What I Told Them At New Media Atlanta

Great presentation. Given the state of the back channel putting it up on the screen was brilliant. Looking forward to that BackNoise post for another time.

Chris - so sorry to have missed you in Atlanta - weather worries (as I'm sure you are clearly very aware of). I very much appreciate the opportunity to 'relive' the experience I didn't get to have.

Very impressive - very old ideas that have proven to work time and time again - ideas that we gave up when we thought technology would take over for us and allow us not to have to be 'people' with all of our foibles out in the open for everyone to see.

You see, we have this little company - (really little) - and for the first several years, spent way too much on web advertising because, of course, technology would make us look "more profesional". Now, five years later, we no longer run an ad on the web and 95% of our clients are either return or referred clients, we've grown by 15X and it's not because of the brand name - we'll skip it, it's stupid. It's because there is a human on the other end of the phone, someone to write to who writes back when an email is sent, asks for feedback on how to make the experience better and everyone from the multi-billion dollar brands to the single doctoral student feels like they are the most important person to our business - and they think our business is just me - there's way more of us than that. Does that make me the brand? No. It just makes me the voice, the person, the friend. Do I still use technology to make my world an easier and more professional place? Of course I do. Do I need to have you see it? No, I don't. End result - high client count, low advertising cost. Happy employees making more than the average person in their position in this country.

Now I suppose I should talk about 12 other brands, but it's late and you don't want to hear about them. So we'll pretend that you are 12 brands and why would you want ot hear about my little company? Because out there in the world of web users there are thousands of people who are not getting the message and it occurs to me that this is a message that needs to be shared in the old Indian fashion of a story circle. I spent the past half hour listening to yours, thought I'd share mine, and possibly see who else has figured out that although we need technology, we need people even more. No sales pitches, no real marketing, just true respect for the art of being a person! Thank you for an enjoyable evening and for reaffirming what our core beliefs and best practices are in our daily business life - and in our personal lives as well. My respect grows in leaps and bounds! - and yes, I've read and enjoyed the book. It will hold a permanent place in my office (at least until we move again!)

Excellent post. Thanks for an insightful post. These tips are really helpful. Again thanks for sharing your knowledge with us. Keep blogging.

Thank you for the gift of your time, the pleasure of your company, the generosity of your wisdom at New Media Atlanta - - and for posting your speech so I may share it. Once is not enough.

It is interesting reading your book, Trust Agents, again after meeting you IRL ... with every page, emphasis is added. ;-)

Aloha nui loa.

Looking forward to your post on Backnoise. I read a blog post this week stating that you handled it pretty well while others kind of "suffered" from it.

Wow, what Cojones.

Chris, I saw you speak at the New Media Atlanta conference and was amazed, surprised and flabbergasted at the fact that you put the Backnoise screen up during your presentation. I took it as your way of saying, "I'm going to tell you what I'm going to tell you, and I don't really mind if you agree or disagree with me."

The bottom line: It was a great tool to keep people engaged and involved in what you had to say. Your content was just as good as your presentation style.

And, no, I'm not ass-kissing.

Best,
Jamie Turner

Hey Chris. Thanks for the visit to Atlanta. Sorry I was uable to attend but I am thrilled that you're sharing the video. Made my day. Many thanks. FYI, we're not all rednex and a-holes, but Im sure you figured that out. Kudos. Ya'll come back.

Hey Chris - Many thanks for posting this video! I am thrilled as I coulndt attend. I was in a dentist chair most of the day and I'm thinking some in this room would have traded places with me ;-) You likely found out that Atlanta has some great folks if you weed through all the rednex and a-holes :-) we wish you well and will be RT'ing often. Bravo.

Man, I REALLY wanted to be at New Media Atlanta!! Unfortunately, I had commitments I couldn't get out of, and was only able to make it to the after party. I'm so glad this was recorded... great presentation. I've seen you speak several times (in person and recorded presentations) and am amazed that there is always something new... it's never the same old presentation you gave at some other conference.

Good stuff!

I would love to hear this message when it is clear. It is hard to hear.

It's good that the weather cooperated for this event here in Atlanta. The weather has been good for the past 2 days.

hey chris, thanks for sharing the video from the atlanta conference. two thoughts:
1. i completely agree that we (the global economy) got into trouble by listening to/ being seduced by the "numbers". Now let's do the right thing for us humans.
2. you credibility went even higher because of the stoires you told about working with the big companies, especially the story about the pharma company.

Thanks for sharing. I always look forward to your perspective. It's refreshing to see your transparency live and an encouragement to all of us to step closer to the edge.

Great speech. People sometimes get too fixated on the technology and forget the people who really matter.

I was delighted to see that someone captured this entire session. Thank you Run Level Media! I was glad to see that you put this up here. I somehow imagine you having a debate with yourself over whether or not to do so. Your title is appropriate, you did, in fact “tell” us all a thing or two. I didn’t expect you’d run off tearing up new ground, and you didn’t. No, what you did was tell it again. I personally appreciate you being a faithful watchman in the tower. You are active and current, and it goes without saying that you are a trusted source. I look to you for encouragement and advice. Frankly, I can more effectively lead by following you. I simplify my tasks and responsibilities by tuning in to what you’re doing and where you lead me….and you just turned a corner.

You asked me at the after party how I thought it went, I don’t know that I conveyed my thoughts and feelings like I should have right then. “Wow” probably doesn’t begin to cover it. Not “wow”, what great stuff this is, you didn’t tell me anything new,(This was my first live viewing of you in action), but man, did you tell me what I already knew in an awesome way! You truly are a great speaker and story teller, but I sensed something else. I felt like it was all being spoken by a voice I knew, but in a different tone. Your passion was evident and contagious, and you seemed to be letting something out of the bag in Atlanta. Maybe it was the Chipotle?

I’ll go ahead and confess that I’m a better listener and “knower” than I am a “doer”, but this talk in Atlanta has finally pushed me over the proverbial edge. It was after New Media Atlanta that I decided to stop putting off some of the things I keep meaning to begin. I’ve been following, reading, subscribing, and listening for a long time Chris, but Atlanta did it for me. I’m anxious to see and hear what lies ahead from you.

I’m glad that there are people like you who don’t disappear. I’m encouraged by the passion that you so tirelessly share, and I’m humbled by your transparency. I hope that others were impacted in the same way in Atlanta, and I hope the video has the same effect on a larger audience.

Chris, I'm really enjoying the first 40 pages of Trust Agents - working on the rest!

I'm looking forward to watching the video, because I really enjoyed the Backnoise enhanced presentation.

My only advice is to practice, drill and rehearse your Jay Z, Tribe Called Quest and Brand Nubian lyrical flow - it's always the coolest when the rhymes are flowin', but as white as you are, you need to step up your casual game.

Especially when you are standing in front of an audience of Rob Thomas loving cougars and dorky white guys who think that Jimmy Buffet and Kenny Chesney are the penultimate lyricists of our time...

You are always welcome in the A, especially when you bring, bring, bring the BACKNOISE...

Chris:

Nice presentation, but fascinated with backnoise. Tried to use it today, home page works, but everything else is 404.

Found this link: http://www.tagcommunity.org/blogs/unexpected-le.... You may be interested.

It was a great presentation by Chris on Friday! He had the room on their feet and buzzing with twitters left and right. I look forward to the post on BackNoise. You handled it with great finesse Friday.

Chris, thanks for posting the video. We'll have a video of the panel session from New Media Atlanta up soon as well.

This video was awesome, I enjoyed the entire discussion. I completely agree that Customer Care is a branch of Marketing, but it's taking a while for a lot of larger companies to take notice -- it's saddening to hear the Rubbermaid example, but I'm not surprised at all, in fact I've seen worst. Listening is paramount, but I also believe knowing how to respond is nearly as important (I guess that plays into your "One of Us" principle). Lots of firms are now listening, but still not responding properly - like you said, it's important to take things offline as soon as possible, but leave that which can be used by the community public for future reference.

Great tips, looking for more. Would liked to hear more specific case studies if available, but other than that, no constructive feedback. Thanks!

Forgot to add...more Jay-Z references would be appreciated as well ;)

Wow - what a delightful, informative, inspiring talk. Your emphasis on (and living example of) transparency, two-way communication, the importance of listening, and generosity of spirit is an inspiration to us all. Thank you, Chris, for once again for teaching us all how to bit a little better, every single day.

Am half way through watching but had to take a break to say what were they doing behind you? Seriously. Not sure I would have been able to stay on track with that BS going on behind me. I'll leave it there or I'm going to end up saying rude words. Right, back to the vid - great so far :)

This is the first time I ever saw you speak. You are hilarious. I loved the porn star by night children's educator by day. That had me rolling.

Hi Chris,

I'm from Brazil and did not know your blog.

great social media blog.

Chris:

My blog post about you and Backnoise.

http://tenacioustortoise.com/index.php/2009/09/...

Loving BackNoise.com - will be interesting to see what comes of it.

Watched the presentation twice and loved it. Great insights.

I'm curious about your choice to use "colorful" language. It doesn't offend me, but I'd never make that choice in a presentation. Since I know you don't do anything by accident, perhaps you or your readers have some thoughts.

I guess my biggest question is whether you worry that certain language might prevent some folks from listening or hearing the important message. I can think of some groups that would really benefit from your insights but would "turn off" immediately when they hear what they'd consider inappropriate language. It's their issue, of course, but what are your thoughts as a presenter?

Was this a choice based on the setting?

Was it intentionally intended to set a certain tone?

Was it part of casting yourself as a bit of a rogue?

Is this part of ALL CB presentations--take it or leave it?

as a back up source
(his wife. Who swears like a sailor because of Newfie genetics)
chris only swears when he is passionate and excited about a topic
in "RL"
it seems to be the same on the stage

here's what i have heard people tell chris for the past 10 years
"You shouldn't do (insert thing here). You need to change (insert faulty behavior here). Play it safe."

they still tell him that.
he still thanks them for the insight
he still continues to be himself

he just does his thing
enough people seem to appreciate that in and of itself
if he kept changing to be more "palatable"
he would fail

companies don't want his swearing
they want his passion
they appreciate his willingness to be honest
not that he is always right
not that he always has *the* answer
he always has *an* answer
or will find one

$^& yeah

Hey Kat,

Thanks for an insider's insight. I hope my question didn't come across as telling Chris to change or as criticism. Obviously what he's doing works, and I'm just trying to learn. As I said, I don't think most aspects of his sort of success are accidental, and I'm jjust wondering about the thoughts behind his choice.

"Just be yourself" is great advice, but doesn't lead to intentional improvement. That's what I'm seeking, and I want tgo learn from successful folks like Chris.

your comment actually didn't come across that way :)

i think "just be yourself" actually *does* lead to intentional improvement
following your instinct on something
being honest about your own strengths and weaknesses
creating the structure of presentation/business/human interactions that feel like *you*

again
he received/receives tons of criticism on the way he presents
but it's how he does it because otherwise it would be clunky and awkward
yet i know most of us would go with the flow of what is expected of us
it's xyz so i work within xyz
even if it wasn't natural
i know i've been crap at stuff that i approached that way
equally crap if i go at it his way :)

maybe it's not "just be yourself"
maybe it's "get to know yourself"
let that lead your direction to success
i think blaze your own trail is less about doing something different
and more about do it your way

tough lesson to learn
for him
you
me
etc
i'll be falling on my face over here
getting to know "my way"

I can't agree more.

Excellent job of capturing the essence of what was going on today on the main stage as well as the backnoise. I think most of the backnoise can be attributed to a small group; however, there was some good input that we can all learn from as well. Overall a fantastic conference with excellent presentations from Jeff Turner, Nik Nik & Reggie Nicolay and Chris Brogran. Thanks for your vision Brad Nix and Matt Fagioli. They may have beat you up a bit on backnoise, but I don't see others biting off major conferences like this for Atlanta.