If I Was In Charge of Verizon…

If I was in charge of Verizon, the first thing I would do would be to take the large group of people, known collectively on TV as “the network,” - seen following around the “can you hear me now?” guy in the commercials - and reassign them to work in Customer Service.  In fact I would make the core focus of the company customer service. I would make going to the Verizon Store something you love to do - not loathe to do.

Note to Verizon.  I can hear you.  Great job on the network thing.  Now that we have established that fact, let me hear you be nice, thoughtful, and helpful.  Make me feel like bypassing the iPhone and AT&T (who could also benefit from this) or Sprint, or whomever, was the right choice because you actually care about your customers.

From the billing process, to telephone help desk, to the in store service and sales experience, there is huge opportunity for you to improve what you do, while setting a new industry standard for excellence.  Be the first to own this space and make service the cornerstone for your future growth.  Can you hear me now?

What would you do first if you were in charge of Verizon?

Leverage LinkedIn with RSS

What if your number one competitor took away your number one client?  How much would you pay to know that they might be in conversation with one another?  Well, if you use LinkedIn and combine it with RSS you can discover a wealth of information about your friends, your clients, and your colleagues that might have otherwise gone unnoticed - and it will cost you nothing.

Sure, you read the latest updates part of your LinkedIn home page when you visit, but what about the rest of the time.  Certainly much is transpiring while you are away - some of which is important to know.  Here is an easy solution - RSS.  You can very easily use an RSS feed, which is built into LinkedIn, to track each and every change that takes place in your LinkedIn network.  Then you can review and catalog everything at your leisure.

It is as easy as this.

• Go to reader.google.com and sign up for an account
• Go to your LinkedIn homepage
• Look in the address bar and click on the little orange (blue in Firefox 3) box with the dot and 2 lines.
• Subscribe to the RSS feed.

Now, every time someone makes a change you will receive an update, which will appear as an unread item in your RSS feeds in Google Reader.  Now, you can quickly scan through the entire list of updates in one or two minutes.

As you proceed through them, you can mark items of particular interest with a star.  This might apply for people who have been promoted or changed jobs - at which time you might want to send along a nice note of congratulations.

This aggregation of information makes it simple to generate intuitive information from your LinkedIn Network.  Whether you seek competitive intelligence, personal information, or just want to make sure who are keeping up with who knows who, RSS makes it easy.  Did your #1 competitor just connect with your #1 client?  Using this method would let you know.  Is your best employee looking to leave your company?  Again, this might give you some clues if that is the case.  Best of all, you might find out early enough to actually do something about it.  Personally, I can tell you of several people currently in the job market simply based on watching my connections.  They have not contacted me saying “I’m looking” but it does not take much to connect the dots when you pay attention.  This give me an opportunity to help them without having been asked, and to discover more about what is going on in the market in the process.

RSS has so many uses, and using a feed reader like Google Reader, Bloglines, or others can save you valuable time and deliver important information to you that would have otherwise been missed.  Give this LinkedIn tip a try and see if you feel more connected to your network.  I hope this helps.

Linking Up with LinkedIn Dayton

Today I was given the distinct honor of addressing the LinkedIn Dayton networking group at Champps in Centerville, Ohio on the topic of leveraging web based tools to build your personal brand.  I want to thank everyone who attended the event.  I hope you found it to be fun and informative. I know that I had a blast and made a number of professional connections in the process.

I was given this opportunity by responding to a call for speakers put out by Joe Durbin and Michael Morley, who organize much of the LinkedIn Dayton group’s actual face to face meetings.  This was the first breakfast meeting, and they sent out an email request for speakers, which I responded to immediately.  I thank them for allowing me to be the first, and hopefully not the last, speaker.

As for the content of the presentation, I offered my 2 cents on how to leverage the emerging web to build your brand and further your career.  I talked about my recent job changes, and the valuable lessons I learned about the importance of both knowing people, and more importantly, being known.  I have given similar presentations before, but have never related the personal history of how I even got into blogging and social networking relative to the crazy events of my life.

My message in a nutshell was this.  We live in a new age.  40 Years of “doing good work and getting a gold watch at the end” are done.  You have to take ownership of your life and your career.  Building a network plays a huge role in determining your ability to control your future.  This applies to all areas of life, not just finance.  The web makes it easier and more affordable to build your brand, and to leverage your strengths to create your future career.

I spoke about how individuals can leverage everything from Microblogs like Twitter and Plurk, to Blogs using Wordpress, Podcasts, Squidoo, Social Networks, and other free and easy tools to join the conversation and establish an area of expertise.  I tried to deliver enough explantion of these tools to make them understandable, without being too technical in how they work.  We discussed numerous ways to utilize LinkedIn, beyond just an online repository for contact information.  (Research Database, Employment Tool, Sales Information, Communication Vehicle, Information Source) In summary, it was a high level overview of a broad swath of web 2.0 tools that can benefit those who seek to leverage the web as a personal branding tool.

Blogging and social media have changed my life in so many ways.  They led me to my current job at LUCRUM - where we use blogs, social networks, wikis, and podcasts to build the company both internally and externally.  They have generated countless connections with other people around the globe, and put me in touch with some of the most brilliant minds on the planet.  I love what I do, and I am delighted that I not only get to do it, but that people are interested in hearing me talk about it too.

Thanks again to all who came to the event today.  If you have questions about anything I covered, or did not cover, in my presentation.  Please drop me a note.  I am happy to help in any way that I can.  I look forward to the next LinkedIn Breakfast, where I will get to eat, socialize, and enjoy watching the speaker.

David E. Bowman - LinkedIn