7 Tenets of Taxi Terry

It Started With A Question

 

“Are you ready for the best cab ride of your life?”

When the door slammed shut, Scott McKain wasn’t only taking a cab ride to his hotel.  He was embarking on one of the greatest customer experiences he could imagine.  Not only would Scott enjoy a memorable cab ride, he would exit that taxi with lessons that can make a difference in every business.

 

“Passion without effort equals failure.” –Scott McKain

 

The taxi driver, Taxi Terry, didn’t know that he had just picked up my friend, bestselling author, extraordinary professional speaker, and customer service expert Scott McKain.  Of all the people in the world to pick up at the airport, Taxi Terry picked up a global expert in standing out, in the art of distinction. In fact, he is the Chairman of the Distinction Institute.

 

7 Tenets of Taxi Terry

  1. Set high expectations and then exceed them.
  2. Delivering what helps the customer helps you.
  3. Customers are people, so personalize their experience.
  4. Think logically and then act creatively and consistently.
  5. Make the customer the star of your show.
  6. Help your customers come back for more.
  7. Creating joy for your customer will make your work–and life–more joyful.

 

That simple, enthusiastic question, directed to an exhausted traveler one night was the beginning of a customer experience that tens of thousands of people have learned from. Scott has presented the lessons he learned to audiences around the world.  And the lessons are now available in a new book, one that will inspire you.  7 Tenets of Taxi Terry is sure to be one of the enduring business books that will come up in conversations everywhere (yes, even in a cab!).

 

“If you want your business to get better, the first step is for you to get better.” –Scott McKain

 

Do You Want to Create Memorable Customer Experiences?

5 Surprising Hacks That Will Boost Creativity In Minutes

This is a guest post by Greg Fisher; he is the Founder of Berkeley Sourcing Group. He started BSG eight years ago after realizing the need for coordination between manufacturing firms located in the U.S. and factories in China.

Creativity is a fantastic trait to develop that can help us to perform better in a huge range of situations – not least in business, where it can help us to come up with new products, new marketing angles, new business models and unique solutions to enduring problems.

 

“The world is but a canvas to the imagination.” –Henry David Thoreau

 

But creativity is also an elusive abstraction that is difficult to define and even more difficult to acquire if you aren’t naturally gifted in that way.  With that in mind, how does one go about helping themselves to be more creative and to think outside the box?  Especially in a world that more and more often seems to encourage conformity and output?

With these powerful hacks, that’s how!  Follow these tips and in minutes you’ll be having better ideas and using your brain in ways you didn’t know you could.

 

“The creative process is a process of surrender, not control.” –Julia Cameron

 

Hack #1: Lie Down

 

Lying down or at least leaning back into a more supine position has been shown by many studies to boost creativity.  Why’s that?  Because it encourages us to feel relaxed and at ease. When you’re stressed or busy working, your body produces chemicals like cortisol and adrenaline which gives you a kind of ‘tunnel vision’ and focus.  That’s useful for completing a dull task, or for outrunning a lion, but it’s not useful when you need to ‘see the bigger picture’ and try to connect abstract concepts.

 

Hack #2: Look at a Plant

 

Thus anything that helps you to relax to a degree will help you to access more of your natural creativity.  Another example is simply looking at plants and greenery, which help us relax thanks to our evolutionary imperative of finding fertile land and luscious green nutritious plants.

 

Hack #3: Use a Green Wallpaper on Your Desktop

Orbit Shifting Innovation

 

How do you create the type of innovation for the history books?

Why did record producers reject Queen’s Bohemian Rhapsody?

What are the 8 enemies of innovation?

 

After twenty years of research in the field of innovation, Rajiv Narang and Devika Devaiah authored a terrific book, Orbit Shifting Innovation.

If you’re interested in small shifts, slight improvements, and new versions of an existing product or service, then you can pass.  Orbit shifting innovation is all about huge, disruptive, groundbreaking transformations.  With an orbit shifting innovation, history is created.

I had the opportunity to ask Rajiv and Devika about their work.

 

“Innovation distinguishes between a leader and a follower.” -Steve Jobs

 

Experience An Orbit-Shift

 

Your new book is the result of 22 years of work in the field of innovation.  Would you define “Orbit-shifting innovation” and share an example?

Orbit-shifting innovation happens when an area that needs transformation meets an innovator with the will and the desire to create, and not follow, history.  At the heart of an Orbit-shifting innovation is the breakthrough that creates a new orbit and achieves a transformative impact.

 

There is nothing called a saturated market, just saturated mindsets.

 

Orbit-Shifting Water Purification

 

The Swiss firm Vestergaard Frandsen has developed an Orbit-shifting product that is and will continue to have a transformative impact in areas where there is a pernicious shortage of clean drinking water.  The entire water purification industry is locked into the mindset ‘Purify at the source and then drink.’   So bottled water is purified at the source or in factories, and then supplied through retail to consumers.  Home water purifiers either have pre-purified water dispensers or purify the water which is filled into containers (jugs and bottles) and then dispensed.  LifeStraw broke this industry mindset by making it simultaneous: purify as you drink.  The real shift that LifeStraw made was not in miniaturizing the system; deploying technology to make it smaller, sleeker and speedier is a given in the natural progression of development and growth.  It is the delivery mechanism in the format of the straw that changed the game comprehensively.  By putting a miniaturized system into a straw, LifeStraw broke the mental-model boundary from ‘purifying and then drinking’ to ‘purify as you drink’ (Vestergaard Frandsen).

LifeStraw

You can literally drink water from any source:  This straw filters 99.9 per cent of water-borne bacteria and parasites.  A single straw costs about US $6.50 and filters about 1,000 liters of water, which is enough for one person for one year.  This has bought potable water within the reach of millions of people for whom traditional water purifiers or bottled water is simply not affordable.  Vestergaard is truly saving lives with this Orbit-shifting straw by safeguarding against waterborne diseases, which are among the commonest sources of illness.  No wonder then, it has been named LifeStraw.

What’s more, Vestergaard was originally a clothing company in the fabric industry.  And yet fabric became the trigger, rather than the boundary, to create the LifeStraw – its central component is a cloth-based filter membrane.

 

“Imagination is more important than knowledge.” -Albert Einstein

 

The Enemies of Innovation

 

I’m interested in your view on the enemies of innovation.  You point to a survey by Business Week and BCG that identified the enemies as:

  • lengthy development times
  • lack of coordination
  • risk-averse culture
  • limited customer insight
  • poor idea selection
  • inadequate measurement tools
  • dearth of ideas
  • marketing or communication failure

And those “enemies” would be the expected ones.  You, however, say that all of those are really manifestations of something much deeper.  What is it?

From our experiences in ‘Making Innovation Happen’ with over 250 Orbit-shift projects over the last 20 years, we find that these are not the real enemies, these are merely symptoms. The real enemy is the underlying mindset gravity.

02fig2Mindset gravity conditions and limits even the most brilliant teams and organizations, layers of invisible constructs and beliefs that unknowingly limit the thought spectrum, reduce the exploration space and stifle new possibilities.

Most organizations and teams have a tendency to settle into an orbit that works, that is reasonably successful, that is fairly predictable and one that minimizes uncertainties.  The more settled an orbit, the greater the desire to cling to it – the greater is the accumulation of gravity – gravity that prevents a move into the next orbit.

 

We need to hire mavericks; only people with this kind of a rebellious attitude can come up with innovative ideas and see them through to the end.

Everything Connects: An Interview with Faisal Hoque

 

My friend Faisal Hoque is a serial entrepreneur, author, and thought leader.  His life is a modern story of success, failures, and resiliency – leaving Bangladesh at 17 for the United States where he has since founded businesses including SHADOKA and others.  You may know his writing from Fast CompanyHuffington Post, Forbes, or BusinessWeek.

I previously talked with him about The Power of Convergence.  His latest book, written with Drake Baer, Everything Connects: How to Transform and Lead in the Age of Creativity, Innovation and Sustainability. Like all of his writing, it is packed with ideas.

Everything Connects

Faisal, it’s so good to talk with you again.  Let’s start with your definition of “connectivity.”  What is it?  Why is it so important? If it is that important, how do we cultivate it?

 

There is no substitute for inspiration, curiosity, and passion. -Faisal Hoque

 

Being holistic and humanistic is key to a great life and doing great work.

faisal.hoque300dpi2013Connectivity is a sense of journey to the sense of purpose — it is an individual, lonely pursuit and a collective, companionable one at the same time.

Our individual, interpersonal, and organizational working lives all interconnect. By examining these connections, we learn new ways to create, innovate, adapt, and lead.

We need to address our own mental experiences, our social interactions, and the mindset we can take to orient ourselves to this holistic, long-term view.

We need to explore understanding that leads to long-term sustainability, the way to act in a manner that promotes mutual flourishing, and how, crucially, a leader can urge us along this process.

We need to arrange our lives and our organizations in a way that leads to long-term value creation: surveying the subtle and not-so-subtle arts of idea generation, decision-making, and creating continuous value.

The newest problems of the world find solutions in the oldest timeless practices like mindfulness, authenticity, and perseverance—because Everything Connects.

Understanding Unique Motivations

“Somewhere along the way, people become convinced that stasis is safer than movement. Consistency feels comfortable; volatility is frightening.”  As a leader, how do you motivate people out of the comfortable?

I think first, we have to appreciate the interior complexity of the people that we work with. Then, we need to make the links between a person’s individual motivations and what our organizations need. In other words, link the individual–personal goals like career trajectories–to the collective group goals like innovation, revenue growth, and impacting the world.

Leaders need to connect with the emotional intelligence of their people and curate their talent to change, adapt, move forward.  There is no substitute for inspiration, curiosity, and passion. -Faisal Hoque

To do this we need to understand what people need from their work in order to do their best work–and how leaders can help arrange that for them. This distinction is rooted in intrinsic versus extrinsic motivation. If people are intrinsically motivated, there is something inside of them that pushes them to their work; if they are extrinsically motivated, something outside of them brings them there.  They embrace the unknown, volatility.  Leaders need to connect with the emotional intelligence of their people and curate their talent to change, adapt, move forward.  There is no substitute for inspiration, curiosity, and passion.

The Benefits of Meditation

You place a lot of value on meditation, calling it the “batting cage for getting familiar with the fastballs and curveballs of our conscious and unconscious habits.”  Off the top of your head, what are the top three benefits of meditating?

Seeing the Future at CES

If you want to be more creative, get around creative people.  If you want to spark innovation, immerse yourself in the latest technologies.  If you want to envision the future, tune in to voices shaping tomorrow.

CES is the Consumer Electronic Show in Las Vegas.  It highlights the world’s most cutting-edge consumer technologies.  On display:  Fitness devices, 3D printing, robotics, all things motion, educational technologies, cars, audio, video, gaming, sensor technologies, next generation tablets, drones, wearable technologies.

This week, I’m attending the Consumer Electronic Show (CES) in Las Vegas, dunked in innovation, creativity and the future.  I am enjoying the opportunity to experience the latest technologies.  I’m always amazed at the benefits from attending this conference, including the opportunity to meet with content creators, technologists, thought leaders, and technology executives.  The range of people I was able to see this year ranged from librarians to publishers to university researchers.

There are literally thousands of new things to see, so my brief overview will be a random selection.  With so many interests and things to share, I set a timer to write this post.  When it rings, I will stop.  And I will try to feature a few things you may not see in the mainstream media.  Here we go:

SLEEP:

photo 1-6For those of us with chronic insomnia or sleep problems, there are a number of new apps and devices to help.  One that intrigues me is Beddit.  Beddit doesn’t require you to wear a device at night (which for me makes my sleep even worse).  Instead, you place a sensor under your bed sheet, and it connects wirelessly to your device.  It tracks sleep quality, heart rate, breathing, snoring and bedroom noise.  It then provides personal coaching to improve your sleep.

The best shortcut to being more creative: get around creative people. -Skip Prichard

HYGIENE:

In the “everything seems to be connected” category, Kolibree introduces the world’s first connected toothbrush.  You can watch your brushing habits progress.photo-23

If you wear glasses, look out for a car wash for your glasses.  At $1, it had the “theatre factor” and drew a crowd.  My glasses were clean, dry and sanitized in no time.  Look for these showing up in high-traffic areas or near the beach where everyone wears glasses.

Walking by Panasonic to see the new 4K Toughpad, I noticed a range of beauty products. At CES, you find what you are not looking for and what you don’t expect.

SECURITY:

Who can possibly remember all of the passwords required in today’s digital age?  Now myIDkey uses biometric technology to authenticate your identity and display your information when you need it.  All safely protected with military grade encryption.

photo 5-5Ever worry when the lights go out in a power outage? Worry no more with a light that senses the power is out and stays on.

And to keep your home secure, Okidokeys allows you to unlock doors with any mobile phone or a smart wristband.  Most of us are never out of reach of our mobile phone, making lost keys a thing of the past.

FITNESS AND MEDICAL:

photo 4-5

 

Are you forgetful?  Have an aging parent?  The Smart Pill Box from imedipac solves these problems.  It even allows alerts to family and relatives.

 

 

Numerous new fitness applications are on display everywhere.  Improve your golf or tennis game with a biometric analysis of your swing.  The new devices go far beyond measuring how many steps you take in a day and now monitor blood pressure, blood sugar, calculating carb intake, maximizing your fitness performance, and even detecting concussions.  Perhaps you want to wear a camera to take your coach into the action.