Company Name Change

London Euston Train Departures Sign - Company Naming Journey - delightability

Considering a Company Name Change?

You’re about to embark on a journey to a new place. It will be more wonderful if you are prepared. It could go really well and you’ll love the destination. Your journey can be especially rewarding if you have a thoughtful plan. Here are 17 guiding points to consider in creating your plan of action for a company name change.

      1. What is the Problem, Exactly?

        Is it the logo or the company name your are dissatisfied with. Or, do you need a complete brand makeover?  What problem or opportunity are you addressing? Consider a home remodel. It might be that your house is too small for your growing family. Rather than move, you add on. For an enterprise, the current company name might not reflect what the company does, or is about, or wants to be know for.  Is it a company name change you seek or an updated logo or do you wish to tell a new version of the company story? The answer might be one, some, or all of the above.

        This Time It’s Going to Be Different
        The new company name and subsequent logo seeks to make things better. Properly executed it may. But, many a homeowner who has grown tired of their patchy lawn and turned to ready turf, ushers in the next cycle of neglect. Imaginary grass is always greener. Care and feeding of a brand matters. It matters tremendously. See Your Brand Matters and Promise Delivery System.

        Unacceptable Discomfort Spurs Action
        It is important to pinpoint the source of the unacceptable discomfort. Is the company name and logo the cause or the symptom of something else? It is also possible that the unacceptable discomfort doesn’t involve built up angst as much as it is a desire to be opportunistic. This can happen when markets shift, acquisitions are made, a business pivot is in play, etc. Not everybody will see things equally. That’s okay. The key is to decide whether there is enough unacceptable discomfort with the current name and logo, or not. There is? Great, let’s keep reading….

      2. Committed to a Company Name Change

        You’ve decided a company name change is in order. You’ve decided. You have an inspiration, a hunch. You have a domain name or sketch or burning feeling. Any of those are okay. But, unless you are an army of one, you now have to enroll others like any other change effort. If you want to up-skill yourself in change leadership, read Switch: How to Change Things When Change is Hard. It’s one of my favorite business books. That is why I’m telling you now. Okay back to this post.

        This is good news actually that you are committed to a company name change. You have an opportunity to expand the collective thinking. Unless you are a sole proprietor in a startup you probably have other stakeholders. Pull together a team that can represent different viewpoints. Not everybody should be on the team. Here is who should be.

      3. Establish Your Brand Counsel

        Think republic as opposed to direct democracy. It’s perfectly okay that not everybody is on the team. Let others represent. The key is that each person on the brand counsel view the company name change through the lens they represent. Not all lenses will be appropriate for all companies at all stages but here are some to consider along with questions they might explore.

        Visionary – this person must ask, can this new company name endure, can we breath live into this brand, what is the core message? Will we be valid 5 years or 10 years hence? What will we look like as an organization when we really, truly lean into the new company name and logo?

        Regulatory – this person is concerned with trademarks, competitive space, availability of domain name, social platforms, etc. Can we own this company name? Who needs to be notified, Secretary of State, press releases, investors, etc?

        Creative – this person asks what is the concept that needs to sing with the audience? What story is the company telling and what does this and sound like in a name? How does this appear in a logo? Is it typography alone or is there an accompanying mark? What are the explorations that we should pursue as a team? What other ideas, alternatives, and suggestions do people have?

        Executive – this person is responsible for championing change, reinforcing the discipline to persevere through the process, keeping the team focused on an outcome of mutual acceptable discomfort, and then committing to projects and programs to breath life into the new name and logo. You don’t want to arrive at the “bad turf” stage again, right?

        Operational – this person will feel the most ripple effect of a company name change over time. They will sequence the work. You cannot do it all at once unless you are a pure startup just getting started. Collateral, business cards, website, sign on the building, paint on the vehicles. New logo on invoices, envelopes, boxes, tape, etc. The ripple effect.

        Remember to consider partners and other stakeholders. The person with the operational lens will be responsible for leading the implementation and dissemination of the new name and logo across all aspects of the business after the initial project completes. The brand project becomes an evergreen program.

        Even if you don’t have all of these dedicated people that can participate in a company name change journey, you’ll still need to represent each of these lenses. The startup entrepreneur has to walk in all of those shoes unless they have the ability to bring in additional help.

        Brand Counsel for Company Naming Journey
        The Brand Counsel Deliverables
        The brand counsel will work together, deliberate, sometimes pontificate, noodle, brain share, discuss, reflect, observe, lead and follow. They will also gain feedback from others not on the team. That means that work product will have to be packaged up and presented in an effective way so that people who were not in every meeting can provide good feedback.

        Not everybody will have the same insights. People will go at different paces. For some this may be easy work. For other, it will feel like trudging uphill with a heavy pack, while wearing wet boots. Other duties will call. But this can be a fun, liberating, collaborative, and rewarding journey. This team will get through the process. No animals will be harmed. In the end, the company will have a new name, a logo, and identity. But, that logo will be an empty vessel. It will still need to be filled.

        Creativity Loves Constraint
        It’s hard to solve a problem that isn’t pinned down or is ever-changing. The best creative professionals love constraint. Clear boundaries and guardrails establish the design playground. Knowing what is in bounds and what is out of bounds not to be considered helps prevent spinning wheels and wasting resources. A good creative brief can go a long way here.

      4. Develop the Creative Brief

        Your Brand Counsel should pull most of the weight even if you hire outside help. Whether or not you work with outside consultants or an agency it is helpful to put your thoughts to paper. I say paper intentionally because you’ll want to print this out circulate it in a tactile way that demands more attention than an email. Things to include in the creative brief:

        Problem Statement: source of unacceptable discomfort

        Scope: company name change, refreshed logo, or complete brand makeover?

        Expected usage: expected places this new company name will live, e.g. website, social media, partner program, collateral, vehicles, building signage, call center. Think physical, auditory, and for some brands touch, taste, and smell. Think T-Mobile jingle or Victoria Secret smell wafting out of the front doors of each retail store.

        Complete a Brand Spectra Questionnaire to help the Brand Counsel get on the same page with respect to the company’s aspired-to brand personality. This might be different than the current company name and brand. Discuss any differences.

        Show word associations. This is a collection of words associated with your brand. If you are doing a brand makeover you might consider having the as-is and to-be versions of this. In the best of worlds you will have completed a brand audit that reveals what stakeholders have said about your brand.

        Create a Visual Landscape of Competitors. As a early starting point consider creating a visual landscape of your competitive space. Look for patterns. Are the names and logos geometric, do they resemble people or animals, or objects, etc. Eventually your logo will be swimming in the competitive ocean among others. Will yours stand out or be lost in the crowd?

        This is a good start. If you get your creative brief this far, creative professionals will be able to further develop the brief and discuss things like brand spectra, tonality, etc.

      5. Follow a Documented Process

        In the end, you’ll follow a process to complete a company name change. It is best to be intentional about that process. You’ll have a better outcome and earn more buy-in from various stakeholders. Unless you have all of the expertise in house get some outside help.

        An outside perspective can bring cross industry experience and also brings objective honesty and discipline that isn’t as concerned about office tensions and other dynamics that can sometimes sink or stifle initiatives. You don’t have to have giant budgets to get outside help. There are large naming agencies, solo consultants, and firms of all sizes in between ready to help you with a company name change project.

        Summary of Company Name Change Process:
        1. Define problem
        2. Commit to change
        3. Establish team
        4. Build create brief
        5. Document process
        6. Determine naming criteria
        7. Expand thinking
        8. Report findings, score, discuss, explore
        9. Work on tandems
        10. Share release candidates – get feedback
        11. Present short list
        12. Create mood boards
        13. Downselect and further refine
        14. Acceptable discomfort
        15. Rollout company name change
        16. Reinforce
        17. Thrive

    Claude Monet Followed Process - Important to Company Name Change

    1. Questions to Ask and Naming Criteria

      A few obvious questions to ask about proposed company names are: is the name already in use; what does a trademark search reveal? Is the domain name or an acceptable variant available and is the name available on social platforms? Is it associated with things we don’t wish the company to be associate with? If there are obstacles, can these obstacles be overcome through negotiation, acquisition, etc?  Is the name in use in other industries? How dominant and well known is that company? Performing some basic internet searches can reveal quite a bit about the space around your proposed name. Other considerations could be:

      • Distinctiveness – will our company name be easily distinguishable in a crowded marketplace?
      • Brevity – should our company name get to the point without too many letters, symbolism or marks?
      • Empty vessel – does the name give us freedom to build the brand or are does the name invoke preconceived notions about the company and its products and services?
      • Sound – do we want hard consonants in our company name as in Kodak, Kodiak, or IKEA. Or, do we want softer sounds like the “H” or “S” in Sherwin Williams and Hilton Hotels & Resorts.
      • To vowel or not to vowel – should we have vowels or drop the vowels? Think Google versus Flckr.
      • How many words? – people will shorten a name if it is too long. Consider the shorter version from the start. Bank of America gets shortened to BofA, #bofa on twitter. Harley-Davidson Motor Company gets shorted to Harley.
      • How many syllables? – generally, fewer is better. Too many syllables and your audiences will shorten the name. You might not like what customers end up calling you.
      • Acronyms – is there a good reason to hide behind the obscurity of an acronym? I’m guessing not, but that is for your team to decide.
      • Appropriateness – is this a good name for a company of our business type in our industry?
      • Fitness – does the name mesh with our company’s brand personality and culture? If not, can we aspire to it? Will products and services under than company name ring true with customers?
      • Multicultural – If I ask you if beem-a-ling or boom-a-loom refer to #1 or #2  in a bio-break you’ll guess correctly. Every English speaker in every country I’ve ever asked, has. Will the new company name be so universal? Need it be?
      • Translation – how does the name appear to people who speak different languages?
      • Easy spelling and pronunciation – is the name mistake proof? If it’s not you have more to manage. Will people be able to pronounce it to others?
      • Storytelling – Does the name tell a story? How big of a story should it tell?
      • Likability – does it feel good? Is the name friendly? Should it be?
      • Rhythm – does it roll off the tongue and linger on the brain?
      • Architecture – does the name have to fit a family of companies or products and services?
      • Playfulness – is this important to our audience and company personality we wish to communicate? For Southwest Airlines the answer would be yes. Note playfulness doesn’t come across in their logo but it does in their operations. If you’ve flown SW then you have experienced this firsthand.
      • Extendability – can the company name and logo be extended across campaigns and channels. Consider McDonald’s. The iconic “M” shape is even used as a handle to the Happy Meal box.
      • Misspelling – is a misspelled word for our company name acceptable?
      • Protectable – are we concerned about protecting our company name, regionally, nationally, internationally?
      • Memorable – will people remember our company name after hearing it? Will they be able to spell it correctly after hearing it?
      • Origin and Etymology – from where does the company name originate, or is it simply made up?
      • Longevity – will the name outlive the founders, partners, products/services being offered today, etc? Is it necessary?

Bollard in Square in Liverpool - delightability

    1. Expand Thinking to Grow List of Names

      Each of the relevant naming criterion from step 6 can be used as a source of inspiration. For example, if longevity is important, then brainstorm on things that have long lives, that endure for millennia, etc. Maybe that was behind the name of Sequoia Capital. Or, it might have simply been what they saw in nature.

      You’ll need to expand your thinking. You’ll need more creativity and more brains and eyes and ears on the task. Names can be inspired by many things. Sources of inspiration might be animals, songs, objects, sounds, textures, the dictionary, word origins, deities, pictures, random letters, translations, etc.

      Work on this individually and then come together to riff on one another’s ideas. There truly is no limit to this creative pursuit. But at some point you’ll want to reign in the creative kingdom and present potential winners. You don’t want to present e-v-e-r-y-t-h-i-n-g.

    2. Report Findings, Discuss, Return to Explore

      Emotions rule but we need to be objective. Some names will spark feelings of puppy love with some people. It’s cute but not really what’s needed. You’ll need to create a spreadsheet. List your criteria for the new company name. Score each proposed name against the predetermined criteria. Don’t name your company Sequoia Capital even if you provide financial services to timber products companies for the green economy. The shoe might fit, but if it’s already worn by others you should keep looking.

      Have a Calibration Meeting
      Self score your possible company names on your own. You’ll eliminate some darlings but you might spark new possibilities, too. Come together for a short comparison meeting early in the process so that you can keep people oriented, working on the same project using the same criteria.

      Schedule time to share findings and ideas but avoid having these meetings devolve into groupthink. I suggest that coming up with potential company names is at first an individual creative activity. This way the group will benefit by a more diverse range of input when they do come together.

      Shortlist and Iterate
      Your eventual winning name will not likely be present in the first round, maybe not even the second or third. You’ll keep getting more inspiration and you’ll eliminate names on purpose. You’re getting more in tune with your own developing brand. You know what doesn’t fit.

    3. Your Brand Counsel Should Consider Tandems

      If this is a complete brand overhaul in addition to a company name change then revisit the company values, vision, and positioning statement. Think of your audiences past, present, and future. Your audience will ultimately judge your brand; think of them from the start. If you have developed personas for your various audiences then imagine your brand through each of their hearts and minds. What will they think and feel about the name change?

    4. Share Release Candidates and Gain Feedback

      You cannot possibility present every name considered and the reason for its rejection to all stakeholders. That would be disruptive to business operations. If you broaden the audience from whom you are getting feedback make certain they understand the context for the feedback. Ask them to score the company name and logo direction against a downselected list of the most relevant criteria.

    5. Present Short List

      What the Brand Counsel should present is a short list of those company names who rank high against the criteria. If the stakeholder feedback warrants further exploration or sparks new ideas go back to steps 8 and 9. If you short list is “good enough” then present to your stakeholder group. This group is defined by you, but could be department heads, other executives, could include partners, customers, investors or anybody you’d like to have an early look. They may validate your team’s work or provide redirection. If things are a go, then begin developing the visual identity of this short list at the same time. Do this through the use of mood boards.

    6. What the Heck are Mood Boards?

      A mood board is a creative exploration that captures the tone and personality of a brand. It can include images, shapes, descriptive words, and colors. It is used to set the direction for other creative pursuits like websites, collateral, photography, video, even letterhead and business cards, and the shirts worn at events.

      Mood boards are not seen by the end customer, these are internal creative explorations only. Mood boards are a great place to explore and present color psychology that communicates the proposed company name and brand.

    7. Downselect and Further Refine

      You’ll want to further reduce the names, word associations and visual directions down to a shortlist. It is possible that at this point your brand counsel is working with 5 distinct mood boards with some degree of overlap between them. Or, if you are only revising the company name and logo you might have 5 distinct areas of exploration.

      Within each exploration you may have multiple logo variations. Some people might like a particular combination of typography and name while others may gravitate toward a particular shape or color in a logo design. It can be helpful to view black and white versions of names to remove early color bias.

    8. Arriving at Acceptable Discomfort

      Now I’m talking to your future self. Remember when you started the company name change project and you had unacceptable discomfort? That is what we’re trying to alleviate. Not every member of the brand counsel will agree on every aspect of the company name, logo, and brand identity. It is important to reconcile any unacceptable discomfort. If no names and logos are measuring up then keep creating.

      Resolve that while you might not love every aspect of the new brand identity you may still able to support it. If this is the case then you have reached acceptable discomfort. This is a bit like arriving at a crowded train station, say London Euston railway station pictured above. At first you might be confused, disoriented and overwhelmed with information. But, you have the courage trust the process and the professionals and get on with your journey. You eventually find comfort.

      Perfection is the Enemy of Good Enough
      It might be that adjustments can be made going forward that make the name and logo even more appealing to you. If you don’t envision that possibility then you need to speak up. Your brand counsel needs to respect your concerns. Articulate your concerns well. Remember, perfection is the enemy of good enough.

      It is very likely that at this stage you have the makings of a winning company name and logo. Now you can begin to lean into that new brand. You can change external brand perceptions through positioning. Remember the position is what others say of your brand. It is their perception, not your company’s. Positioning is the activity your organization undertakes in attempt to shift that perception.

Rolling Out the Company Brand Name Change - Handholding Required

    1. Rollout the Company Name Change

      Once the company name change is complete it is time to roll out the brand identity across all aspect of the organization. This is internal and external. Readiness is key here or else you might alienate some stakeholders and that could leave an unpleasant brand aftertaste. Avoid this by improving your organizational readiness, just as a first responder anticipates future scenarios and prepare to meet them.

Brand Is What You Say and Do - Delightability

  1. Reinforce the Brand

    The brand counsel may disband at the project completion or stay together and recast themselves with a new project, namely, brand reinforcement. It is also possible to assign a new collective of people for this task. It will be helpful to have some level of sponsorship or access to at least one member of the brand counsel. The person wearing the operational role is organizationally suited for this role in most organizations. Whoever this reinforcement team is going forward they are responsible for making the new brand live after the initial project completes.

    Welcome to the Brand Police
    Every new piece of collateral, new company presentation, video, commercial, press release, product release, partner or channel program, etc. will be judged in the eyes of this brand police force. This duty to brand will eventually become habit for all employees. This should be part of employee development. Publishing brand style guide, talking points, FAQs, fact sheets, etc. will help employees, vendors, and partners to keep on brand.

    Your Brand Promise
    Your brand is a promise to customers of specific benefits, quality, and value. Your brand is what THEY say it is. You’ll need to measure this over time. If there is a gap, you’ll need to close the gap through positioning. If you don’t you run the risk of becoming a Lumpy Snowball of an Organization.

  2. Thrive in the Brand Promised Land

    In the end, no matter which company name you choose, you’ll have to satisfy customers better than the competition in the long run and not run out of cash in the short run. If you do, you’ll be a going concern. If you don’t, well the Annals of Business Failures is not yet fully written. The list of dead companies is long and growing. Some of them had good company names. Whatever company name your brand counsel finalizes, it will not be sufficient unto itself. No matter how keen your insights, wondrous your process, and generous your budget, ultimately, you’ll need to breath life into your brand so that it can blossom and reach it’s full potential.

    Customers, employees, investors, partners, and other stakeholders are the ultimate judge of your new company name and brand. Their hearts and minds will be moved by a brand that consistently closes or exceeds the gap between what the company says and does and what stakeholders think and feel.

    Suggestion: A year following the company name change, perform a brand audit with stakeholders to determine your position.

Start Your Company Name Change

Hopefully, I’ve provided you with enough perspective that you can make the most informed and prepared decision to pursue a company name change. I’ve attempted to encapsulate in one article what I’ve experienced in naming or rebranding companies, products and services and creating brand identities for startups and decades old enterprises.

Establishing a brand counsel that can own the initiative inside a company, even if outsiders are ultimately doing much of the work, is essential. Good luck in your company naming journey. May you and your stakeholders enjoy the journey and your destination.

about the author

image of author and consultant Gregory OlsonGreg is a virtual chief marketing officer to small and medium sized businesses. He founded Delightability, LLC. with the belief that if you delight customers success will follow.  Greg  authored The Experience Design Blueprint, a book about designing better experiences. The second half of that book is concerned with building a healthy innovation culture  so that once you design better experience you can more easily make them come to life. Gregory Olson’s also authored L’ impossipreneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans.

Nature: Our Silent Teacher- Learning from Bees, Thistles, Lotus Flowers, Sharks, and More.

image of Sea Turtle Big Island Hawaii - author Gregory Olson

What could we possibly learn from bees, thistles, lotus flowers, and sharks? As it turns out – quite a bit.

[This article is from a talk I gave to members of the Olympic Club in September of 2016. I’ve added a few links and shared it here for members of the Olympic Club and the broader public. I’ve turned off comments but feel free to reach me directly or comment and share on social media.]

an 8 minute talk and an even quicker read

Good afternoon gentlemen. Today I’m going to talk about nature – our silent teacher.

Nature is the physical world made up of plants, animals, and the landscape – as opposed to humans and the things humans invent and produce. Without the resources of the natural world there would be no built landscape. We would have no cell phones, computers, comfortable homes, transportation, or the clothes you are wearing. In fact, we wouldn’t have any lunch. But nature gives us more than objects and resources. We use nature for leisure and recreation, to escape and find solitude, and we even use it in our art and literature.

NATURE IS A REALLY BIG DEAL.

But perhaps the biggest gift nature provides us is in its teachings. There are many lessons to be learned by this eldest of elders and indigenous to all. I am going to share four such stories.

Our first lesson comes from bees, nature’s highly social insect. One thing I didn’t have time to share a few weeks ago when I talked about ideas is that it isn’t always the highest quality ideas that advance. Sadly, in many organizations, WHO an idea comes from matters most. But, it shouldn’t. Bees don’t suffer with this problem.

Bees Have a Healthy Innovation Culture

image-of-bee-in-search-of-nectar-for-delightability-blog-postHere is how it works in a bee colony. Each morning scout bees venture off in search of nectar, water, and better nesting grounds. This pursuit is necessary to sustain life for the colony. When a bee discovers a stash of nectar, water, or a great nesting site, it returns to the hive and performs a waggle dance. In this dance the energy exuded signals to the surrounding bees the value and direction of the treasure found.  That way the bees know who to follow. This is a fully inclusive process. No scout bees returning to the nest are discriminated against for any reason.

Imagine if organizations and governments learned to be as inclusive as bees. Wicked problems might be solved and more people could participate in a widespread culture of innovation.

Imagine if organizations and governments learned to be as inclusive as bees.

Imitating Life: The Word for This Is…

Increasingly, creative minds  ARE turning to nature for lessons in design. The discipline is referred to as biomimicry – a word derived from the Greek words bios meaning “life” and mimesis meaning “imitate”. Or together – imitate life. (pronounced mesis like thesis)

Solutions Hiding-In-Plain-Sight

image-of-hooks-from-burdock-plant for learning from nature blog post - delightabilityMy second story is one of the most well-known and commercially successful examples of biomimicry. In 1941, Swiss engineer George de Mestral returned from a bird hunting trip in the Alps. He noticed his socks and his dog were littered with prickly seed burrs. While pulling off the burrs he noticed how easily they reattached. Mestral  studied the burr needles under a microscope and discovered small hooks at the end that could easily attach to fur or socks. The burdock plant uses this feature to propagate its seeds through attachment. This gave him the idea of creating a hook and loop fastener. Mestral experimented for years and eventually perfected what we now know as Velcro.

Clean as a Shark

My third story is a lesson from sharks. About a decade ago, Dr. Anthony Brennan, a professor of engineering at the University of Florida, was asked by the Navy to find a way to keep barnacles and algae from forming on the hulls of ships and submarines.  In the industry, it’s called bio-fouling. It is an expensive problem that creates drag and increases fuel costs. Clarity struck Dr. Brennan one afternoon as he watched an algae-coated nuclear submarine return to port. He remarked that the submarine looked like a whale lumbering into the harbor. He then asked the question – which slow-moving marine animals don’t foul. The answer to that question is the shark; Brennan wondered why.

image-of-shark-for-learning-from-nature-blog-post-delightability.jpgWhen he viewed shark skin under an electron microscope, he saw that it was made up of countless overlapping scales called dermal denticles (or “little skin teeth”). The pattern reduces turbulence, making water pass by faster and the rough shape inhibits parasitic growth such as algae and barnacles. Technology inspired by shark skin has improved ship hulls and even swim suits. Scientists are now using the same technique to create films and surfaces that resist bacteria growth. This has many applications but perhaps the most important is in hospitals, given the ongoing problem with Hospital Acquired Infections and drug resistant bacteria.

Natural Vacuum Cleaner

image-of-lotus-flower-for-learning-from-nature-blog-post-delightabilityOur fourth lesson from nature comes from the Lotus flower. Leaves of the lotus flower and shark skin behave similarly. The flower’s micro-rough surface repels dust and dirt particles. If you were to look at a lotus leaf under a microscope, you would see what appear to be a tiny bed of nails. These nails prevent water droplets from adhering to the surface. When water rolls over a lotus leaf, it collects anything on the surface as it rolls off, leaving behind a clean and healthy leaf. This self-cleaning property is known as the Lotus Effect.

A German company spent four years researching this phenomenon and developed paint with similar characteristics. The micro-rough surface of the paint pushes away dust and dirt, diminishing the need to wash the outside of a house.

Nature: The Original Hacker

I’ve only shared four stories – nature has plenty more lessons and many more teachers than bees, sharks, burdock thistles and lotus flowers. Whether solving social problems or inventing next generation products and technologies any innovator should first ask – how has nature already solved this? Nature is an EXCELLENT designer.  Mother Nature has been at it for a very long time, much longer than humans have been designing anything. Nature IS the original hacker.

Nature has been at it for a very long time, much longer than humans have been designing anything. Nature IS the original hacker.  

Nature’s Biggest Lesson

As global citizens on an increasingly tiny planet we share serious problems. Imagine if humankind would shift its thinking about nature – away from conquering and exploitation. And, instead we embraced our silent teacher and embedded biomimicry into the fabric of our innovation culture and institutions. If we were to do this, then perhaps we could free ourselves to learn nature’s largest lesson of all – the lesson of coexistence, balance and sustainability.

about the author

Image of Chapter 9: Environment - L'impossipreneurs: A Hopeful Journey Through TomorrowGregory Olson’s latest book is L’ impossipreneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans. Chapter 9: Environment, is related to the content of this post. Greg also authored The Experience Design Blueprint, a book about designing better experiences and then making them come true.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGreg is a business and marketing consultant who founded Delightability, LLC. with the belief that if you delight customers success will follow. He also believes that we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help. Gregory served as a volunteer board member for Oikocredit Northwest, a support association for social investor, Oikocredit International and as an advisor for Seattle University’s Department of Computer and Electrical Engineering.

 

Unbroken Experiences: Exactly What We Need At Times

This post has been adapted from CH 6: Aiming for Remarkable, Unbroken, and Generous Design in The Experience Design Blueprint.

elevator imageNo matter your title or role you are involved in customer experience. As a consumer yourself, sometimes you just want things to work. They don’t always need to be remarkable; they do need to be reliable, predictable, dependable, and above all unbroken.

Examples include the checkout line at the grocery store, driving in traffic, filling a glass of water from the tap, sitting down on a chair, walking up steps, riding your bicycle, riding in an elevator, making a phone call, returning a product, getting warranty service, filing an insurance claim, visiting the dentist, starting your car, etc. Unbroken – that is what is needed.

And, if you do work with or for an organization that serves customers then no doubt your organization has provided services to more customers than any one customer has received services from your organization. Organizations simply deal with more customers than the other way around. This is true whether you manufacture shoes, houses, boats or meals or you sell cars, financial services, run a nonprofit, or a government agency.

With this tremendous upper hand of knowledge you have an opportunity to help your future customers prevent mistakes that you’ve witnessed previous customers make. Leveraging this knowledge and helping customers avoid broken experiences can be simple as the example in Figure 6.5 shows.

image of smoothing the journey example - the experience design blueprint book by Gregory Olson

Figure 6.5 Home Furnishings Store Provides Customers with Twine in Loading Area

This home furnishings store recognizes the customer’s experience doesn’t end at the point of sale terminal. They provide twine to those customers in the loading area who may not have thought to bring any, or to those who made an unplanned purchase too large to fit inside their vehicle. The store doesn’t have to provide twine and they probably wouldn’t be frowned upon for not providing it. After all, it is an oversight on the part of the customer. But, why let a broken experience occur with prediction when a little forethought and action can fully prevent it?

Your forethought is an insurance policy against broken experiences that your future customers may have.

map and signs at blue mountain resort for Experience Design Blueprint - DelightabilityYour forethought is an insurance policy against broken experiences that your future customers may have. Treat the situation the same as if your customer were a child wandering toward traffic in a busy intersection. Of course, you’d intervene and help them out.

This example was about twine and purchasing home furnishings, but it could be about any product or service. Other examples that come to mind include business travel, financial services, renovation, construction projects, vacations, trade shows, creating a campaign, fundraising, launching products, and even change initiatives and major projects. And, remember your customers might be external customers or those internal to the organization – other departments, disciplines, or even channel partners.

Recipe #16: Be Smooth
Think about what you might provide your customers (internal and external) at a time that is convenient and appropriate to smooth their journey. Then smile and take solace in knowing you’ve prevented a broken experience they may never even think about. In Chapter 7, we look more at the “smoother filter” that you can apply to customer journeys.

about the author

Gregory Olson’s latest book is L’ impossi preneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans. Greg also authored The Experience Design Blueprint, a book about designing better experiences and then making them come true.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson founded strategy and design firm Delightability, LLC. with the belief that if you delight customers then success will follow. He believes that we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help.  Gregory also serves as a volunteer board member for Oikocredit Northwest, a support association for social and impact investor, Oikocredit International.

 

Arbor Day: Your Chance To Be A Generous Designer

Nature is the Original Hacker

Nature is the original hacker; she’s been at it for a long time, much longer than humans. Does nature ever get it wrong? The follow-up question is, wrong from whose perspective, a human perspective? Or, is it like Leonardo da Vinci said of art, “Art is never finished, only abandoned.” Perhaps when we think of nature being wrong, whatever we’re observing simply isn’t completed.

Generous Design by Nature

Nature is bountiful and sustainable; it’s also very generous. Trees, for example, are a generous gift from nature. Glorious natural trees are water absorbing, pollution filtering, soil protecting, oxygen giving, and shelter providing. Planting trees is good for the planet as trees absorb carbon dioxide, one of the gases that collect in the atmosphere, trap heat, and warm the planet. Trees are good for people too, with many positive psychological benefits. Being in the presence of swaying trees reduces anxiety, lowers blood pressure and connects us to the natural environment. The soothing rhythmic motion of trees or even grass is not unlike that of mothers who instinctively use gentle swaying motion to comfort their babies. Did you ever notice that you feel better around trees or in a rocking chair?

“The symbolism – and the substantive significance – of planting a tree has universal power in every culture and every society on Earth, and it is a way for individual men, women and children to participate in creating solutions for the environmental crisis.”

Albert Arnold “Al” Gore, Jr.
45th Vice President of the United States
Author, environmental activist,
2007 Nobel Peace Prize Winner
(born March 31, 1948)

Trees are a generous gift from nature. Humans can be generous designers as well.

Generous Design by Humans

As I describe in, The Experience Design Blueprint, generous design makes people smile. When an organization exceeds expectations without any pressure to do so, people often take notice. It might mean going beyond what is required by law or code, or even the norm set by competitors. Often the thoughtfulness goes unnoticed, but the design still serves to make things a little easier or a little better.

When you experience generous design firsthand you think to yourself, “Wow, somebody thought of that. How nice!” But, more importantly, you feel that somebody cared and as a result they touched your heart and your mind. Generous design goes beyond expectations, like a dual drinking station for humans and canines alike or a stair rail that extends a little more than required, so that it comfortably greets those about to meet the stairs. Unexpected trees alongside the built environment can be generous gifts that restore the human spirit, cause us to slow down, and even provide healing. We see and feel these in urban areas, parks, boulevards, universities, and even healthcare facilities.

tree lined boulevard as generous design - Delightability

Arbor Day

Arbor Day is the day dedicated annually to public tree-planting in the U.S., Australia, and other countries around the world. You needn’t be an arborist or a landscape designer to plant a tree. Even birds (or other animals) inadvertently plant trees as they eat fruit in one area and defecate in another. Animals do this without even thinking. But, you are human, perhaps even superhuman. You can be a thoughtful, generous designer and plant a tree, if not for yourself for those who will enjoy it 100 years from now.

planting a pine tree

Culture of Care

Though Arbor Day provides you an official day to be thoughtful and generous, you needn’t be gated by such holidays. Opportunities for generous design are all around us. The best thing is you don’t have to be a designer by title or role – a bird isn’t, after all. You can participate at any time, in planting a tree or other thoughtful acts that exceed expectations and turn lips upward. The Culture of Care is afoot. If you’ve already joined – thank you! If not, we hope you’ll join our movement.

about the author

Gregory Olson founded strategy and design firm Delightability, LLC. with the belief that if you delight customers then success will follow. He believes that we all have the potential to do better, as individuals, organizations, and entire nations.
image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson’s latest book is L’ impossi preneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans.

Greg also authored The Experience Design Blueprint, a book about designing better experiences and then making them come true.