The Myth of the Generational Divide: Just Another Brick in the Wall

ABC generations

“Hey teachers, leave us kids alone.” It was the rallying cry for a generation of teenagers – dubbed Generation X – predicted to be nomads, slackers and underachievers. It was 1979. I was ten years old…and it was my favorite song.

At this point, I expect mixed reactions to the lead into my latest article:

  • Applause from Baby Boomers, Gen-Xers and perhaps a few Traditionalists who immediately recognize (and will probably sing) the lyrics from Pink Floyd’s iconic rock anthem “Another Brick in the Wall.”
  • Confusion from Gen Y and Z who will promptly Google the song, bring up a Spotify playlist or just move on to another article.
  • Curiosity from music lovers – young, old and everywhere in between – about the song, the band and exactly why I’ve used this pop culture reference to make a point.

Okay, I made a few assumptions that led to a few generalizations about people and music. To some degree they are, in fact, rooted in truth. But before I create any “Bad Blood” between different generations, let me explain.

The term ‘generation gap’ was, in the past, used mostly to describe conflicts between parents and children, but over time it’s taken on an entirely different meaning. Today, it’s been replaced by the phrase ‘generational divide,’ where employees from different generations are finding it difficult to work side by side because their experiences, goals and expectations are different. What was once considered a set of minor differences has, allegedly, become a great and challenging divide.

As I prepared for a recent team building workshop, including a conversation about the so called ‘generational divide,’ I searched for a creative way to debunk the pervasive notion that time, age and experience conspire to create a deep and divisive barrier to effective communication and collaboration. And then Pink Floyd showed me the writing on the wall.

I walked into Starbuck’s wearing a Pink Floyd t-shirt. The twenty something barista smiled and said, “Welcome to Starbuck’s. What can I get started for you?” I gave him my order, scanned my Apple Pay and fell back into a comfy chair dreaming of pumpkin spice latte and crisp autumn mornings. When my warm delight was ready, he called my name and yelled, “Awesome shirt dude. PF rocks.” As I sipped my little piece of heaven I whispered, “Yes, my millennial friend, they do.”

That was my ‘a-ha’ moment:  confirmation that the connections between generations are much stronger than the disconnects. And it’s not just music.

Yes, there are many differences driven by age and experience, but those differences only create a ‘divide’ when we see them as challenges rather than opportunities. The incessant, and frankly annoying, focus on the ‘generational divide’ is a recurring myth that arrives on cue every 15-20 years. And it predictably creates barriers – those metaphorical bricks in the wall – that distract us from what actually connects us.

We’ve spent so much talking about the idea of an entire group of people, that we’ve lost sight of people themselves:  real, individual, unique people and the relationships that allow us to connect, collaborate and create value for ourselves, our teams and our organizations. There’s one simple truth that we’ve all overlooked:

The workplace isn’t changing simply because one generation has come of age while another has grown old. It’s because we collectively – regardless of age and experience – have evolved.

We need to re-focus on connecting with people, not adapting to an entire generation. Here are a few ideas to get you started:

The music of Pink Floyd and other classic rock bands is uniquely celebrated by older generations, but the love of music – in all its forms – is not a generational ‘thing.’ Music is core to the human condition. It provides the soundtrack to our lives and connects us across time and space. I should know, I’m listening to Taylor Swift right now…and so are millions of Gen Zs.

So, listen to the music, but please, don’t put another brick in the wall.

Until next time,

Connect, Collaborate and Create!™


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Creating The Social Customer Experience: Lessons From Beatrice


Beatrice and her friends don’t agree on much – at least when it comes to sharing and social skills. In fact, her more socially engaged friends have a very clear (video) message:  “That’s not how it works. That’s not how ANY of this works.”

Beatrice isn’t alone. Like Beatrice, many companies don’t know how to socially engage their customers in ways that actually matter. Creating meaningful, memorable, measurable and, ultimately, profitable social experiences for customers isn’t (and shouldn’t be) as easy as sharing a recent company event picture on Instagram or posting status updates about your latest promotion on Facebook. There’s a lot more to it, but becoming more socially engaged with your customers doesn’t have to be difficult.

Here are four strategies for success:

1. Identify the relationships that matter – all of them. Many organizations don’t see their customers clearly. Often it’s an issue of balance. It can be too much focus on obtaining new customers at the expense of existing customers. Or it’s the inability to translate the excellent customer experiences created for existing customers into similar experiences for potential customers. Companies also forget about their extended network of customers:  licensed franchisees, dealers, distributors, etc. How you engage them is just as important (sometimes more important) as how you engage your target customers. They aren’t only your customers, they are also the promoters – and protectors – of your brand. Many companies forget to include these business partners in the creation, facilitation, measurement and improvement of the overall customer experience.

2. Build your customer experience(s) from the inside out. Earlier, I deliberately left out one critical group of people and relationships. That’s because they truly are your most important customers. Creating a consistently positive customer experience begins with your most valuable relationships: the ones you create with your employees.

Our lives are touched and shaped by customer experiences every day. Our interactions on-line, in-person, on the phone or through mobile applications involve “moments of truths” that ultimately determine the quality of those experiences as well as the outcomes. We’ve all found ourselves immersed somewhere in the customer experience continuum:  exceptional, good (but not great), boringly mundane, surprisingly bad and horribly ugly. Why not start there? Engage your employees in candid discussions about their experiences before you ask them to “walk in the shoes” of the customers they serve.

There’s a lot of talk about employee engagement, but it tends to be overlooked as a critical element in creating a consistently positive customer experience. Deloitte Global Human Capital Trends 2014 research shows that 78% of business leaders rate retention and engagement urgent or important. When I talk with business leaders they consistently identify talent acquisition, development and retention as core business issues, not simply from an HR perspective, but from a customer perspective. They understand that creating consistently positive and profitable external customer experiences begins with creating the right kinds of employee experiences over and over again.

Learn more about building your customer experiences from the inside out in my recent presentation:  Creating a Positive Customer Experience: An Introduction to Moments That Matter.

3. Create customer experiences that are perfectly “blended” for them. Ask, listen and learn from your customers. Determine what “blend” of high-touch, on-line and on-demand experiences your customers want, need and prefer. The Ritz Carlton and State Farm are two best practice examples. They emphasize the personal touch while also offering multiple and alternative experiences through their websites, social media platforms and phone applications. Discover’s “It” card highlights a similar concept:  the customer experience is tailored to what you need, when you need it and how you get it because Discover “really” knows you.

4. Strategically manage, monitor and measure social engagement. Social media has become one of the primary ways in which companies try to connect with customers and employees. Unfortunately, many have jumped on the social media ‘bandwagon’ only to fall off. Why? Because the lure of social media i, literally, “social.” Like a good mixer or party, social media is enjoyable and fun, but rarely planned with a specific objective or outcome in mind. Many companies have a “Field of Dreams” approach to creating engagement through social media: build it and they will come. Bad news: they won’t come unless they have a reason to and they certainly won’t come back if they’re not engaged.

Social engagement requires a clear strategy, measurement and constant attention. Dr. Frank Cespedes, in his recent article Avoid These 4 Common Social Media Measurement Traps, points out that companies often leave the ROI behind:  “It’s now common to say that social media is really about awareness, not sales or calculating the returns of customer response. But, it’s wrong, a circular argument, and smart companies should not follow this flawed business logic.”

Starbucks, Coca-Cola, and Target are among the most successful in the social media space because their presence on Facebook, Twitter and other social media platforms are an extension of their brand and, more importantly, a continuation of the customer experience, whether it’s enjoying a new latte, introducing new product swag or claiming an in-store or on-line reward. The bottom line? Social media is an investment in time, research, strategy and yes, money. Ask yourself:  should we be doing this? The answer, surprisingly, may be no – at least not yet.

Beatrice and her friends brilliantly remind us that we are – at our core – social creatures and our purchasing decisions and buying behavior have become an integral part of our social DNA.

Next time you run into a “Beatrice,” a “Brad” or someone like them, resist the urge to say “That’s not how any of this works.” Instead, show them this article and maybe they’ll understand a little more about how this works…at least some of it.

*Video courtesy of Esurance.

Until next time,

Connect, Collaborate and Create!™


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I’m Leaning In Because I’m Listening

I am Leaning In Because

“Go ahead caller…I’m listening.” It was the famous tagline fictional radio host Frasier Crane used to jump-start a conversation with his audience. In her book Lean In: Women, Work, and the Will to Lead, Facebook COO Sheryl Sandberg does something very similar by asking readers to “Lean In.”

As I read Sandberg’s book, something simple occurred to me: good listeners always lean in before they weigh in.

I also couldn’t help but wonder how Frasier would have reacted to Sandberg’s book. I think that Frasier, after a little intellectual sparring with his brother Niles, would have uncovered something unusual: the absence of men. Not from the book itself, but from the conversation surrounding it.

Sandberg’s book is, of course, written from the unique perspective of a woman: the challenges, the obstacles and the opportunities to succeed professionally and personally. That, however, doesn’t give men a free pass.

The book is really a call to action, for both women and men. John Chambers, Cisco CEO, did just that when he sent an email encouraging all Cisco employees to Lean In. Chambers hoped that reading the book would “open their eyes to bias and discrimination in the workplace in the same way it did for him.”

Why am I Leaning In? It’s simple. Many of the most important people in our lives are women: mothers, managers, co-workers, friends, partners, daughters (the list goes on…). It makes sense, then, that we should look inward to better understand how we perceive and interact with the women in our lives.

So, I’m asking men to Lean In and do three things:

  • Watch, Listen and Learn: Gender bias and sexism – in all its forms – still exist everywhere we turn: the corporate office, politics, Hollywood, the manufacturing floor and yes, even at home. Sandberg, along with Adam Grant (author of Give and Take) illustrate just one aspect of gender bias in the workplace in their recent article Speaking While Female. “We see it happen again and again. When a woman speaks in a professional setting, she walks a tightrope. Either she’s barely heard or she’s judged as too aggressive. When a man says virtually the same thing, heads nod in appreciation for his fine idea. As a result, women often decide that saying less is more.” Becoming more attuned to how we interact with the women in our lives can help improve our relationships exponentially.
  • Stand Up and Speak Out: Men not only have a responsibility to watch, listen and learn, but must also add their voice to conversations related to diversity in the workplace. Beyond gender, men need to take a more active role in discussing and promoting inclusion in all its forms including ethnicity, health and wellness, sexual orientation and age (among others).
  • Continue the Conversation: Proactively Leaning In requires that we take accountability for how we think and act. It’s not a one-off event. It’s not just about reading the book. It’s about participating in and continuing the conversation. Not only in the workplace, but also at home and through social media communities like Lean In – Facebook and LeanIn.Org.

I’d like to think that Frasier Crane, after reading Sandberg’s book, would invite both men and women to join in the conversation by saying “Go ahead readers…I’m Leaning In and listening.” I know I am.

Until next time,

Connect, Collaborate and Create! ®


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The Gift of Time: Spend Less Of It On Social Media “Noise”

A colleague recently asked me what I’d like for Christmas.  My response?  Give me a minute…

Time, in fact, is the perfect gift:  less of it.  No, I don’t want to turn back time or even have too much time on my hands.  I’d simply like to spend my time a little more efficiently and, honestly, the path to finding more valuable “me time” usually starts with finding ways to spend less time doing other things.

Recently, I wrote two articles about finding time to be inspired, energized and armed with the resources you need to succeed:

My weekly rituals usually start on Sunday afternoon with dedicated time for reading:  catching up on industry and professional news.

Social media (Twitter, LinkedIn, Facebook, and multiple other on-line sources and applications) has made it easy to filter what I read, when I read it and ultimately, what I do with that information.

The downside?  Most of us have likely found ourselves spending more and more time combing through the notifications, updates, and push information that we receive via multiple Social Media sources.  It has, in fact, started to chip away at my “me time.”

This week, I started my search for a way to re-claim some of that time from social media “noise.”  One of the best social media time management resources I came across:

Another, more technical and tactical, resource I discovered was:

Time is precious – make the most of it!

Until next time:  connect, collaborate and create!


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Creating a New Customer Experience: The Learning and Social Media Cafe ‘Renovation’ Is Complete!

The Learning and Social Media Cafe has a new look and feel.

Join me and other guest writers as we connect, collaborate and create together.  Be a part of the experience!

Looking forward to seeing you in the Cafe!

The Connector – Ryan

Creating a Positive Customer Experience: Blend High Touch Experiences With Technology (Part 4 In a Series)

In earlier installments of this series, I highlighted two core drivers of successful customer initiatives.

The first driver of success starts with your employees: create a culture that engages them, treats them as internal customers and leverages their experiences as consumers. After all, we all are consumers and experience the good, bad and ugly customer experiences every day.

The second driver of success is all about your end customers: their expectations, their priorities, and their “moments of truth.” When you truly understand why customers chose you, why they come back (or don’t), and why they stay (or run to your competitor), you are on your way to creating the consistent positive interactions that bring your customers back – again and again.

The final installment in this series focuses on the third core ingredient in successful customer initiatives: how you blend high touch experiences with on-demand, just-in-time experiences via technology.

Organizations have jumped on the “social media” bandwagon and, frankly, many have fallen off. Utilizing technology whether it’s your company website, social media such as Facebook, Twitter or YouTube require a strategy, an implementation plan, maintenance continuous improvement, and a structured method of tracking and evaluating success.

Two ideas to consider:

1. Go back to what you learned about your customers! Determine what “blend” of high-touch experiences and on-line and on-demand experiences your customers want, need and prefer. This is your baseline for your strategy for completing the best experiences for your customers.

Think about companies like The Ritz Carlton and State Farm. They emphasize the personal touch, while also offering alternatives through 24 hour on-line access to reservations, agents, etc. Now, think about a company like E-surance, where the customer experience is reflected in their slogan “people when you want them…technology when you don’t.” Or how about Discover’s new ‘It’ card? Discover emphasizes the same concept: you can go on-line or you can talk to a ‘live’ agent 24/7 – it’s your choice, your preference…but we’ll be there. These companies understand their customers’ needs, priorities and preferences….and deliver consistent positive customer experiences.

2. Define a detailed social media strategy that goes beyond your website and customer support. How do you or how should you be using social media? It starts by asking yourself who your audience is. Many companies make the fatal mistake of believing that creating a Facebook page is similar to the great film “Field of Dreams”: build it and they will come. Bad news: they won’t come unless they have a reason to.

Who is your audience for communication through social media: current customers; potential customers; current employees; potential employees? If your Facebook strategy is not defined and mostly consists of pictures of your annual bowling event or holiday party it is very likely customer traffic will be low if existent at all.

The bottom line: social media is an investment in time, research, strategy, and yes money. Start at the beginning and ask yourself a simple question: Why are we doing this? The answer may be surprising: no…at least not yet.

Until next time: connect, collaborate and create!

The Connector – Ryan