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Zappos’ Shoe Guru Writes About Delivering Happiness!

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Most of you have probably heard of Zappos, the online shoe store that offers free returns (!) on all of their products. What most of you probably don’t know, however, is that Zappos CEO Tony Hseih has been quietly building his company into a business that people are flocking to work for, even in entry-level customer service jobs.  I had seen some TV spots on Zappos culture, and at one point saw some footage of what their office space looks like (hint: super fun!) and I got the feeling that what was going on at Zappos was a little bit different than ordinary cubicle-land corporate America.

So when I was offered an advance copy of Zappos’ CEO Tony Hseih’s new book, “Delivering Happiness: A Path to Profits, Passion and Purpose”, I jumped at the chance to learn more about Hseih and why his company was so different.

I absolutely loved this book, and I feel strongly that it should be required reading for any entrepreneur or manager so they can learn about how to recruit and retain great employees, how to cultivate magnetic company culture, and how to make customer service their company’s #1 priority without coming across as smarmy or car salesman-y.

Hsieh’s book begins with the story of how he became the man who runs Zappos, beginning with his early entrepreneurial efforts as a kid (worm farming, anyone??).  Then he talks about launching Zappos, and how hard he and his team had to work, month by  month and year by year, to keep the company alive until they could receive investor funding or become profitable (or both, preferably). And it was truly a struggle for a long time. He describes the journey of going through huge problems. What happens when the company you hired to do your shipping – presumably one of the most important elements in an online business – is doing a lousy job and is hurting your company image? You take over shipping yourself, and you bootstrap it until you can find a good process!

Here’s what struck me the most about this book:

  1. Hsieh and his team, when considering who to hire for any Zappo’s position, whether it’s an entry-level customer support person or a vice-president, hire for culture first and skills second. If the person they are considering hiring is not the right personality or culture fit for the team or for Zappos as a whole, they won’t get hired, no matter how good their skills are. The Zappos teams believes they can teach the skills – but they can’t teach personality. Using that policy to do all their recruiting ensures that every employee they hire will be a great fit for the company and will contribute to their overall culture.
  2. Hsieh’s book inspired me, completely and utterly, to make customer service the first priority in my business. He has a wonderful way of writing about giving your customer what Zappos calls a “WOW experience” every time they interact with the company – whether it’s on the phone, over email, or in person. If you’re a business owner, how does this idea inspire you? What changes might you make to your business processes in order to provide a “WOW” experience to your client? Zappos example: Zappos provides FREE overnight shipping as an occasional surprise to some of their special customers. Real-life example: Perhaps you can make sure that every email inquiry gets answered, without exception, in 24 hours or less. What are some other ideas?

Part of the magic of Zappos – and the reason you feel (when you’re reading this book) as if you’d like to pack your bags and move to Vegas to work for them – is that the founders of Zappos were very intentional during every step of their journey about creating the company culture. They wanted to create a place where people wanted to work, a place people would consider more than just a job and a cube where they sit every day. They wanted their employee to think of Zappos as their family, and their efforts are clearly paying off.  And what’s great about this book is that Hseih gives advice on creating an intential culture for your company – one that fits YOUR employees, not his. I loved that section of this book, as I enjoyed the rest of it.

For a jolt of enthusiasm and positive energy to your day (and to your life), I highly recommend getting your hands on a copy of Delivering Happiness: A Path to Profits, Passion and Purpose. Then hang on to your hats for a real WOW experience of your own!

To learn more about Delivering Happiness: A Path to Profits, Passion and Purpose, please visit the Delivering Happiness site, or go to the book’s Amazon page to buy your copy.

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Beth’s Amazing Things Report – May 28, 2010

Balloons CelebrationWhat new and exciting things have YOU discovered this week, either online or off?

I believe one of the main characteristics of a good blogger – or a good writer of any kind – is a high level of curiousity and enthusiasm for the world.  A person who moves through her life saying “WOW! Amazing!” is going to find a whole LOT of things to write about, whereas someone who’s always complaining about how terrible things are – not so much.

Here are the highlights for me, for the week of May 24th, 2010:

1. Dave Navarro, TheLaunchCoach.com. Dave is my hero in so many ways. I think he’s brilliant, and every freebie/giveaway, purchased product or email I get from him is brimming with useful information. No fluff. No patronizing, skeevy Internet Marketing language. Just good stuff that makes you feel like maybe – just maybe – you actually could make a go of this web business of yours. And that’s pretty outstanding. So do yourself a favor now – sign up to get on his mailing list, and you’ll get access to the best free gifts I’ve ever seen anyone give away on their website.  If you’re feeling really spunky today and want to buy one of his products, go for his “Creating Products That Sell” and “Building a Responsive List” workshops. You can buy them separately or save a little dough and buy them together. Be prepared to have your mind blown with all the ideas Dave will spark in your entrepreneurial brain!

2. Will Young, British Pop Star.  No, this has nothing to do with the Internet, other than the fact that I’m really enjoying watching Will’s videos on YouTube. :) Will Young was apparently the very first winner of “Pop Idol” (the UK version of our “America Idol”) and he’s a HUGE star over in Europe. I had never heard of him, and I’ll bet most of the other people watching him perform on the American Idol finale this week had never heard of him, either. If you can ignore the sappy Idol montage footage happening in this video, and just focus on Will’s performance, I think you’ll really like him, too.

Note: I had embedded a video in this spot, but unfortunately YouTube yanked it down for some reason, so you should go and find Will Young videos on your own – you won’t be sorry!

Yes, I realize I just outed myself as someone who watches American Idol. I may pay for that in the comments on this post, but it’s worth it to be able to post this Will Young video here.

3. My new ScanSnap scanner, used in conjunction with DropBox online storage and file sharing. I’ve been using DropBox for a few months now – to share files between multiple computers and with my subcontractors – and I LOVE LOVE Dropbox LogoLOVE it. Basically, DropBox is set up so that when you save a document on your computer, it will also appear in a little “box” on your colleague or subcontractor’s computer…whoever you’d like to save that document with.  It saves SO much time now that I don’t have to email files to myself and to other people. I can just say “It’s in Dropbox” and we’re done.

And as of tonight -  I can use Dropbox with my newest all-time-favorite-EVER gadget, the ScanSnap mobile scanner, and I’m well on my way to eliminating my paper problem. And for those who know me well, you know I’ve ALWAYS had a paper problem – I’m drowning in it all the time. This nifty scanner lets me load up my document (even multi-page docs), hit ONE big  button on the top of the scanner console, and it zips the page through and turns it into a clean, readable PDF file in about 30 seconds. You can even create searchable PDFs, so that everything you scan is searchable and findable whenever you need to look for it. It even does BUSINESS CARDS in about 15 seconds each.

The whole scanner is also about half of the size of a shoebox, so I can chuck it in my backpack and use it at a coffee shop if I want to.

Yes, this little baby is pricey, but I’ve only been using it for 3 hours and I already consider it a piece of equipment I cannot live without.

That’s it for Beth’s Amazing Things for this week – next week, you can look forward to a review of ODesk, the best outsourcing resource no one’s every heard of.

In the meantime, please share your Amazing Things in the comments here!

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Would You Like to Become an Author?

Want to build an author platform of loyal, hungry fans, so that you can *really* sell your book proposal when you’re going for that big book deal? Or do you want to promote a book you’ve already written?

If you fit either of these and you live in or near the Boulder, Colorado area – You’ll want to attend my FREE mini-workshop in Boulder this Saturday morning.  The presentation is called “Using a Blog to Build Your Platform” and  it’s part of the Boulder Writers Meetup Group. The Meetup leader, Lori Rohik Pfeiffer, has very kindly invited me to come in and speak with her group, and I’m delighted to oblige. Here’s a quickie description:

“Literary agents and publishers are telling authors they need a platform in order to get published – but how do you build one?  Beth Hayden will discuss how to use blogging (and social media) to build your platform so you have an excellent marketing base when you’re ready to send out those book proposals! Come with your blogging and social media questions!”

We’ll be meeting at the Paradise Bakery Cafe (back room), 1207 Pearl Street, Boulder, at 9:30 AM on Saturday, May 22nd.

If you’re interested in attending, please RSVP using the Meetup event page (you’ll need to sign up for a free Meetup account, if you don’t already have one). Hope to see you there!

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Where’s Beth on the Web this Week

"Lenny and the Squigtones"-1979 LP cover
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In the last two weeks, I had two cool opportunities to hang out in places outside my own blog. Fun!  Here’s where you can find me -

I was asked to do a tech segment on a brand-new radio show called Boomer Alley. This new show is the brainchild of Marc Sotkin, the award-winning Executive producer and writer of Golden Girls and Laverne and Shirley. The show is aimed at – surprise! – Baby Boomers, and it addresses issues that are important for folks of that generation. Because many of my clients are Boomers and I had never been on a radio show (sweet!!) I was more than game to be on the show. With the help of producer Sharon Glassman, we did a cool segment on a Wordpress plugin that helps bloggers be gutsy with their writing and publishing

Listen to the whole show (which is fantastic, by the way) – by clicking here. and pressing the “play” icon on their little audio player. My tech segment is at the very end, around the 38 minute mark.

The Wordpress plugin that I refer to on the show is called Zemanta, and it can really help you beef up the content in your posts. You write the posts, and the Zemanta makes recommendations for links, images and videos you can add to make your post more interesting. For example, in this post, Zemanta suggested the links to Golden Girls and Laverne and Shirley, above, and it also went and found that totally awesome picture and Lenny and Sqiuggy, which I added in one click. It even added the attribute!  I’m in love with Zemanta – download the Wordpress plugin here, or I understand they’ve got some sort of Firefox browser tool, too, which means you can likely use it with other blogging tools! I haven’t tried that out, though, so if you try it and it works for you – let me know here in the comments!

Also – I did  a guest post for a colleague of mine, Eliana Berlfein, who is a website designer. The post is called “Top Six Reasons Every Business Should Blog“. If you’re running a business and you’re on the fence, this is an important post for you to read!

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Why Bloggers Should Use Feedburner

Feedburner is a free online service that allows you to send you email updates from your blog. Anyone who is reading your blog can enter her email address (using an opt-in form on your blog), and once they’ve confirmed their sign-up, Feedburner will automatically email her your new posts every time you publish one.  Feedburner allow you not only to track how many email subscribers you’ve got, but it also tracks how many people subscribe to your blog using an RSS feed reader.

For an explanation of RSS feeds and why they’re important for bloggers, please download my special report – “7 Ways RSS (Really Simple Syndication) Can Help You as a Blogger”, as well as some other cool freebies from my library.

Why set up Feedburner?  Here’s a few reasons:

1.  Using Feedburner will assure that more readers consistently read your posts. If a reader signs up for email update, they are much more likely to read a post if it comes into her inbox than if they have to return to your blog to check for new posts. That increases your readership and gets you new fans.

2.  It’s a free, low-hassle way to get your mailing list started. You can use the email addresses of people who have signed up for your Feedburner list in other ways, including emailing them about promotions, new product announcements and events.  And when you’re ready to move to a more robust email marketing tool (my favorite is Aweber), you can easily import your Feedburner subscribers into that tool, too.

3.  Feedburner helps you track your readership. Use your Feedburner statistics in conjunction with another traffic tracker (Google Analytics is a great one) to find out how many people read your blog. Set goals for yourself – how about 1000 subscribers by the end of this year?? You can do it!

4.  It’s an automatic way for you to advertise every time you’ve put up a new post. I’m a fan of linking your blog to other email and social media tools, using these feed-based services. That way you don’t have to run all over the Internet yelling “New post! New post!” each time your publish something new. Feedburner sends out new posts automatically to all your email subscribers, so all you have to do is write and publish. Cool!

Ready to get started? Go to Feedburner, set up a username and password (or use a Google login if you already have one – Feedburner is now owned by the all-powerful world of Google). Then “burn” your new feed by entering the URL or the feed of your blog. You’ll want to visit the “Publicize” tab in FB after your intial burn…..that way you can turn on email subscription capability and grab the code for your new opt-in for so you can add it to your blog.

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How Closing My Laptop Made Me A Better (and More Popular) Blogger

Practically everything I know about participating in communities online – everything that I do myself and that I teach to clients – was something I actually discovered as a member of a 400-person local community that is based in my current city of Boulder, Colorado.  It pays to invest in other kinds of communities – not just blogs – if you want to build your fan club.

Want to know what I learned that is relevant in the blogging world?  Here are a few highlights:

  1. Don’t talk ONLY about yourself, your products or services, or your accomplishments. Answer questions; provide praise, host get-togethers without ulterior motives. Just be around. Meet people and participate in communities (whether online or offline) because you genuinely like people, not because you want to talk about yourself and promote your own stuff.
  2. Give stuff away for free. I still give advice away for free on a regular basis when people have questions I can answer over email. When you practice this give-away stuff on a regular basis, it establishes you not only as an expert, but as generous person.  That’s ALWAYS a good thing.
  3. Show up on a regular basis. Don’t show your face once a year and expect everyone to remember you. Participate, meet lots of people, make REGULAR contact with the people that you’ve met, and what do you know? All of the sudden, when you walk into a party, everyone’s cheering for you like Norm in that old sitcom Cheers bar. And you WANT fans like that.
  4. Treat the members of your community like real people – because they ARE real people. Don’t over-promote yourself, act like a used car salesman, or use people. Follow the Golden Rule as much as possible.

The community I’m part of (that has taught me all these amazing lessons) is a Boulder-based women’s group called Boulder Media Women. The group, which members like to call BMW, is a networking group for professional women who work with words and images. BMW members include writers, editors, photographers, journalists, filmmakers, graphic artists, web designers, TV producers, screenwriters, publishers, agents, PR specialists, and others who work in the media business.

Right now, the Boulder Media Women group has more than 400 members, many of whom actively participate in a very lively Yahoo! email group as well as weekly happy hour gatherings and monthly potluck dinners.

I started my blogging business three years ago by taking the knowledge I had gathered about blogs, community and writing – and declared myself an expert. I did this because I ran my own (personal) blog at the time, and many of my friends and colleagues had started asking questions about blogging and Internet marketing.  They wanted to know if I would teach a class, so I summoned up ALL of my courage (every last ounce) and taught a very small (3-person) class to a couple of friends.

After that first class, I starting holding regular classes on blogging, social media, building traffic on websites, and Internet book promotion techniques. I advertised my classes on a regular basis to the Boulder Media Women email list, and the members – much to my continual surprise – showed up for the classes. I got to meet more and more women face to face. I found out what their needs were and expanded my teaching skills accordingly.   Many of the members wrote glowing testimonials about me and my classes to the BMW list.

But at the same time, I made sure to chime in (regularly and LOUDLY) whenever someone had a question about blogging, Facebook, Linkedin, or Internet marketing.  I gave advice, answered questions, provided resources, and generally tried to become a real resource to people in my area of expertise.  The Boulder Media Women Community rewarded me handsomely for this, and I am forever in their debt.

After three years of being an entrepreneur, I now have a very successful business, a whole file full of testimonials (many from my first clients, who are BMW members). And I still go to potlucks and happy hours, answer questions when I can, listen to people’s needs, and generally get to know these amazing women. I have a reputation for being “The Blogging Guru” in the group, and I thank my lucky stars every night for the continued support and well-wishes and praise that I receive on this local Yahoo! List.  I genuinely like these women, and I will forever be grateful to them for teaching me some incredibly valuable lessons.

I thank Boulder Media Women on a regular basis for continually teaching, encouraging, and supporting me in my journey as an entrepreneur – and I’m particularly grateful for them teaching me everything I know about how to be a productive and community-minded member of the blogging community!

Lesson to be learned here? You don’t need to spend all of your time on the computer in order to develop a fabulous community, both online and offline.  Get out of the house and join a networking group in your area of interest!  Boulder Media Women was a good fit for me, and it has taught me SO much, and you can find a group that will suit your interests by asking your friends and contacts for suggestions AND utilizing resources like Meetup.com.   Shut off that laptop and get out into the real world – you’ll be astounded at what you learn and the people you meet!  And then of course, blog about it. :)

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Free “Blogging for Your Business” Class in Colorado

If you’re in Colorado and you’d like a really good overview of blogging, you may want to check out the FREE class I’m giving this week! The class is called “Blogging for your Business”, and it’s on Wednesday, April 14th at 6:00 PM at the Westminster College Hill Library.

We’re going to cover:

  • The reasons why blogging is a great marketing technique for your business
  • Some quick blogging terminology (and why it’s important to know what a permalink is and what RSS stands for)
  • Best practices and recommendations for getting started
  • Beginning tips on how to build traffic for your blog

…and anything else I can fit into a hour and a half class! We’ll try to wrap up around 7:30 PM.  To register (I recommend you register in advance so I have enough handouts) – call the Library registration line at 303-658-2603. The College Hill Library is at 3705 West 112th Avenue, Westminster,  80031 (right next to the Front Range Community College Campus).

The library has free wifi access, so you can follow along with my examples as I’m teaching.  But you don’t HAVE to bring a laptop – you can just sit back, enjoy the presentation, and bring home all the handouts!

And the class is FREE! :)

Email me if you have questions!

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I Need Help Choosing a New Tagline for My Site (and My Business)

Hello, dear readers! I’m going through the process of doing a redesign of my site, including comissioning someone to create a logo for me. I think I’m very close to selecting a winner in my logo contest (I’m trying out 99Designs for my logo creation – I’ll talk more about that after the redesign is completed).

Here’s my question – since the beginning of my business, I’ve used the tagline “Blogging and Social Consulting” under the big “Blogging with Beth” lettering in my logo. I’d like to start using something with a little more pep.  Something that fits my Unique Selling Proposition (USP) a little better.

Most of my work is in the realm of blogging. I do a little social media consulting, but it’s mostly blogging and Wordpress work. I build blogs for my clients, then train them on Wordpress so that they feel comfortable blogging and getting their message out on their website. I also do one-on-one consulting on blogging and social media. What separates me from other consultants and technology experts is that I am easy-to-understand, patients, able to work with people are scared of technology, and I’m a great teacher.

Here’s another thing to consider – The way it’s been working out for the last few years, the vast majority of my clients are women. That’s who I seem to attract, and I enjoy working with women. I certainly won’t turn men away if they need help, though.

So I’d love to hear ideas from you about what my tagline should be. Here are some possibilities I’m kicking around:

  • Blogging with Beth – Giving People a Voice through Blogging
  • – Fun, easy-to-understand blogging and consulting advice
  • – I Love the Internet, and I Can Help You Love it, Too!

Okay, that last one is a bit of a stretch, but you get the idea. I’d love to hear from you! What do you think the tagline for my blog (and my business) should be? If you come up with the idea I use, I’ll send you a $10 Starbucks gift certificate!

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SEEKING – One Blogging Buddy for Long Term Relationship

Lizard Buddies

Earlier this week, I wrote a post about why you should get a blogging buddy. Today I’ll talk about the qualities that I think a buddy should have… this is by no means a complete list, but it’s a good start.

1. Your potential buddy needs to have her own blog.  This may seem really obvious, but you need to resist the urge to buddy up with another writer friend who doesn’t blog in the hopes that it will work because she understands the writing part. It won’t work. Pick someone who’s got their own blog already – even if it’s someone just starting out, and they just launched their blog last week. If you pair up with another blogger, you know for certain that she’ll understand your language, your challenges, your triumphs and failures. You can work together for mutual blogging successes. It will be all symbiotic and stuff.

2.  Your buddy needs to be willing to communicate with you. If you pick someone who can’t or won’t discuss things with you, the relationship won’t work.

3.  You need a true buddy who will be honest with you. If you haven’t posted in three weeks, she’s the one who’s going to nudge you and say, “Look, blogging buddy, you’ll going to lose all your awesome traffic if you don’t give your readers something new soon” or “That blog post idea may be a little too much for your readers all in one shot – maybe you can break it up into a series?”

4.  You potential buddy should be available. Don’t pick the person who works three jobs and doesn’t sleep more than 3 hours a night. Pick a person who’s willing to get together every now and then over coffee to talk about challenges and brainstorm ideas. Choose someone who will answer your email. Don’t pick the one who says, “I’d love to be your buddy – I can fit you into my calendar seven weeks from this Tuesday – does that work for you?”

5. Pick a person who’s fun.  Whether your buddy is a man or a woman doesn’t really matter, but pick someone you really like and enjoy spending time with. A great sense of humor and the ability to laugh is a BIG plus.

Any other good qualities in a buddy that you think should be on this list?

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Top Four Reasons to Get a Blogging Buddy

Blogging Buddies on a Coffee BreakI’m an extrovert, so I think everything is more fun with other people.  But just in case you’re not, and you need to be convinced that getting a blogging buddy is a good idea, here are the best reasons why you should:

1. A blogging buddy will give you someone you can brainstorm with, and someone who can help you sort your through your ideas. I call my blogging buddies when I’m in or rut or I’ve completely lost my blogging direction. I also email them when I have a far-out idea for a post and I’m not sure how it would go over with my audience.

2. Your buddy can link to your best posts (and vice versa) and you’ll both benefit. It’s true – we link to people we like, whether it’s an “A-List” blogger or our best blogging friend who we go to coffee with every Friday morning. Links to your blog mean traffic and more rewards from Google.

3. Blogging with a buddy is FUN. I schedule regular content writing sessions with my blogging buddy. We sit in a coffee shop, write for a few hours, then go grab dinner. It’s a lot more fun than sitting at home staring at a blank page.

4. Your buddy can keep you from feeling overwhelmed. You’re gonna have tough days as a blogger – days when you feel like you want to quit.  Maybe you’re not getting enough traffic, or not enough comments, or not enough….satisfaction. if you’ve got someone on your side who knows why you’re blogging and what your goals are, it will make you feel better. I just read in Oprah Magazine about a really cool study published recently in the Journal of Experimental Social Psychology. The study asked participants to stand at the base of a really steep hill and rate how hard they thought the hill would be to climb. People standing at the bottom with a friend consistently rated the ascent to be less steep compared to those standing solo. (Side note – this study can teach us huge lessons not only in blogging, but IN LIFE, my dear readers!!). Interestingly, the longer the friends had known each other, the less steep they rated the hill. So find those blogging buddies and HOLD ON TO THEM.

Convinced? Great. Look for my post later this week on the qualities you should look for in a good blogging buddy.  In the meantime, start looking around for possible friends to add to your blogging support network.

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About Beth

Beth Hayden is a social media specialist and technology trainer. She has provided training, consulting, blog coaching and development services for New York Times bestselling authors, political commentators, personal development coaches and university professors; she is also the creator of the popular “Basics of Blogging” workshops.

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