew I needed to do it for my business. I remember sort of it felt like an overnight change, almost, that when I shifted my mindset to not being like, I’m up here performing, but I’m here to actually help these people that are here today, and some … it completely took away all the nerves for me.

Brant Menswar: Yeah, I completely agree with that, and for me it was the difference of, when I shifted from thinking I was trying to sell them something, to, I’m there to give them something. When I made that shift, you know, I’m not trying to sell them on how good the music is, I’m trying to give it away, and same with speaking. I’m not trying to sell them on anything for them to buy. I’m trying to give away this knowledge that I’ve acquired over the years, that I think might be helpful for them.

John Jantsch: You talk a lot about … It’s not in the title of your book, necessarily, but you talk a lot about purpose.

Brant Menswar: Yes.

John Jantsch: Obviously, it’s an important topic. Everyone’s looking for it. What the heck is it, really? I mean, seriously, there’s so many books on purpose, so many speakers talking about purpose, why aren’t we getting it?

Brant Menswar: Well, because they’re all wrong. That’s ultimately the easiest way for me to answer that question. Here’s the problem. You have someone like Simon Sinek come out with a book, Start With Why, and everybody jumps on the bandwagon, and it’s just not true. You don’t start with why, you start with what. You have to start with what are your non-negotiables. What are those core values, those five or six things that you cannot be moved from. If you do not do the work to define those things before you choose your why, then your why is going to be wrong 100% of the time.

Brant Menswar: So, for me, the reason that there’s so many books and it’s still really not having the transformation that it should have when you talk about purpose, is because we don’t really understand what purpose is. Actually, the phrase, I laugh all the time because the phrase “on purpose” I think is probably the most misused phrase in the English language, because in order to do something on purpose, you have to know what your purpose is.

Brant Menswar: I spend my life now on stages in front of thousands of people, asking people, “Raise your hand if you can tell me concisely in one or two sentences, what is your life purpose, why did you choose it, and how do you live it out every day,” and it’s a fraction of a fraction of a percent of people that actually raise their hand.

John Jantsch: Yeah, I think what … I’m going to defend those people that didn’t raise their hand, partly because it’s not cut and dried. It’s not black and white. It’s evolving, it’s moving. Even if you sat somebody down and said … I bet you, people have trouble listing out their non-negotiables, and that should be easy, right?

Brant Menswar: Oh, yeah.

John Jantsch: But the world makes it hard.

Brant Menswar: Yeah. Well, it’s not easy. I mean, that’s why we don’t do it. We don’t do it for a couple of reasons. Number one, it’s often painful because our core values are developed over the course of our lifetimes, and they rarely, rarely change outside of a catastrophic event. Most people don’t do the work to dig back through their history to figure out these things that matter most to them because it’s laden with experiences that were painful. Core values aren’t necessarily born out of happiness. They can be born out of some really painful experiences, and so people don’t want to do that.

Brant Menswar: The second reason is, the minute that you do define these things and say, “You know what? Here are the five things, the five principles, the five core values that are going to guide my decisions and I’m going to live my life by,” all of a sudden you have something to hold yourself accountable to, and we hate accountability. As a people, we want that radical freedom, right? We want the ‘Merica, and it’s just, it’s so difficult for us to stay committed to the things that matter most when we don’t know what they are.

Brant Menswar: That’s part of the reason that we never take the time to actually define what they are in our lives, because we don’t want to feel bad if we say health is one of my core values, and the alarm goes off at five o’clock in the morning, and I slap it down and say, “Not today, Satan.” Then, am I a liar, or am I lazy? We don’t want to be either one of those things, so rather than have to have that conversation with ourselves, we simply don’t define those values.

John Jantsch: Yeah, I think sometimes complacency or, you know, nothing’s really broken badly, is probably what leads people to that. But you made a really good point about how some of the people that have gotten the most on purpose have almost lost it all.

Brant Menswar: Yeah.

John Jantsch: I hate to say that we all need to go through that, but what … to what degree does sort of realizing, I’m not going to live forever, play a role in this?

Brant Menswar: Well, I think it definitely speeds up the desire. Let me say this, I feel like we all have an inherent desire to know what our purpose is, I think that’s sort of pre-wired within us, but I also know that unless some catastrophic event comes along, that you’re faced with mortality in some way, shape or form, it’s just, it’s too easy to make excuses.

Brant Menswar: For me, my son, my oldest son, when he was 14, was diagnosed with a rare blood cancer, and we spent 263 days living in the hospital with him battling, and that experience certainly puts into perspective the things that matter most to you and provides you with a different way to look at life. It wasn’t until I went through that that I really got serious about what purpose is and how do you actually engage it on a daily basis.

John Jantsch: I heard you actually talk about … because a lot of people talk about, you have to find your purpose. I’ve always said, generally speaking, purpose finds you, but you’ve actually even talked about it as, you actually have to choose your purpose. Unpack that for us.

Brant Menswar: Yeah. For me, we’ve been misled the majority of our lives in thinking that purpose is something you have to go out and find, but it’s in the defining of the core values that you can choose your purpose, so what’s useful for me. I have six core values that I live my life by, right. They’re creativity, hope, impact, empathy, family, and authenticity. I filter every decision I make in my life through those six things.

Brant Menswar: Now, my purpose? My purpose is actually to authentically … How I would describe it on a regular basis, for me, is to creatively impact people’s lives by authentically providing hope. That’s my purpose that I try to live out every day. Now, when you look at that, you’ll see four of my six core values activated in that purpose, and that, to me, is what’s missing.

Brant Menswar: That’s why there’s so much confusion around purpose, because purpose literally is the activation of your core values, so until you define what those are, it’s impossible for you to get to purpose. But once you do, you can speak them into existence, so you can program them into your day. You choose when and where they appear, and that is when you start to experience transformation, which is what purpose is all about.

John Jantsch: Well, I think that, in listening to you just there, I think the challenge really is the brutal honesty that it takes to actually define those core values. I mean, it’s really easy to come up with some sound-good core values. I mean, I’ll throw one out for you, not to challenge you on it, but authenticity, that’s one that everybody has, right, but so few people actually live it. But it sounds good. So how do we get past the sounds good exercise and get to what’s real?

Brant Menswar: Well, it takes work, right? The truth is that when I do … So I’ll do these workshops where I help people define their core values. It’s a five week program, that sometimes, when I’m hired, they give me an hour, which is just an impossible task, but we can at least start the conversation. And the conversation that we have to start is … Typically, what happens is I put the lowest hanging fruit I can, which is, “Here’s a list of 150 values, commonly held. Circle the ones that speak to you.” What I end up finding is that, if I’m in a room of a hundred people, 95 of them circle more than 30 words.

Brant Menswar: So the challenge is, and this is really to your question, separating what’s important from us from our non-negotiables is really hard work when you’ve got a lot of things that are important to you. That’s where the challenge lies, is it takes time, you have to prove that they’re real, and what I find most people do is they give me two or three that are honest and real, and they give me two or three that are aspirational values, they’re who they want to be, but they’re not who they are.

John Jantsch: Well, is there anything wrong with that, though? Can you sort of aspire to a non-negotiable that, maybe because of society or because of the way you were raised, didn’t develop early?

Brant Menswar: What I would say, I don’t know that there’s anything wrong with it, but it’s not reality, and so if you’re living your life based on something that’s false, there is no proof. Part of the thing for me is, once you give me or I help you define whatever those five are going to be, you spend two weeks on something that I call archeology, where you start digging through your day for proof.

Brant Menswar: If two or three of the things that you say are your non-negotiables don’t show up, then my guess is they’re not actual non-negotiables. They’re not one of your core values. They may be something that’s important, yes, but they’re definitely not these things that you are going to live your life by. What ends up happening is we either look, pick and choose a different value that is showing up, that didn’t make the list for whatever particular reason, or we do something that I love to call leveling up.

Brant Menswar: If somebody says to me, “Look, family is one my core values, faith is one of my core values, community is one of my core values.” Well, what ends up happening is, if you look at those things, you start to realize that maybe it’s something more like connection. Connection encompasses all of those things, whether it’s spiritually, physically, relationship-wise, so maybe we have to level up to get a larger umbrella so that you are encompassing more things.

Brant Menswar: It takes time. It takes weeks of doing that, and really, it takes a good four, five, six months before you can honestly say you own those values, and you know they’re real, and you have proof. No one needs to believe you when you have proof, and that’s the goal.

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John Jantsch: I work with a lot of entrepreneurs, and a lot of folks that, they’re trying to hustle and make their way and get this business thing going. It’s funny how,, in those moments they can sort of get pushed out of who they really are, and turn around and go, “What happened?”

Brant Menswar: Yeah. Sure.

John Jantsch: These are not bad people. These are people that have these core values, but in the moment, get pushed away from them. So how do we, in the heat of the moment, so to speak, how do we stop from screwing up?

Brant Menswar: Well, they lost the tug of war, right, at the center of those struggles, when, what you just described is a tug of war between our values and our feelings. Our feelings are monsters. They are incredibly powerful things that can change any scenario in a wrong direction so quickly that the only way to battle it is to truly define and own those five or six things that you know for sure are those non-negotiables, those core values.

Brant Menswar: For me, by defining what those things were, it made my life so much easier, because sometimes my emotions got in the way. Sometimes I’m all hot and bothered over the way somebody spoke to me, and to be able to sit there and go, “Is this impacting me creatively? Is it taking away my hope? Is it challenging my impact?” If it’s not doing any of the six things, if it’s not offending any of those six things, then I can let it go and not think about it. But when we don’t define those things, we can never put a finger on it, so it makes it really hard to let it go.

John Jantsch: Yeah, so then when the, I’m not really good enough, I’ll never make enough money, I’ll never be successful, when those thoughts come up, you’ve got something to push them away, don’t you?

Brant Menswar: It’s absolutely true, and there’s a lot of books out there about this imposter syndrome, and the negative self talk and self sabotage, and a lot of these books recommend you sort of pushing those away and ignoring those. Where I come from, that’s the worst thing you can do. You want to talk about giving that voice more power in your life, pretend it’s not there.

Brant Menswar: What I always say in those scenarios is, whenever I have a thought that’s really negative, that’s impacting me that way, I give that voice a seat on the bus, but that voice is never going to touch the wheel. I drive the bus, but I will happily give them a seat on the bus, and I’ll ask them one question, always, “What makes it okay for you to talk to me that way? What happened? There has to be a reason that you think it’s okay for you to talk to me that way.”

Brant Menswar: What I come to find out is, is that it’s buried in a lot of emotional garbage that should just be pushed aside, but at the center of whatever that negative thought is, is some real truth. I have to be able to get to that truth and accept it for what it is, thank them, give them that opportunity to share their voice, which actually takes their power away, and then say, “Go back and sit down in your seat in the back of the bus. Thank you very much. I’m going to continue to drive forward in the direction I want to go to.” But most of us simply hand the wheel over to that voice and say, “You steer for a while,” and before you know it, we’re really off path of where we want to go to in our lives.

John Jantsch: So, if I bring Brant into my life, is there the five step, here’s how we would choose purpose, we’re going to do step one, then step two? I’m not trying to over simplify it-

Brant Menswar: Sure.

John Jantsch: … but is there sort of a process?

Brant Menswar: Yes. Yeah, absolutely, and it’s a multifaceted process because some of us get there in different ways. To start the conversation looking at a list of words is fine, but it’s never going to be deep enough to really get to the truth. But it’s definitely a great place to start.

Brant Menswar: One of the things that I always encourage people to do is to make a list of their favorites. What’s your favorite song? What’s your favorite movie? What’s your favorite food? What’s your favorite smell? Because our favorites are clear indicators of some of those core values that we possess. They are our favorites because they’re scratching the itch of one or more of our core values. It’s an easy, fun way to get to some answers that you can start to dive deeper into.

John Jantsch: Yeah, that makes a ton of sense. My favorite band, Big Kettle Drum, all day long, so-

Brant Menswar:  Yes, baby.

John Jantsch: All right, so then how are we going to work on that stuff? Okay, so now I’ve got the list, I’ve got something that tells me something, but now it’s Monday morning again.

Brant Menswar: Yeah. So here’s the big difference, right, here’s the transformation, and this is where, honest to God, my life changed a year ago. I’ve been teaching this for a number of years, but I never really experienced the power of defining these things and owning them until I read an article, just about a year ago, that was on Gary Vaynerchuk. This was The New York Times, and the title of the article said, “Future Jets Owner, blah, blah, blah, blah.”

Brant Menswar: Well, if you’re familiar with Gary V. in any way, shape or form, you know that his life’s purpose is to own the New York Jets. That’s all he wants to do. Everything he does is in alignment with that goal. In the article, they interviewed Gary’s brother, and the journalist said, “I have to tell you, it’s a little strange talking to Gary because he just, he speaks about this like it’s going to happen. It’s like it’s a foregone conclusion. Gary will tell you he’s going to work till he’s 68, he’s going to make a couple of billion dollars, he’s going to buy the New York Jets, they’re going to go to eight Super Bowls, they’re going to win six, and he’s going to die, and then he … He has it all planned out.”

Brant Menswar: The funny thing for me was, the answer the brother gave is what changed everything for me. He said, “Of course, he’s going to speak it into existence.” When I read that, I found the missing link. You see, defining your values, proving that they’re real is one thing, but speaking them into existence is something else. So what happened was, we went from developing this archeology, where you start digging through your day, looking for proof that they’re real, into a programming of your values, literally speaking them into existence. What we do is we sit down with the people when they’re done, and we look at their calendar, and we look at their schedule for the day, and we say, “Where are you going to program these values to appear?”

Brant Menswar: So if I had a meeting with you, John, at two o’clock today, and I knew that you were going through something that was, maybe in your personal life, that was a little bit rough, well, empathy being one of my core values. If you looked at my calendar, you would see the word empathy written next to the appointment time, because I am going to speak that value into existence when I talk to you. So I start programming these values into my day so that they appear.

Brant Menswar: Since I’ve started doing that, my entire life has been accelerated at such a rate. I went from speaking pretty … at a decent clip, to an article coming out, naming me one of the top 10 motivational speakers in the country. I have no idea how I made that list, but I believe in my heart of hearts that it’s because I started speaking my values into existence. All of a sudden, my fees triple, I have a new book coming out, all these things happening because people are seeing these things that I say matter most.

Brant Menswar: I don’t have to do anything other than know that if I program them into my day, there’s no question as to whether or not people are going to have that experience with me, and the control freak in me absolutely loves that ability to speak those things into existence, because in reality, I never have to compromise.

John Jantsch: I love that idea, because calendar is something we all habitually do anyway, so-

Brant Menswar: That’s exactly right.

John Jantsch: … to actually then add that is not going to be too much of a stretch, maybe, for people. I love that.

Brant Menswar: Absolutely. Super powerful, and easy, and that’s the goal.

John Jantsch: So Brant, where can people find out more about you, and your work, and your books, and of course-

Brant Menswar:  You bet.

John Jantsch: … Spotify is one of the places, right?

Brant Menswar: Yeah. For Big Kettle Drum, anywhere you grab music. We’ve got Spotify channels, we’ve got Pandora channels. We’ve done it long enough to have at least that level of success, where you can actually find us outside of our website. For me, personally, anything on the speaking side, anything on the values, purpose side, it’s all under brantsmenswar.com. That’s where you can find links to Rock ‘N’ Roll With It and the book.

Brant Menswar: But the new book right now is going to be called Black Sheep, and that comes out in October of next year. But I am incredibly excited about that book because it literally spells out exactly how to do the things you and I just spent the last 20 minutes talking about.

John Jantsch: Awesome. Well, Brant, it was great of you stop by, and I know I’m going to see you soon, but hopefully we’ll run into you out there on the road.

Brant Menswar: Love it. Thanks so much, John. Appreciate it.

This Marketing Guru Says You Should Focus on a 'Coalition of the Willing'

Don't Let Digital Marketing Mistakes Derail Your Business

Kamyar Shah - Forbes Coaches Council

Council Post: How To Hire A CMO Who Fits Your Organization's Needs

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It is critical to hire the right CMO for your startup or established business.

Council Post: Why You Should Hire A Chief Operating Officer (And When To Do It)

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In many cases, having a practical-minded chief operating officer can help ensure that your big ideas are turned into reality.

Creating an Employee Experience Strategy in 5 Simple Steps

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Creating an employee experience strategy is essential to improving employee engagement, performance, and productivity. Learn how to create one!

Chief Operating Officer’s insight:

Workers Look to Managers for Training Encouragement

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Supervisors should encourage employees to hone their current skills and learn new ones, and make them feel comfortable about asking for help and education.

Chief Operating Officer’s insight:

The Self-Reliant Entrepreneur Reading: September 4

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The Self-Reliant Entrepreneur Reading: September 4 written by John Jantsch read more at Duct Tape Marketing

Marketing Podcast with John Jantsch on The Self-Reliant Entrepreneur – September 4

This is the first podcast in a series of episodes about my new book, The Self-Reliant Entrepreneur, due out in October 2019. The book is structured as 366 daily meditations for entrepreneurs, with readings from famous Transcendentalist authors and commentary from me on how it all relates to the entrepreneurial journey.

In the weeks leading up to the release, I’ll be sharing a reading each week from that particular day’s entry in The Self-Reliant Entrepreneur.

Today’s Reading: Into Silence

What are the great faults of conversation? Want of ideas, want of words, want of manners, are the principal ones, I suppose you think. I don’t doubt it, but I will tell you what I have found spoil more good talks than anything else;—long arguments on special points between people who differ on the fundamental principles upon which these points depend.

Oliver Wendell Holmes, Sr. – The Autocrat of the Breakfast Table (1858)

Defending one’s position is a clear signal of a lack of trust – not in the person subjected to your defense, but in yourself.

Assuredness in a point of view sounds a lot like silence.

Yes, today’s call is to be still and listen.

This isn’t a knock on your ability to share or even the fact that you have brilliant ideas to share it’s just that when we choose to listen more, some beautiful things can happen.

In conversation, the economy of our words gives space for others to feel heard and valued. It invites people to find themselves and see you as a source of energy that allows rather than prescribes.

Listening draws ideas, relationships, stories, information, and clues that allow you to better understand the impact you have on others.

For most, but particularly entrepreneurs, this advice requires biting your tongue and reining in your natural inclination, but if you can ever allow yourself to embrace this and practice this, you’ll never give it up.

Today, try to speak only when spoken to and then listen with your entire body. Observe how silence feels and take note of your urges to burst out talking, but more importantly bask in the transformation of those who experience your active listening.

If you have a lot you need to say then write it down. Of course the sneaky little trick in this advice is that writing forces you to listen to yourself and for once observe just what you sound like.

Final Thoughts

I invite you to think about what you just heard me read—you may even want to go back and listen again.

The question of silence and listening is often tough for leaders. We get used to being the person that everyone turns to for the answers, and a lot of times, we want to share our thoughts and provide that guidance.

But there’s a valuable piece of advice I picked up from The Coaching Habit by Michael Bungay Stanier. His book really hammered home the idea for me that, when someone comes to you asking for the answer to something, more often than not, they’re not looking for you to be prescriptive. A lot of the time, they’re looking for you to validate what they think, and to invite them to think up the solution for themselves.

So I leave you with today’s challenge question: Who will you listen to today?

Want to learn more about The Self-Reliant Entrepreneur? Click here.

Like this show? Click on over and give us a review on iTunes, please!

This episode of the Duct Tape Marketing Podcast is brought to you by Intercom. Intercom is the only business messenger that starts with real-time chat, then keeps growing your business with conversational bots and guided product tours.

Intercom’s mission is to help you provide simple, quick, and friendly service for your customers. When you can give your customers the one thing they’re looking for, you’ll generate amazing results for your business.

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Transcript of How to Build a Community Around Your Business

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Transcript of How to Build a Community Around Your Business written by John Jantsch read more at Duct Tape Marketing

Back to Podcast

Transcript

John Jantsch: Hello and welcome to another episode of the Duct Tape Marketing Podcast. This is John Jantsch. And my guest today is Jono Bacon. He is a community and collaboration strategy consultant, advisor and speaker. And he’s also the author of a book we’re going to talk about today, People Powered: How Communities Can Supercharge Your Business, Brand, and Teams.

John Jantsch: So Jono, thanks for joining me.

Jono Bacon: Yeah, thank you for having me on it. I appreciate it.

John Jantsch: You are the first Jono I’ve had on my show. So is there an ethnic origin to that? That’s the first time I’ve seen that name, actually.

Jono Bacon: No. And actually before we even get into that, I like how you pronounce my name correctly the first time. Which basically never happens in the U.S.

Jono Bacon: I was named Jono by a kid who lived opposite a new house that my parents moved into when I was seven. And it just stuck. And that-

John Jantsch: Oh, so it’s a nickname like Scooter or something.

Jono Bacon: Exactly. No, my real name is Jonathan. My stage name is Jono.

John Jantsch: All right. No, that makes total sense. It’s like Bono, you know?

Jono Bacon: Right. But without the money or the talent.

John Jantsch: All right, so let’s talk about communities.

Jono Bacon: Sure.

John Jantsch: What’s the origin of communities in business? I know it’s really popular to talk about right now.

Jono Bacon: Yeah.

John Jantsch: But if we’re going to go back and talk about the role of community throughout business, how would you describe it?

Jono Bacon: So I think really, we’ve seen a real growth in communities in recent years and especially because technology has been growing so significantly. I mean, 85% of millennials, for example, are now on a smartphone, and we’ve seen internet access grown around the world. So what’s happening is we’re able to connect people together more effectively than ever.

Jono Bacon: Prior to all of this technological evolution, people would form together into local communities. And they’d find a lot of value in that because there’s something intrinsically satisfying about people getting together to collaborate around something. And especially when that something has a real sense of meaning. One of the things that we’ve found in behavioral economics is that meaning and doing meaningful work is very important to most people.

Jono Bacon: So in the business world, when you can get your team to collaborate together and to work together and everybody feels connected by the mission of the business, then you tend to get happier, more effective, more proactive employees.

Jono Bacon: So what’s happened is we hear a lot about community these days. We hear about, for example, GitHub has become a hub of technological development and sold to Microsoft for seven and a half billion, and Salesforce has got over a million members, and all these different examples. But really, what’s facilitated a lot of that is the same basic psychological principle around people doing interesting and meaningful work together. Technology is just enabling it more than ever before.

John Jantsch: And would you even say though that it goes as far as just similar interests? I mean-

Jono Bacon: Yeah.

John Jantsch: I mean, the thing about high school. This table was this. This table thought this. This table played this video games. But now they can find that same table anywhere in the world, right?

Jono Bacon: Exactly. I think that’s what it is. We’re inherently social creatures, human beings. And we thrive in social groups, you know?

Jono Bacon:  Now, there’s a good and a bad side to this. We have seen, for example, tribalism forming in negative ways. Fundamentally, what I think we’ve seen consistently across communities is that when you have a central focus and a mission, whether it’s activism, whether it’s a product in your business, whether it’s something else, and you can corral that group of people together with a shared workflow where people can see their own reflection in doing that, it can generate really meaningful experiences for people.

Jono Bacon: And one of the reasons for this is because when we kind of, without delving too much into the psychology, when we participate in groups, we generate the social capital. And social capital is kind of an unseen currency that we tend to think of as reputation. So people who do great work, we tend to respect them. And then that reputation is something we can harness to make decisions or to influence other people. And when that’s done in a positive manner, it’s pretty incredible what you can do.

Jono Bacon: And these principles really apply to a really broad variety of different places. We’ve seen these principles applied in businesses, but also, like I say, in activism and crowdfunding and beyond. So this is really the core of the human condition, I think, is what makes this work.

John Jantsch: Well, and I think a lot of people, especially with the onslaught of social media, I think a lot of people, a lot of businesses have thought about, “Yeah, I need to build my following. I need to build a Facebook group and call that in community.”

Jono Bacon: Yep.

John Jantsch: I mean, when I listen to you talk about community, I’m not sure that some of those communities are formed sort of for the same reason. I mean, they’re almost like “We need a community because then we can turn them into brand ambassadors and then they’ll sell more product for us.” I mean, that’s probably … In some ways that’s probably the wrong way to go into it, isn’t it?

Jono Bacon: I think so. I mean, when I work with clients for example, and they’re interested in building a community in whatever form they’re looking at, the start of the conversation in my mind always has to start with what is the value for your members? Like why should your prospective community members get involved and do this?

Jono Bacon: So we tend to see a lot, particularly online, where people are coming up with all of these hacks and approaches to … You know, examples that you gave, like social media, content, advertising, all of these pieces. And to me, those are the mechanics of getting your message out there. But I think we have to start from why would they participate in the first place?

Jono Bacon: I’ll give you a concrete example. This is actually in the very first page of my new book, People Powered. I used to work for a company called Canonical, and there was a kid called [Abayomi] sent me an email one day. I’d been in this position for about six or seven months. He lived in the middle of Africa in a pretty rural place. And he sent me an email basically saying that he would earn money around his village doing chores. And then he’d walk two hours to his local town. He’d spend all of his money that he raised on an hour’s worth of internet access. And he’d contribute to this project, Ubuntu. And then he’d walk two hours back.

Jono Bacon: And the reason why he did this was because even though he was just a kid in Africa, on the global stage, he was playing a cog in a much bigger machine. And it gave him that sense of purpose.

Jono Bacon: So to me, we have to start with that sense of purpose first. And then all of the mechanics of how we get to people and we bring them in, that all needs to happen. But if you don’t have that sense of purpose, then you run the risk of doing a lot of outreach and then not getting a lot of return when people actually come and join you.

John Jantsch: Okay. So if we’re going to start with purpose then, which obviously makes complete sense, it’s a little counterintuitive sometimes for businesses. So how do we then go about like … I mean, what’s the first step then in saying, in sort of analyzing, even? Because I’m sure people bring you in and they say, “We need a community.” So what’s the first step for … How do you build that and integrate that into an organization?

Jono Bacon: Right. So the first step I think is define that value proposition for both you and for your prospective members. I’m a big believer that ultimately we’re going to get down to very specific tactical details. Every tactical detail has got to have a genealogy that goes back to the value that you want to generate. Otherwise your tactic’s not connected to the point of all of this. So start with the value, and then what we do is we keep zooming further and further in.

Jono Bacon: The next step is to understand the target personas you want to reach out to. So for example, do you want people to be performing advocacy? Do you want them to be answering questions for your other customers and users? Do you want them to be producing technology such as happens in the open source world? Do you want them to be translating what you’re doing? You know, your product or your content.

Jono Bacon: So we first of all identify a set of personas and then shape them into … And understand what do they want? What drives them? What experience do we need from those personas?

Jono Bacon: And then what we do is we generate a set of, I call them Big Rocks, which is essentially what are your broader objectives that you want to accomplish in a set time period?

Jono Bacon: So for example, if we were to say, “Okay, I’m a company. I’m a small company. I’ve got a web product. And I want people to be able to provide help and support each other in kind of a forum-style community.” We define the value and then we say, “Okay, support is our persona.” Now what we do is we say, “Okay, what are the things we need to do to sufficiently put in place that community? Okay, well, we’re going to need to spin up a forum. We’re going to need to have some content and some social media to bring people in. We’re going to want to incentivize and reward people for doing really great work.” So you structure that as a set of high level objectives that gives you a sense of what the deliverables should be.

Jono Bacon: Now, where the rubber hits the road is that with most companies, doing this work is cross-functional. You need your technology team to spin up some services. You need your marketing team to be involved. You may need your product and engineering teams to be involved. So the key thing is once you’ve got that strategy, you need your leadership team to set the expectation in your company. “This community’s not just an island of the side of our business. This is part of what we do. It’s part of the product.” And then you provide guidance to your staff members for how to participate in that.

Jono Bacon: Because the companies that tend to fail in this is they hire a community manager and that community manager essentially acts as like an ambassador to the community. And everybody else thinks, “I can safely ignore the community and just go through that community manager.” And what your community members really want is they want that interaction, they want that engagement directly with your staff. So that’s how I tend to break that down.

John Jantsch: So you mentioned the incentivize word. Is there … I mean, to me, the sort of the unicorn is that people are so in love with this brand or with this product or with this game or something that they’ll willingly spend hours a day, you know?

Jono Bacon: Right, right.

John Jantsch: Helping people out. But the reality is most of us probably need to do something to reward people.

Jono Bacon: Yep.

John Jantsch: But then, I’m guessing the greater the reward, maybe the less the loyalty. I mean, how do you balance that?

Jono Bacon: It’s a really great question. So I think a big chunk of this is … The way I tend to think of it is human beings, again, psychologically, we respond to rewards very well. I mean, it’s one of the reasons why we go to work, we get a salary, why we respond to bonuses, why we get our 10th stamp on our coffee regulars’ card, or you want the air miles at United or Delta.

Jono Bacon: So what we need to do is we need to understand, when we define those personas, what do we want these folks to do? And then how do we define what good is, what success is? And then how do we incentivize people to move in that direction? But also how do we reward when people do great work?

Jono Bacon: And there are two types of incentives I think it’s important for us to think about. We tend to think of swag and gifts and gift cards, which are the extrinsic rewards, and that can get expensive pretty quickly. But what’s even more important are the intrinsic rewards.

Jono Bacon: For example, imagine somebody goes into your community, where you want them to ask a question or you want them to advocate for your product, and they do a great piece of work. They answer a question. Maybe they write a good blog post or do a video about your product. Sending them an email, at the CEO or a CTO or someone, sending them an email and saying, “Hey, I just saw this piece of what you did. We really appreciate it. It’s people like you that make our community tick. Thank you.” That email can buy you another six months of interest and passion, because it taps into that need for validation that we tend to have.

Jono Bacon: So the way I tend to look at it and what I recommend to clients, and I walk through this in the book, is when you design that journey for how someone gets started in your community and how you on-ramp them, onboard them, which needs to be really simple and effective, how do we pepper in these incentives so they’re regularly incentivized to do something new at every step of the way and they’re always reaping a set of rewards?

Jono Bacon: Now, you’ve got to be careful because there is a psychological kind of curve to this, where if you reward too much, what tends to happen is people then only focus on the rewards. So they’re so focused on the rewards, they’re not actually focused on the reason for doing this work, which is to bring value to the community and to make things happen. They just want to get the goodies that you’re providing. So there is a balance to this as well.

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John Jantsch: So as I listened to you describe the process and how you onboard, and I mean, let’s face it, this is a lot of work-

Jono Bacon: Oh, yeah.

John Jantsch: If you do it right.

Jono Bacon: Yeah.

John Jantsch: And I think that that’s where … I mean, I think people probably go in thinking, “Yeah, we’ll spin up a community and that’ll be great. That’ll be another marketing channel for us.”

Jono Bacon: Right, yep.

John Jantsch: But I think they neglect … Then the thing becomes a wasteland, because they neglect to sort of set the proper expectation of what kind of an investment it is.

Jono Bacon: Yeah, no, it’s, yeah, exactly. Communities take work. And the thing is, as well as, and I say this to every client that I work with or when I speak, there is no silver bullet to it. I mean, the method that I’ve developed over the years and that I’ve put into People Powered is the method that I find to work most consistently across the most number of clients that I’ve ever worked with. But everything has to really be tied specifically to the company and to the community and to the team that you’re working with.

Jono Bacon: So fundamentally what I’ve found to work, to kind of tie it all in a bow, is the best thing you can do is to kind of go through these pieces. And they don’t necessarily need to be big pieces of work. I think you can define your personas relatively quickly. You don’t need to spend weeks on it. I think understanding the value on a general … Again, you can define that relatively quickly. But what does need a lot of work is when people start joining your community, you need to have people who are regularly engaging with them and encouraging them to participate, because what builds communities is a sense of momentum.

Jono Bacon: So for example, if you imagine, John, that you walked down your local high street, right? In Kansas City. And you see an interesting new restaurant. If there’s a ton of people in there and there’s a table free, you’re probably going to look at the menu and maybe go in and eat. If it’s completely empty, you won’t go in there. You’ll think that it’s dead.

Jono Bacon: So what we want to do is we want to get people coming into your community and then sticking around. And the way in which we do that is constantly engaging with them, constantly encouraging their participation, their creativity. So we build a habit. And it takes about 66 days to build a habit. So once people have been there for about a month or two, they tend to becomes a habit and then they tend to spend more time in your community. And the amount of engagement that you need to provide in terms of handholding tends to go down. But in the early stages it does require a reasonable chunk of work.

Jono Bacon: But a lot of companies, particularly smaller organizations, can do this with just a couple of people, not necessarily even working full-time. Like maybe a full-time community manager, but then individuals in your company spending 15, 20 minutes a day going in there and spending time.

John Jantsch: Well, there’s a couple of good points there. One, I know it seems to me a community’s kind of passed the tipping point, if you will, when there’s a lot of engagement between community members.

Jono Bacon: Exactly.

John Jantsch: As opposed to just “Okay, I’m the manager here and here’s today’s question,” you know?

Jono Bacon: Right.

John Jantsch: Kind of thing. So I think that happens a lot. I wonder if the low-hanging fruit for a lot of businesses would be to think in terms of segmenting their customers as communities.

Jono Bacon: Right.

John Jantsch: So in other words, our most engaged, our most loyal, our biggest advocates already, trying to find a way to kind of champion them, as opposed to just creating a community that’s going to be all comers.

Jono Bacon: Yeah, all things to all people? Yeah, you raised a really good point, John.

Jono Bacon: The way I tend to approach this is I think there’s kind of three models for general communities. One is that we have consumers, which is people who get together because they share an interest such as fans in a video game forum or people who follow you on social media. The second is champions, where people want to kind of go above and beyond to make your community even more valuable. So these people tend to write documentation or tend to advocate what you’re doing. And then the third is collaborators, people who work together on a shared product. I think you can apply those different models within the same company.

Jono Bacon: So for example, a client that I’m working with right now, we’ve created a community which is purely focused on their executive decision-maker customers, right? So these people are not going to go to a forum. they’re not going to spend time in a web browser hanging out with you. But they do care about good content, networking, dinners, mixers, that kind of thing. So it’s kind of close in some ways to kind of customer success and a little bit of marketing.

Jono Bacon: But then we have another community within the same organization, which is really focused on the people who are implementing their product. So these are much more technical people. And that’s a forum where people can ask questions, where they can stay up to date with new releases and notes and things like that.

Jono Bacon: Combining those two would be awful, because your executive decision-makers would never go to that forum and your implementers would never just want just a drip feed of content and events. So it is important, I think, to tune it pretty carefully.

John Jantsch: One of the things that I have seen, and again I don’t participate in a lot of communities today other than … Probably the most are really on Facebook groups that I see as communities. And one of the things I’ve noticed is the communities that I belong to that are the most active, that people are most engaged, members are being rewarded emotionally.

Jono Bacon: Yes.

John Jantsch: And what I mean by that is that a lot of times their thoughts, fears, rants are being validated by other people.

Jono Bacon: Right.

John Jantsch: Is that a healthy community? Or is that just a community where people can say, “Oh, good, I can go here and say what I want”?

Jono Bacon: I think there needs to be a balance. The way I think about this is we need to be honest about these different elements of the psychology of how people operate. So much of this, part of the reason why I often mention the psychology is I don’t think you can build software, for example, unless you understand the machine it’s running on. And I don’t think you can build communities or businesses unless you understand how people tend to think and operate.

Jono Bacon: And people do tend to be impulsive, and we do tend to get into echo chambers. Now, if you have an echo chamber where the message that’s echoing is one that is positive, one that is focused on building great things, then you can get a lot of really positive discussion. But if that echo chamber is all about negativity, then you can have the inverse effect.

Jono Bacon: So a lot of this, from what I’ve seen, is basically about having good leadership in place, right? So if you have, for example, leaders who are open and transparent and are able to engage with difficult subjects in a way that is objective and focused, you can actually have that kind of emotional response between particularly a company and the community members in a way that is constructive, as opposed to just ranting and bickering.

Jono Bacon: And what’s interesting is, again, psychologically, human beings tend to mimic people they respect, right? This is one of the reasons why if you have a terrible leader in place, you’ll often get a lot of bad behavior. So if you have good leaders who are demonstrating these positive patterns, you tend to get better psychological or … Sorry, collaboration results or communication results in that community. You also need to have, for example, a code of conduct and you need to make it very clear about what is acceptable, what isn’t acceptable.

Jono Bacon: But that emotional connection between people is something that we all crave and that when you can tap into it in the right way, community is incredibly powerful because what you can generate is years and years and years of positive engagement and relationships with your customers and with your users.

John Jantsch: So I think a lot of times when people talk about community these days, they are talking the online forum, you know, the places where people can gather. But can an objective or maybe an outcome of a community be that it actually turns into user groups that do meet ups and that-

Jono Bacon: Oh, yeah.

John Jantsch: That have a physical element to them?

Jono Bacon: Yeah, it’s actually … I think this is really important. I actually dedicate a chapter in the book to this because to me there is something so powerful about being in the same room as somebody, right? There’s a whole set of body language that’s missing online. And real relationships and friendships can be developed more quickly in person. They can be developed, of course, online. But the key thing in my mind is you’ve got to try and have the online and the in-person pieces connected. Kind of a fusion of the two.

Jono Bacon: So I’ll give you an example. Some years ago I used to work for a company called Canonical. And we used to run these developers summits, where we’d get together, we’d bring a whole bunch of our community members together in-person in different locations, and we’d basically plan out work for the next six months. So the community members could play a role in how we shaped the next version of Ubuntu.

Jono Bacon: And there were a lot of people who couldn’t attend those events, either because they couldn’t afford to get there, they couldn’t travel physically or whatever. So what we would do is each of those discussion sessions would actually have a chat channel where people could listen along with an audio feed, and they could actually type into the chat channel and that would be reflected in the sessions. We connected the online people and the in-person people together.

Jono Bacon: Now, some of that doesn’t work completely. That’s not going to work, for example, at a social event generally. But in terms of those working sessions, it worked pretty well. And then, for example, just being able to reflect the output of the in-person session online as well.

Jono Bacon: So there are many examples of people forming local meetups, local groups. I’ve done this with a whole bunch of companies that I’ve worked with, where you get the value of that in-person kind of engagement, but then the online piece can connect in between those events. So you go to an event on a Tuesday night, for example, and then the next event is two or three weeks later. But ordinarily with just meetups, you wouldn’t have any kind of engagement between those two events. But if you wire in the online piece, then you’re keeping people engaged throughout that time.

John Jantsch: Yeah, and I see that happen all the time. You meet somebody at a conference one year and then you stay engaged through LinkedIn and other things. And then all of a sudden-

Jono Bacon: Exactly.

John Jantsch:  Next year, now you’re looking forward to seeing each other as opposed to just a chance meeting again. So it definitely has that aspect.

Jono Bacon: And yeah, and it’s all about that, like I said, building that momentum. Because if you only have these spikes of people spending time with each other, then it’s very difficult to build that momentum. But if you see a consistent kind of growth curve, then then it’s much easier to build that habit.

John Jantsch: Speaking with Jono Bacon. He’s the author of People Powered.

John Jantsch: So Jono, where can people find out more about you and your book?

Jono Bacon: So my website is jonobacon.com. J-O-N-O, bacon as in the delicious meat, dot com. And you can find the book is linked on there, but you can go to jonobacon.com/peoplepowered. And the book is going to be out in November and we’re taking preorders. And I put together a preorder package where preorder folks can get a whole set of additional perks, such as early access to the book, exclusive video content, a whole load of discounts, access to a knowledge base, and all that kind of stuff. So you can find out more about that on the website.

John Jantsch: Awesome, and we’ll have a link to the preorder page or the preorder bonuses in the notes if you want to check those out.

John Jantsch: So, Jono, thanks for joining us today. And hopefully we’ll run into you out there on the road someday.

Jono Bacon: Sounds good. Thank you, John.

How to Build a Community Around Your Business

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How to Build a Community Around Your Business written by John Jantsch read more at Duct Tape Marketing

Marketing Podcast with Jono Bacon
Podcast Transcript

Jono Bacon headshot

Today on the Duct Tape Marketing Podcast, I sit down with consultant and community strategy and management expert Jono Bacon.

Bacon served as director of community at GitHub, Canonical, XPRIZE, and OpenAdvantage before founding his own consulting firm. His clients include Huawei, Microsoft, Intel, Google, Santander, SAP, and others.

He’s also the author of three books, The Art of Community, Dealing with Disrespect, and the forthcoming People Powered (due out in November 2019).

On this episode, Bacon and I discuss the role of community in business, and what organizations can do to build a healthy, thriving community for their brand.

Questions I ask Jono Bacon:

  • What’s the first step for building and integrating a community into an existing organization?
  • How do you balance offering rewards with building real loyalty?
  • Can online communities move beyond the bounds of the internet and out into the real world?

What you’ll learn if you give a listen:

  • How linking your community up with a sense of purpose forms a solid foundation for growth.
  • What kind of time and effort brands need to put into managing their communities.
  • What role leadership plays in community management.

Key takeaways from the episode and more about Jono Bacon:

Like this show? Click on over and give us a review on iTunes, please!

This episode of the Duct Tape Marketing Podcast is brought to you by Intercom. Intercom is the only business messenger that starts with real-time chat, then keeps growing your business with conversational bots and guided product tours.

Intercom’s mission is to help you provide simple, quick, and friendly service for your customers. When you can give your customers the one thing they’re looking for, you’ll generate amazing results for your business.

Want to learn more and take advantage of a 14-day free trial? Just go to intercom.com/podcast.

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