I love the lake metaphor Mack—it really shows how every conversation can spark unexpected ripples. The idea that internal and external conversations need to align is so important. It’s like a dance where both partners must be in sync to create something beautiful. When companies genuinely listen and engage with their customers, they not only address concerns but also invite them into their stories.
Thanks for the shout out Mack and for the engagement! 😉 I really do agree on the engagement and conversation. I don't know if I've ever spoken about it on SS but I also founded and continue to run an art social enterprise called ColourSpace (think art subscription service for corporate workplaces). Engagement is a huge part of our identity with clients and artists alike. Whenever an artist has a potentially negative experience with us, we almost always give them a call instead of writing them an email. It clarifies so many issues, minimises misconceptions, and - more often than not - turns them into supporters.
The other thought that came to mind following your introduction is that 'ripple into waves' is a common analogy used in the leadership development world; that a single act of leadership can ripple into much bigger impact across the community. So not only are these small acts of engagement a great way to build brand or reputation, it is a hop and a skip away from sometimes really meaningful acts of leadership.
Hey Scott appreciate the comment and that's very cool about ColourSpace. Feel free to drop a link if you have one so we can check it out. I wrote about this in a previous issue, but research has found that most customers/clients won't complain to the company,, they will instead complain to other customers. So it's smart on your part to proactively reach out to potentially dissatisfied artists. I have no doubt that converts them into supporters, I've seen the same thing with some of the clients I have worked with when they engage detractors. More often than not, they become fans.
I love the lake metaphor Mack—it really shows how every conversation can spark unexpected ripples. The idea that internal and external conversations need to align is so important. It’s like a dance where both partners must be in sync to create something beautiful. When companies genuinely listen and engage with their customers, they not only address concerns but also invite them into their stories.
Another excellent read - thank you!
Thanks for the shout out Mack and for the engagement! 😉 I really do agree on the engagement and conversation. I don't know if I've ever spoken about it on SS but I also founded and continue to run an art social enterprise called ColourSpace (think art subscription service for corporate workplaces). Engagement is a huge part of our identity with clients and artists alike. Whenever an artist has a potentially negative experience with us, we almost always give them a call instead of writing them an email. It clarifies so many issues, minimises misconceptions, and - more often than not - turns them into supporters.
The other thought that came to mind following your introduction is that 'ripple into waves' is a common analogy used in the leadership development world; that a single act of leadership can ripple into much bigger impact across the community. So not only are these small acts of engagement a great way to build brand or reputation, it is a hop and a skip away from sometimes really meaningful acts of leadership.
Thanks for the conversation!
Hey Scott appreciate the comment and that's very cool about ColourSpace. Feel free to drop a link if you have one so we can check it out. I wrote about this in a previous issue, but research has found that most customers/clients won't complain to the company,, they will instead complain to other customers. So it's smart on your part to proactively reach out to potentially dissatisfied artists. I have no doubt that converts them into supporters, I've seen the same thing with some of the clients I have worked with when they engage detractors. More often than not, they become fans.