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The Power Of A Premium Consumer Experience

All of us have experienced it from time to time – the Power Of A Premium Consumer Experience!  Whether it is on the phone or in person, you leave that experience feeling special.

The Story…

Recently our team began working with one of our partners to lay the foundation
for this type of premium experience for their members. Two of the foundational UNADJUSTEDNONRAW_thumb_2748tools we use is ethnographic research and empathy mapping. During this process, we did live interviews, made phone calls, and created “How Might We” statements. Two of the test phone calls were to healthcare companies, and one to a service based company.

Let me say this, two of those experiences were anything but premium, and one did not let us down at all. They provided fantastic service. Now I know, you want to know the names of those companies – but I am not going to reveal them on this blog. With that said, you can probably guess which ones were which, but I will tell you, both of our calls within the healthcare industry were not only dissatisfactory but overall, unhelpful. The one in the service industry went above and beyond to not only meet our needs but exceed them.

What We Learned…

I have stated over and over again, that there is so much to learn from organizations that are service based and built around the needs of the consumer. Recently, I read an article on the 5 publixCompanies With Envy-Worthy Customer Experience. The companies are Zappos, Publix, Southwest Airlines, USAA, and Nordstrom’s. I have had personal experience with four of them, and they each focus on the consumer first on the consumer above anything else. I want to share a bit of my experience with Publix. For those of you who do not know Publix, they are a grocery store. I no longer live where there is a Publix, and miss it every day. When we travel back to where we can find one, we make it a point to shop there. Why? Because they lived by the three principles we live by here at the Nason Group.

I want to share a bit of my experience with Publix. For those of you who do not know Publix, they are a grocery store. I no longer live where there is a Publix and miss it every day. When we travel back to where we can find one, we make it a point to shop there. Why? Because they lived by the three principles we live by here at the Nason Group. They KNEW US, SURPRISED US, AND MADE IT EASY FOR US to shop there. Whether it is knowing our name or our tastes – they consistently meet our needs and make us feel like we were #1!

What We Can Do…

The Power Of A Premium Consumer Experience has no price tag to it. As the Nason Group works with partners we cannot stress this enough. Our value proposition to organizations is that we MEET PEOPLE WHERE THEY ARE AT! Invest up front to meet your consumer where they are at and it will not only bring loyalty but ultimately revenue and profits to your business. We will continue to live by this motto and encourage every one of our partners to do the same.

What You Can Do…

Take 30 minutes this week and go spend time with your consumer. Ask them 3 simple questions.

  1. What do you like about our product or service?
  2. What is one thing you would change about our product or service?
  3. How can we get to know you better?
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And So It Begins…The Journey To The Consumer!

The Story…

It’s 8:30 in the morning, the room is set, and there are two crazy facilitators at the front of the room. You look at the walls and there are “How Might We…” maps, Journey Maps, a Business Model Canvas, and tons of markers and post-its all over the tables.

Some of you will remember the first time you walked into a room set-up like that. You might have felt uneasy! Perhaps you were even a bit afraid! Some of you may have felt strong resistance and thought to yourself,  “No Way, I’m not doing this!”

Well, this scene was no different. One by one they entered the room – not really sure what was about to take place, but willing to give it a try! The facilitators joined all 10 of their key stakeholders at the table – we were all ready to go! And so it begins (dun-dun-dundun) – The Journey To The Consumer!

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This was the dynamic scene that our team was honored to facilitate this week. We are working with an empathy-driven partner as they begin to peel back the layers to build a stronger relationship with their members.

We met two of the executives from this organization in July of last year where they heard Shawn speak about Breaking The Rules! These executives were excited, intrigued, and ready to take on this amazing opportunity. And so, the journey began this week. You will hear more about their experience over the next 10 – 12 weeks: What we learned! What we failed at! But most important, how we impacted the lives of their members!

What We Learned…

Over the past several years, in many different organizations, our team has led events just like this – and each and every time, we all learn something new. What I love the most is at the end of every day we ask that question, “What Did You Learn?” Here are some of the answers we heard the last two days:

  • No better time than now… Gotta do it right!
  • Now’s the time, we are a fresh pair of eyes!
  • Energized!
  • Having this conversation is critical!
  • Grateful!

These are very powerful words for each of us to hear. We at the Nason Group learned this week, that the group we are working with have heart, have passion, and possess a sincere desire to put the member first! The challenge before this team may be big, but we absolutely believe they can do it!

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What We Will Do…

It is simple! We will stand with and support this team on their journey. We will help guide, direct, and, point them in directions that lead them straight to the consumer. The journey to the consumer is not always easy, but it is always the right way to go. We are also committed to helping this organization with the tools and knowledge to move this work forward long after we are out of there.

What You Can Do…

Very simple! Take the first steps to begin this journey in your organization or business. If you know someone that can help you with it great. Find them and ask for their help. If not, reach out to us at the Nason Group! We partner with you and help you meet the needs of your consumer! One piece of advice, don’t be afraid to start the journey! There is no better time than now!

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Consumer Trends for 2017 – What are they and how do they impact your consumer?

The Story…

Here at Nason Group, our focus is on developing innovative mindsets and strategies that guide our clients to a better and clearer understanding of their consumer. Part of that process is looking ahead to consumer trends that promise to have an impact on their organization and get the client focused on building strategies, products -and services that will meet the consumer where they stand – either now or in the very near future.

In December 2016,  Ericsson Consumer Lab released their report, “10 Hot Consumer Trends 2017.”  The report is the result of online surveys conducted this past October, of advanced internet users in cities across the globe – to include Berlin, Chicago, Jakarta, Moscow, San Francisco, New York, Shanghai, and Toronto, just to name a handful. The respondents were not only a mix of nationalities – but age as well, with a span of between 15 and 69 years of age. Those surveyed are heavy users and early adopters of all kinds of digital technology – such as fitness trackers, smartphones and watches and the latest virtual reality headsets. They have their eyes and demands on the future – and we are listening.

We also took a look at the “Top 10 Global Consumer Trends for 2017” report by Daphne Kasriel-Alexander for Euromonitor International. Some of the areas examined in their report are the changing narrative of aging, children as “consumers in training”, the road to “faster shopping”, keeping it real as an organization – authenticity is a game changer for many consumers, personalizing the customer experience, post-purchase relationships, and wellness as a status symbol.

What We Learned…

From these two in-depth pieces of research, Nason group has identified our list for focus in 2017. Here is what we want to examine deeper:

2017 Consumer Placemats Picture

These are exciting, dynamic trends to watch. Our goal is to help our clients understand the implications of these trends for their consumers as they stand today, the impact of a competitor’s early leverage of the trends, the steps necessary to educate the organization on potential impact and lastly, as a leaders, how do these trends impact my ability to successfully lead my organization?

There is a great conversation around each of the 12 consumer trends for 2017 – we look forward to sharing our insights and opening a dialogue with you as you examine each one with us.

What We Will Do…

Our commitment is to continue to research globally where consumers are going and what they are expecting from organizations around the globe. We will continue to bring forth insights to not only help our partners but all those around us.

What You Can Do…

We would like you to consider these four questions as we journey through these trends over the next few weeks.

  • What are the implications of these trends on consumers using my product (s) or service (s)?
  • How might this trend impact my business if my competitors were to leverage this trend?
  • What steps to learn more about how this trend might affect my business?
  • As a leader, how might this trend impact my leadership style? And, what can I do about it?
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Owning Your Story! Sharing Your Story! The Power Of Your Story!

Why Should I Share My Story?

This is a question I have asked myself numerous times in my life, and once again, over the past several weeks. It all started when a colleague and I journeyed to Dubai in January. We

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Steve Junion, Myself and Dr. Yousef

both had friends and family very concerned about the fact we were traveling to the Middle East (this took place one week after the inauguration of the new administration) – but we chose to make the journey without fear.

During the week in Dubai, we met some amazing human beings all on the same journey that we are on to help fix the healthcare system. I remember in one of our sessions, sitting in a room filled with executives from Egypt, Saudi Arabia, Qatar, Abu Dhabi, and Dubai. A statement was made to me, “Shawn, we do not hate your President, we just want to understand him.” Isn’t that what we all really want, is just to be understood at times.

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#TBCOrlando2017

Now let me jump ahead to last week. I was asked to facilitate a session at a conference focused on hosting MBE / WBE (Minority or Women Owned Businesses) businesses and corporations working with them. I have to be honest! I went in with no set expectation that anything great was going to come out of this event.  Oh,was I wrong! 

 It was an incredible event from both a business and personal perspective. I met some truly inspiring people and heard many motivational stories. In all of that, again, it was a challenge to me. I kept hearing in my head, “Shawn, own it!”  When the event concluded, I walked back to my room, drained both emotionally and physically –  but so full of joy for what I had just experienced. I left that event forever changed, but most important, I left there with many new friends. 

What I Learned On This Journey!

I learned that I need to be proud of who I am and what I am. Now, let me explain. I am an extremely extroverted person (some say, too extroverted). My wife tells me that I have a bigger than life personality – much like my mother! Who better to learn from? At the same time, I have a quiet inner voice that can be, at times, a bit scary. This aspect of my personality comes from my father! My father, was 100% Comanche Indian.

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Grandparents & Great Grandmother

I can only imagine what he and my mother faced when they got married in the 1960’s in Tucson, Arizona. I have been asked my whole life if I was hispanic. I am not. I am Native American and Caucasian. My Father was born in Texas and my mother in the mountains of Kentucky (GO BIG BLUE!!!).

I was raised in Arizona and have had the privilege of living all over our great country. I don’t really understand racism or treating people differently because of their life styles. I was simply taught to love, respect, and treat all people the same way. I thank my parents for this perspective and my upbringing. It really has helped me be who I am today, and continues to help me become who I need to be.

In the world of business, I look different, act different, and in many cases, just out right scare people (maybe it’s the blue hair or red hair) – but that is just fine! Many of them need it! They need to think differently and embrace others that think and act different than they do. Our world is made up of incredible diversity! Now, more than ever, what we need is the spirit of inclusion! We need to love each other as we love ourselves! All lives, all people, no matter color, lifestyle choice, or walk of life – deserve to be loved!

What I Will Do!

Personally, I will stay true to myself. I will love all of those that I come into contact with just as I love myself. I will respect all for who they are no matter where they come from. Professionally, I will embrace my heritage. I will say I am proud to be a minority owned business. And I will seek to help all of us on this journey!

What You Can Do! 

I just ask you to do the same! Nothing more, nothing less!

“Diversity And Inclusion Are About Giving Value To Every Human Being, No Matter Our Differences.”

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Why Do You Hire A Crazy Person With Passion? Innovation Is Why!

“You Hire Crazy People!”

That is my answer when I am asked how I hire people for innovation. There is so much truth to that statement (please do not be offended if you work in Innovation), but there is a part of you that has to be a little crazy to do this work no matter what industry you are in. Recently, I sat down with one of our team members, Brownrygg Woolls and shot this quick video. Enjoy!

In the video I reference a blog post I wrote entitled, A Hustler, Hacker, Storyteller, Singer and Artist Walk Into A Bar. In that blog I shared about the team I worked with at the time. Although I work with a slightly different team today the principle is still the very same. There must be DIVERSITY & DIFFERENT THOUGHTS PROCESSES on your team to make it a success. I do not allow myself to hire or partner with anyone like me (that would be very scary anyways!)

In that same session with Brownrygg, he asked another question, “As A Young Person How Do You Prepare For This Field?” Here is my response:

Passion, Passion, Passion!

Why Passion? Any person with passion will run til’ they cannot run anymore. They will dig in until they find the answer. As a leader, I remember two team members who on paper would did not look to be the right fit, but they had something about them that resonated with me. I knew they were the right fit for the job. And guess what? They were! Yes, I believe in a foundation of education with any career, but as I stated in that short video – Do Not Read A Resume! Read The Person! Read Their Passion!

“I’d Rather Lose Myself In Passion Than Lose My Passion.” ~ Jacques Mayol

So, here is my challenge to you today as a leader or team member in the world of innovation: Surround yourself with diversity. Make sure you bring in skill sets that you do not have yourself. But most important, build a team filled with passion and you can conquer anything! Go Kick some #%$ today!

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Surprise, Surprise! – The Ability To SURPRISE Your Consumer!

The Story…

Many have heard me say, that it only takes three principles to build a consumer experience model. Those three principles are simple: Know Me, Surprise Me, and Make It Easy! That is where the hard part comes in, keeping it simple!

“Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains.” ~ Steve Jobs

The story goes something like this: There once was a family visiting Walt Disney World. It was a beautiful fall morning, and the family had just finished breakfast at Disney’s Animal Kingdom. They were waiting to use their next fast pass, so they decided to do some window shopping. At one of the confectionary shops, they came across an amazing display of caramel apples that looked like different animals. A Disney cast member greeted the family with a simple, hello! As the family was standing there admiring the creative work, the daughter looked up to her father and asked if she could have one (now remember, they had just finished breakfast.) The father told his daughter, “Honey, not now! We just finished eating.” 

The family went to leave the store to make their way to the ride, when the father felt a slight tap on his shoulder. He turned around and it was that cast member. img_5927The cast member politely asked if they could present a small gift to his daughter. The father said, YES! What the father did not know is that cast member had been listening so well, that they heard the girl ask specifically for the elephant caramel apple. And, there it was, in a  lovely box ready to give to her. The little girl was so happy and asked her father if she could keep it. Well of course, the father had to say, Yes!

This story is about my family and my daughter. Now, some people might have been upset over the interaction, but to be frank, I was totally SURPRISED! That cast member knew we could afford to buy that apple, but they wanted to do something unforgettable and incredibly powerful for my daughter and me.

The Learning…

That experience happened months ago – and yet, it is still fresh in my mind. It was so simple for that cast member to provide an unforgettable experience. She lived out the principles of Know Me, Surprise Me, Make it Easy to a tee. She took the time to listen. 

Here is my learning: listen, listen, listen! The cast member got to KNOW my family and ME in a short period by listening to our conversation. She saw an opportunity to SURPRISE ME by getting to my daughter’s heart and in doing so, she created a magical experience for me as well. Finally, she MADE IT EASY with a single $5 apple. For the rest of that day, my daughter could talk of nothing else but the experience of receiving that little elephant.

“Speak in such a way that others love to listen to you. Listen in such a way that others love to speak to you!”

What We Can Do…

Listening is a simple concept, but again, sometimes it is also the most complicated thing to do. I will LISTEN to those around me. Whether it is my wife, my children, a co-worker, or our consumer.
We all have a listen-learningstory, and it deserves to be heard. As a matter of fact, consumers expect and demand it today. Mason Thelen in his article From ‘Mad Men’ to ‘Math Men’: Listen To Your Customers Not Your Gut discusses three main concepts around personalization, silos, and technology. The customer is telling us what they want; we just have to LISTEN!

Take 30 minutes this week. Hit the streets! Listen to those around you. Get to know your consumer or customer. They will tell you what they want and need. It is our job to take it to the next level.

Remember this: KNOW ME, SURPRISE ME, and MAKE IT EASY!

 

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Creating A Magical Experience! How You Go From Finance To Consumer-Centered Innovation!

I get asked frequently, “Shawn, how did you get into innovation & consumer experience?” My journey is probably not much different to many of us that work in the industry. You are doing one thing one day, and than the next day you want to do something different. I had spent the first part of my career as a musician and I was living in Orlando. My wife and I are huge Disney fans, so I took a leap and applied for a finance position (because that is a logical jump) and I got it.

Over the next six years, I had an incredible journey. I worked with extraordinary cast members, learned a great deal, and even worked with the Disney Cruise Line. Let me be clear! Disney has a culture of innovation. You begin to find yourself thinking differently – looking at things from a new perspective and ultimately, crafting business decisions differently. In the final part of my journey at Disney, I had the honor to become a Walt Disney Imagineer – an experience that transformed me.

WOW! What a journey it was!  It was an incredible time in my life. I got to do CONSUMER CENTERED INNOVATION Disney style. I learned two things that changed the course of my life.

First, I learned I hated finance!

Second, I learned there is no price tag on creating an experience for your guest, customer, or consumer!

In the two minute video below I share some my thoughts around embracing innovation and creating a premium consumer experience:

As I stated above and shared in the video, there is no price to creating a premium experience for your consumer – whether it be your end-user, a stakeholder, or the person sitting next to you. This idea has become such a passion of mine over the past five years, and I am determined that we can disrupt industries that do not do this well.

Just recently I read an article by, Steve Towers, titled, “The five crucial things successful CX companies do every day.” Here are those five things:

  • Top teams understand CX success and get out of the way of their people to let them get on with it.
  • Customer needs are understood and developed to create the organizational alignment towards successful customer outcomes.
  • Being customer-centric isn’t about projects – it is a state of mind.
  • Successful CX transcends measures and implements a rigorous feedback/feed forward framework.
  • CX is both the strategy and the operational objective to overcome needless complexity.

Although I do not know if I agree that these are the top five, I do agree you must start somewhere. That somewhere is with your consumer at not only in the center of what you do but on the whole journey! Involve them like never before! 

Today, I leave you with this thought: What are you doing for your consumer? Are you focused on them in everything you do? It is not always easy, and sometimes it can be challenging. Take 30 minutes this week and do the following things:

  1. INSIGHTS: Research three (3) companies that are consumer-centered and are known for their experiences (Nordstrom, Disney, Amazon, Marriott, Delta).
  2. INITIATE: Write down what it is that sticks out to you about those experiences.
  3. IDEATE: Think out of the box! Create potential ideas, solutions, or products you could do using those experiences within your business.

Have Fun!

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I would love to share your story on the POWER OF YES in INNOVATION in my upcoming book! Send me an email with your story.

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Innovation Is Not Work! Innovation Is A Lifestyle!

What I Was Doing…

This week, as I turned a year older I realized something. In the past year, I have grown ten years wiser! I asked myself why I felt this way. Was it because of something that took place in my personal life? Was it the result of something that happened to me professionally? Could it have just been life itself? The answer is YES – to all of the above!!

 It was exactly one year ago this week that I walked into a new job with one of the best people I have had the pleasure to know in my life. We had an enormous challenge before us – but we never doubted our ability to get the job done. We met and worked with talented, dynamic and compassionate individuals. In the course of that experience, so many lives and an incredible business were transformed.

One of the things that made this experience so exciting for me was that my leader, my friend, trusted me and allowed me to move in a direction that I had always wanted to go. We were able to focus on transforming a culture and a business model. But the coolest part was witnessing the people transform and take flight – how innovation became part of their creative DNA.

Over the past year, I have learned more about who I am and what I want to do. Most importantly, I know what I do not want to do. I have learned the type of leaders I like to be around, and the kind of teams I like to be a part of – ones with:

Passion!innovation-isnt-work

Drive!

Intensity!

The Spirit To Learn!

The Spirit To Fail!

The Spirit to Live Life Fully!

I witnessed people achieve what they did not imagine they could achieve. I saw them take flight when they did not believe they even knew how to fly. Together, we built a model of innovation that allowed us to not only do it as a job, but to live it, breath it, and have fun with it.

What I Learned…

I want to focus on my learnings on how we measure success in innovation and the impact it has on teams. Just recently I stumbled across another innovator, Adam Malofsky , who has written on the subject of innovation as a lifestyle. The cool thing is that he lives close to me. In his article, Innovation is a lifestyle, not a bunch of metrics,  Adam shared an article in Forbes about innovation metrics. The industry is caught up on ROI (Return On Investment) but not on ROI (Return On Innovation). The metrics around these two ROI’s are very different. Return on investment is all about the money. Return on Innovation is all about the people, the process, what you have learned, and sometimes about the money. 

Now do not get me wrong. I started my journey as a corporate finance person. I understand the impacts to the bottom line or the top line. However, in innovation, this cannot be the primary focus – or you put shackles and chains on the innovators within your organization.

I see innovation as a lifestyle. If you’re not doing it 100% of the time, as a part of your body and soul, it’s hard to be truly innovative.”  ~ Adam Malofsky

Yes, and Amen! When you are a leader of innovation, you have to provide space for people to breathe, for them to explore what change looks and feels like. I use to believe that everyone could be an innovator. Here is what I believe now: Everyone has the ability to learn the process of innovation, but not everyone is an innovator at heart!

What I Will Do…

Over the next year, I am going to focus on living out Innovation as a Lifestyle! I will not focus solely on the business or the situation, but rather on the why we are doing what we are doing. As a leader, I am going to unleash the power of yes in innovation by equipping my team and my client’s teams to envision and do things they may not believe possible.

In his post, Adam went on to say, “Innovation is not a program. It’s a life-long enterprise. It’s a lifestyle.” I could not agree more with him. Innovation has changed my life; it drives who I am today as a man, father, husband, and businessman.

What You Can Do…

If you are an innovator – a person that believes wholeheartedly that innovation is a lifestyle – I encourage you to take time this week to focus and declutter the obstacles in your life or work that are preventing you from living an innovation driven life. I know, it may not be easy, but get back to the things you love. Do what you do best!

Remember, Innovation is not work – Innovation is a lifestyle!

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I would love to share your story on the POWER OF YES in INNOVATION in my upcoming book! Send me an email with your story.

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VIDEO BLOG: “Run Forrest Run!” – Running Ahead Of Your Bullies

What I Was Doing…

We all remember the scene in the movie, Forrest Gump, where Jenny and Forrest were walking down the dirt road and three bullies began throwing rocks at Forrest. At first, Forrest did not know what to do. Then Jenny looked at him and said, “Run Forrest Run!”

When Forrest began to run, it was not pretty. As a matter of fact, it was downright pitiful. He was running down that dirt road in braces with nowhere to go. But he did not give up. He kept running as fast as he could to get away from the bullies. Before you know it, the braces started to break and fall off – much like shackles being removed from a prisoner. FORREST WAS FREE! 

He could not only run, but he could run fast – and he outran the bullies – becoming stronger in the process!

What I Learned…

The moral of that scene is much like many of our experiences in the world of innovation. We find ourselves faced with bullies – sometimes from the outside – but many times from within our walls. People are often afraid of the unknown. They fear that they might mess-up or worse, they might fail.

Recently I was asked about running ahead – and if there were anything I would do differently in my approach to innovation within the two industries – healthcare and higher education – that need INNOVATION. Here is my response:

What I Will Do

As a man, father, husband, and leader, I have made a conscious and challenging choice – to let people run!  As I was preparing for this week’s blog post, I came across a page on LifeHack.org entitled, Run, Forest, Run! 16 Life Lessons We Can Learn From Forrest Gump. As I read through it, I found that many of the points highlighted need to be part of our innovation toolkit. Here are the six I believe are key:

  • Don’t Be Afraid To Be Honest – If we are willing to be honest, we may be able to come to the right sooner than later.
  • Don’t Be Afraid To Lose (Fail) – Fail Fast, Fail Forward! Just Do It!
  • Always Try New Things. You Might Be Great At Them – If we do not try new things, everything will always be the same. That is not Innovation!
  • Sometimes, You Just Have To Do The Right Thing – Even When Everyone Tells You Not To – Remember, we all are humans. We all are consumers. Do what is right!
  • You Never Know Who’s Lives You’ll Change – Exactly!
  • Do What You Love – Why would you do anything else?

What You Can Do…

It is all about RUNNING! It is all about taking ACTION! We as innovators know what needs to be done, but what matters the most is that we – RUN!

I encourage you to take 30 minutes this week and do something that you have been afraid to do. Go have fun! Go learn something new! Break free!

I would love to share your story on the POWER OF YES in INNOVATION in my upcoming book! Send me an email with your story.

Thank you to Mark McFerron for your creative mind in this video and Brownrygg Woolls for your mad video skills!

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“The Good, The Bad, and The Ugly” of Innovation – Video Blog

What I Learned…

Recently, I shared my experience around what it is like to start a center for innovation. Here is a 7-minute video where I answered some of the following questions or statements:

  • State of mind when starting a center for innovation
  • How have I personally and professionally changed?
  • What encouragement would I give leaders?
  • Words of caution or wisdom

What I Learned…

The past five years have been an incredible journey and roller coaster. As I look back on them, I realized I would not change a thing. If it were not for the good, the bad, and the ugly, I would not be who I am today as a leader or as a person. I have followed my passion and my dreams – and WOW, it is empowering!

What I Will Do…

On this journey, I have learned one thing about me as a person. I have the ability to connect and build relationships and see things in leaders that they may not see in themselves. My mission now as a leader is to equip others with the courage, passion, and resilience to do this thing call INNOVATION!

What Can You Do…

So, what can you do? Take 15 minutes today and think of the one person you can encourage in life or help find their passion. Call them, text them, or write to them!

Share your experience as a word of encouragement.

Share your experience so they may not have to go through the same things you have.

Share your experience to help them get to the next step.  

I would love to share your story on the POWER OF YES in INNOVATION in my upcoming book! Send me an email with your story.

Thank you to Mark McFerron for your creative mind in this video and Brownrygg Woolls for your mad video skills!