joi, 14 iulie 2016

Seth's Blog : The flip is elusive



The flip is elusive

For a generation after people realized that smoking would kill them, many smart, informed people still smoked. Then, many of them stopped.

After discovering that an expensive luxury good is made out of the same materials as a cheaper alternative, many people stick with the expensive one. And then they gradually stop going out of their way to pay more.

After a technology breakthrough makes it clear that a new approach is faster, cheaper and more reliable, many people stick with the old way. Until they don't.

And inevitably, it doesn't matter how much people discover about their favorite candidate, they seem impervious to revelations, facts and the opinions of others. For a while, sometimes a very long while. But then, they assert that all along they knew something was amiss and find a new person to align with.

Computers don't work this way. Cats don't have a relationship like this with hot stoves. Imaginary logical detectives always get the message the first time.

For the rest of us, though, the flip isn't something that happens at the first glance or encounter with new evidence.

This doesn't mean the evidence doesn't matter.

It means that we're bad at admitting we were wrong.

Bad at giving up one view of the world to embrace the other.

Mostly, we're bad at abandoning our peers, our habits and our view of ourselves.

If you want to change people's minds, you need more than evidence. You need persistence. And empathy. And mostly, you need the resources to keep showing up, peeling off one person after another, surrounding a cultural problem with a cultural solution.

       

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miercuri, 13 iulie 2016

Seth's Blog : To earn our attention, there needs to be tension



To earn our attention, there needs to be tension

The tension of how it might turn out.

The tension of possibility.

The tension of change.

Telegrams used to charge by the word. Say what you need to say, there you go.

But stories... stories work because we're not sure. We're half there, half not.

This might work.

This might not work.

The tension of maybe.

       

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marți, 12 iulie 2016

Seth's Blog : Effort



Effort

What does it mean to 'try your best'?

Or to put more effort into something than other organizations do?

We often talk about trying, about effort and 110%, but it's mostly glib. The fact is, very few of us try our best, at the maximum, ever.

Usually, what we do is, "try our best under the circumstances."

So, you're getting good service, but if the CEO's daughter was here, you can bet she'd be getting better service.

So, you're running hard as you train, but you can bet that if you were approaching the finish line at the Olympics, you'd be running harder.

The trick: don't redefine trying. Redefine the circumstances.

It's almost impossible to reliably increase your effort, to put more try into the system.

On the other hand, "the circumstances" are merely our narrative, the way we're choosing to see the world. We can redefine the narrative about our circumstances with a wave of the hand.

This moment, this interaction, this customer... these are the perfect circumstances, the most urgent, the highest leverage. The one we have right now.

Work with that. 

       

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