Business is Personal New England Drupal Camp Page 1 | Presentation Title Goes Here
A presentation at NEDcamp in November 2019 in Providence, RI, USA by Ellen Diamond
Business is Personal New England Drupal Camp Page 1 | Presentation Title Goes Here
What are we talking about We design and build digital experiences that connect with our client’s audience Page 2 | Presentation Title Goes Here
We should be applying those same abilities and techniques with our client relationships Page 3 | Presentation Title Goes Here
You can’t personalize without getting personal Page 4 | Presentation Title Goes Here
” When the trust account is high, communication is easy, instant, and effective. – Stephen R. Covey Page 5 | Presentation Title Goes Here
Why bother? ● ● ● ● ● Easier to have difficult discussions New engagements Positive referrals They will move and take you with them LIFETIME CLIENT Page 6 | Presentation Title Goes Here
Because business is personal Page 7 | Presentation Title Goes Here
How did I get here ○ Page 8 | Presentation Title Goes Here ○
It’s about the service you’re providing and the trust you’re building Page 9 | Presentation Title Goes Here
How do we do that Page 10 | Presentation Title Goes Here
How do we do that Page 11 | Presentation Title Goes Here
Web Personalization The process of delivering tailored experiences to visitors based on their unique preferences, as opposed to providing a uniformed experience for all visitors on the site. Page 12 | Presentation Title Goes Here
Data Collection Page 13 | Presentation Title Goes Here
It still starts with Discovery ● Identifying the audience & develop personas ● Do the same with your clients and stakeholders ○ ○ ○ Learn what they value, where they’re coming from Demographics What team, what level is their role ● Marketing team ● IT team ● C-Suite Page 14 | Presentation Title Goes Here
Start general; get specific Research is not creepy; it’s good practice 1. 2. 3. 4. What do they bring to this project/phase Where did they come from Where are they in their career How do they communicate (language, communication style) Page 15 | Presentation Title Goes Here
Profile of a profile ● What do they want to gain from this project/engagement? ■ ■ ■ ■ ● Do they want to own something (an achievement) for their department? Do they want to alleviate stress from their team? Do they want to appease a disgruntled board? Do they have secret passion/hobby with Drupal or design and their excited to use this an outlet outside of 9-5 job? What does success mean to them? Page 16 | Presentation Title Goes Here
The Client Journey Page 17 | Presentation Title Goes Here
No creep! ● Remember, you’re taking in more information than you use, but it adds to your understanding of your contact ● The output (additions to communication) does not & should not match the input that you gather Page 18 | Presentation Title Goes Here
Putting it in to practice Page 19 | Presentation Title Goes Here
” Part of communicating with your customers better is catering your messaging technique to how that person prefers to be reached. - Page 20 | Presentation Title Goes Here Catherine Glifford
Language is powerful, but active listening is critical Page 21 | Presentation Title Goes Here
Communication – Method Page 22 | Presentation Title Goes Here
Language – Mirroring “You are literally speaking my language” ● 2008 Study in Journal of Experimental Social Psychology ● Students were assigned to negotiate with other students. ● Those who mirrored others’ posture and speech reached a settlement 67% of the time, while those who didn’t reached a settlement 12.5% of the time. ● This kind of alignment fosters closeness and trust Page 23 | Presentation Title Goes Here https://www.wsj.com/articles/use-mirroring-to-connect-with-others-1474394329
Mirroring - Here’s How ● ● ● ● It has to be genuine It requires engagement & effort Words, acronyms, tone/formality By adopting their norms, you build a shorthand, familiarity, and trust Page 24 | Presentation Title Goes Here
Nuances are small instances of the familiar in your language Page 25 | Presentation Title Goes Here
Empathy ● Be mindful of key dates/milestones ● Awareness/recognition of other external factors ● Small acts of kindness/generosity can have outsize ripples Page 26 | Presentation Title Goes Here
Mindfulness The web is our every day Page 27 | Presentation Title Goes Here For the clients, it’s tiny slice of theirs on top of their everyday jobs
It’s not me; it’s you ● It’s not about becoming BFFs ● It’s about establishing trust with them ● Their knowing you is secondary (and not necessary) Page 28 | Presentation Title Goes Here
Outcome ● Follow your process, the project will be successful ● Follow your process with your client, the relationship will be successful ● If done well, the relationship will feel intuitive and built on a foundation of trust Page 29 | Presentation Title Goes Here
Outcome + Page 30 | Presentation Title Goes Here https://trustedadvisor.com/articles/does-trust-really-take-time Credibility Reliability Intimacy
Make sure your relationships add up Page 31 | Presentation Title Goes Here
Thank You Ellen Diamond | ediamond@oomphinc.com | @ellendiamond oomphinc.com 401-228-7660 | 72 Clifford Street, Providence, RI 02903 Page © 2019 32Oomph, | Presentation Inc. All rights Title Goes reserved. Here
