I recently had the opportunity to travel to Shanghai, Beijing, Wuhan, Hong Kong, and Macau as a part of my International Business Entrepreneurship Experience at Washburn University. Besides having one of the most amazing times of my life, the most valuable part of this trip was getting first-hand experience on what it means to be a business professional in a rapidly growing global economy.

Prior to departure, there were a few things I knew for certain:

• I would be traveling for 34 straight hours before I arrived in Shanghai.
• Once I arrived I would be (at a minimum) 7,046.4 miles away from the comforts of my apartment.

There were also a few things I didn’t know (yes, shocking … I know):

• I was clueless about what type of meats I was going to eat.
• I had no idea how much my perspective on my life, my education, and my career was going to transform.

We were a group of six outgoing, adventurous college students with two main objectives:

1. Partner with Chinese students attending Wuhan University of Science and Technology to analyze a Chinese company and provide value-adding recommendations to their current business operations.
2. Do as much cool stuff as possible. To us that meant see as many sights as possible (The Great Wall of China, Tiananmen Square, etc.), eat lots of mysterious food from street vendors, and drink as much milk-tea as humanly possible.

I’m pleased to say we fulfilled both of our objectives. But that got me thinking – what does it mean to be a business professional in a global economy? Businesses are constantly looking for ways to expand into global markets. So as business professionals today, we must start to evaluate what international business means to our companies and our livelihood.

Now that I’ve recovered from my jet lag, I have created a list of things to remember when conducting business globally.

1. Understand That Communication Skills Are Essential:

Language barriers and differences in non-verbal communication pose a significant challenge when working with teams. Do a better job of actively listening and make sure your message is clear and concise. Listen to what people are trying to tell you, not just what they say.

2. Be Mindful of Cultural Differences:

These differences affect everything you do, especially managing human resources. Remember there is cross-cultural variation in what people value the most and what their sources of motivation include – what works for your home team may not work in this new environment.

3. Fully Immerse Yourself in the Culture:

Everyone is going to go through a bit of culture shock when visiting a different country. The trick is to just dive in and shed the cultural limitations you arrived with. Eat the food, participate in the customs and allow yourself to have a great time. You never know where your next partnership will start, and in our business, partnerships are the key to success.

So I’m curious … have you ever been abroad? Share your experiences with us and what helpful hints you have for global travelers.

Bita Givechi is one of jhP’s newest partners and contributes to our team as an Account Coordinator. Bita recently graduated with honors and earned her bachelor’s degree in business administration from Washburn University. She has a passion for combining creativity and marketing strategy to deliver powerful results for our clients and is always looking for ways to learn more about … well, anything really!

Recently, I read an article about how United Airlines kicked a passenger off of a plane merely because he took a picture of a TV monitor on the seatback in front of him. Then, just this morning, I saw an article about how two United Airlines crew members helped get a distraught passenger to his connecting flight so he could see his dying mother one last time.  These two instances – in stark contrast – made me think about how good customer service can go a long way … and poor service can cause your reputation to take a nosedive.

Picture This

For travel blogger Matthew Klint, documenting his travels is not only his passion, but also his livelihood. After boarding a flight in Newark headed for Istanbul, Klint decided to take a picture of the TV monitor directly in front of him to post on his blog. Little did he know that he was violating United Airlines policy by snapping the picture. Despite his insistence that he didn’t know about the policy, and his immediate agreement to put his phone away, Klint was still forced to leave the plane.

Flying Above and Beyond

In contrast, Kerry Drake was on a flight from San Francisco bound for Lubbock, Texas, via a connection in Houston. His trip was a difficult one before it even started since he was on his way to say goodbye to his dying mother. Because his departing flight left late, Drake feared he was in danger of missing his connecting flight. Visibly upset, he was consoled by United attendants, who unbeknownst to him, started working behind the scenes to arrange for his flight in Houston to wait, allowing him to arrive on time and have one last visit with his mother.

The Power of Customer Service

Customer service comes in all forms – including truly listening to the customer to understanding when rules and policies need to be examined more closely or perhaps on a case-by-case basis. In Klint’s case, he explained he was a travel blogger and, while he had taken a picture, he didn’t violate other passengers’ privacy, but the United Airlines crew had seemingly no time to hear his plausible excuses. For Kerry, his voice was heard loud and clear. While he didn’t ask for special treatment, he received an immeasurable gift.

Even though Klint was later contacted by United and offered some sort of compensation, he’s not exactly a town crier for the company. The same is not true for Drake, whose flight crew went above and beyond the call of duty and earned his endless gratitude.

A clear takeaway? Being conscientious, empathetic and knowing when to reconsider rules – as well as training and empowering employees to consistently strive to offer nothing but the best experience – can create a lifetime of customer loyalty that can’t be achieved through any advertising or marketing efforts.

Ingredients:
4 handfuls of killer photography
3 bags of keen concepts
12 cups awesome design
8 bunches of branding expertise
5 pounds of clever execution
A pinch of high-end promotional pieces
25+ heads of brainstorming wizardry

Secret ingredient: Topped off with nutritious client partnerships

Mix well. Serve hot on a cool February evening at the 2013 ADDY Awards Gala. Makes 21 awards for jhP – including a “Best of Show,” “Judges’ Citation” and six Gold ADDYs – plus many satisfied partners.

jhP sends out a big thank you to:
• our sensational client partners who challenge us to be creative and effective,
• and to AAF-Topeka members for all of their hard work in creating a special awards night.

jhP’s 2013 ADDY Awards

Best of Show:
“Kansas Tourism Website”
Digital Advertising Services

Judges’ Citation:
“Holton Jazz on the Square Poster”
Advertising for the Arts and Sciences, Poster

Security Benefit: 
“Security Benefit Officer’s Motivational Gift” – Gold ADDY
Direct Marketing, 3D/Mixed

“Security Benefit Meeting Football” – Gold ADDY
Direct Marketing, Other Merchandise

“Security Benefit TVA Campaign” – Silver ADDY
Sales Promotion Campaign

“Security Benefit National Sales Meeting” – Gold ADDY
Integrated Campaigns-B-to-B, Regional/National

“SB University” – Silver ADDY
Integrated Campaigns-B-to-B, Regional/National

Washburn University:
“Washburn Bookstore Logo” – Silver ADDY
Elements of Advertising Logo

“Washburn Law School Case Statement” – Silver ADDY
Advertising for the Arts and Sciences, Brochure/Sales Kit

“Washburn University Homecoming Logo” – Gold ADDY
Elements of Advertising Logo

“Washburn Annual Report” – Silver ADDY
Collateral Material Four Color

Kansas Tourism:
“Kansas Tourism Website” – Gold ADDY
Digital Advertising Services

 “Kansas Tourism Animated Ad Series” – Silver ADDY
Digital Advertising Campaign

“Kansas Tourism Photography Campaign” – Silver ADDY
Elements of Advertising Photography Campaign

Stormont-Vail:
“Stormont-Vail Healthy Times Campaign” – Silver ADDY
Sales Promotion Campaign

“Stormont-Vail Healthy Times – Silver ADDY
Sales Promotion Printed Newsletter

“Stormont-Vail Holiday Card” – Silver ADDY
Collateral Material Card

Blue Cross and Blue Shield of Kansas:
“BCBSKS 2012 Arts Ad” – Silver ADDY
Consumer or Trade Publication Four Color

Holton Main Street:
“Holton Jazz on the Square Poster” – Gold ADDY
Advertising for the Arts and Sciences, Poster

jones huyett Partners:
“jhP Birthday Card Series” – Silver ADDY
Advertising Industry Self-Promotion Single Medium Campaign

“jhP Holiday Card” – Silver ADDY
Advertising Industry Self-Promotion Cards, Invitation or Announcements

About the ADDYs

Every year, AAF-Topeka hosts the ADDY Awards competition where national judges evaluate regional advertising efforts. This year, AAF-Topeka presented 62 awards, including 16 gold medals, at the Feb. 9 event. To learn more about the national ADDY competition, visit: American Advertising Federation

Dear Instagram –

I wanted to write and thank you for your service. I also wanted to let you know that within the coming week or two I will be downloading my photos and deleting my account – unless you rethink the changes you’ve outlined in your Terms of Service that will take effect January 16.

I realize you’re offering me a free service and I should be grateful. And I am (or was). I’ve really grown to love Instagram. I enjoy experimenting with your filters and trying fun effects on my photos. I also appreciate the ease of being able to take an image, manipulate it and then with one click send it to all of my other social networks (Facebook, Twitter and Tumblr). Additionally I enjoy being able to quickly scan through all of my friends’ photos and interact with them without having to deal with the additional posts that have junked up my Facebook Newsfeed.

The thing is though, I’m not so in love with your service that I’m willing to give you rights to sell the images I take without my permission. No, I’m not a professional photographer. In fact, most of my photos probably make real photographers cringe. I don’t shoot the images for the love of the composition or the artistic nature, but because I love the personal subject matter in my photos. Look through my Instagram profile, and you’ll see that most of my pics include my family, my son and my life in general. My photo subjects are precious to me and are not for sale.

Instagram – I really hope you will reconsider the changes you’ve proposed for your Terms of Service. Otherwise I’ll find another way to share my photos, even if it means paying a small subscription for the service.

Regards,
Alissa Menke

In our last post, we explored the value of cozying up with your critics. While it seems most of us agree this is a good idea, follow these ground rules to ensure success.

 The ground rules?

1) Understand from where your critics come. Learn their backgrounds and how that might alter their viewpoint. Then, determine if these viewpoints are relevant in the scope of your goals. For example, if one of your employees is a critic, was he or she around when the company took a similar approach in the past and failed? Did the employee serve as a valuable witness to a plan that could have been handled differently?

If a valued and typically happy customer is voicing criticism, sit up and listen. Don’t know who your true customer is or how to collect their feedback? Remedy that TODAY. Line up focus groups. Conduct social media research. Supplement this by finding a way to get into your customers’ minds and talking to them, a lot. (But that’s a topic for another blog, another day. In the meantime, Joseph Michelli, author of The New Gold Standard, The Zappos Experience, and The Starbucks Experience, writes some fabulous stuff on customer shadowing.)

Of course, some people are happiest simply serving as the characteristic Grinch but don’t truly want to be taken seriously for their grumblings. Their bark is far worse than their bite, and everyone recognizes this. Ask yourself: Are they rational? Is their criticism constructive? If not …

2) Know when to ignore them. What is the potential impact if you can’t respond positively to the grumblings of your critics or implement their ideas? Are they part of the majority or minority? And if the minority, how large or small is that group? Again, consider the source and give the appropriate amount of weight to their feedback.

Entrepreneurs and innovators take note: You’re in a group that especially might be the wiser to ignore your critics and customers at times. Here’s a good read from American business magnate Mark Cuban on: Why You Should Never Listen to Your Customers.

3) Now for the rule that makes the most cents: Don’t underestimate the return on investment for listening to all sides. Customer- and employee-centric companies know the real value to their bottom line in engaging and satisfying their audiences. This means listening closely and encouraging constructive dialogue every day. Their customers and employees become empowered advocates, which has a direct and positive financial impact.

When leading a team of employees, you can’t always please everybody, and your overall strategy should not suffer in an attempt to do so. When considering your beloved customers, you are wise to partner with them, letting them lead the way, being open to their criticism as well as their accolades. Internally or externally, a stronger partnership with colleagues and clients creates real results for all.

In the end, remember the reason you love your critics. They can make your strategy stronger, helping identify ways of reaching likeminded employees or customers and improving your business. If you follow these ground rules, your critics can help you keep things real and moving forward – but not push you two steps back.

Robin Jacobson Lampe assists in handling content, messaging and strategy for jhP. In her previous life, she spent 15 years leading corporate, investor and executive communications for a company with nearly 3,000 employees and a million customers nationwide. She had an open-door communications policy and enjoyed plenty of critics who became supporters, helping to build a stronger company.