As is my usual habit, I was listening to NPR on the drive home last week when Fresh Air came on with this story title: Digital Overload: Your Brain On Gadgets. Let me just say I was riveted because I have been feeling a lot like Tootles for the last year or so — fully engaged and living life but somehow suspecting that I am missing something important most of the time. With the continuously rising tide of digital habits in my life — from texting to Facebook — I have had this slightly oppressive sense that I can’t escape and just go off the grid. With so many limits removed on our communication options, there are times that I feel like my brain is literally about to explode with data inputs, questions and to do lists. And now, I know that strange sense is actually more than a feeling… Science is now proving that the constant use of digital devices as companions 24 hours a day is literally changing our behaviors… our thinking … and even the way our brains work. Scary. Contrary to popular belief, we are actually losing our multi-tasking skills instead of improving them. What’s more, our technically-charged habits are causing us to lose our ability to think critically. Our society is in effect becoming numb. We take data and entertainment in, and produce less out. We absorb but don’t engage or change.

The average person today consumes almost three times as much information as what the typical person consumed in 1960, according to the NPR story. (I encourage you to listen to the full interview, it is much better than the written story.) What’s more, scientists now think the frontal lobes of children being raised with today’s technology are being altered and are more prone to addictive behavior, which can lead to poor decision-making.

Like the magic of Neverland fading in my memory, my infatuation with technology has rapidly been replaced with a nagging sense of annoyance… and I have been wondering why. After 30 minutes of listening to this NPR report, I not only feel like my suspicions have been validated, but I have also come to the conclusion that going off the grid is essential for me to stay fresh, creative, patient and productive — in my relationships and my work life. The question is how to do it when everyone else seems blissfully ignorant of all the marbles they’re losing and keep insisting on stealing mine instead?

– Kim Stiver  Twitter: @kimstiver

I figured what’s a better reason to get the iPad then turning 40. Yup, the big 4-0. I deserved something uber cool like the iPad. So I ordered it with a fancy schmancy case and some other accessories. When that package came in the mail, I danced around like a 6 year old on Christmas morning. And there may have been a bit of squealing involved also.

Is it everything I hoped it would be? Most certainly. Although, I’m fairly certain my husband already wants to toss it out the window, hot on the heels of my other time suck – the iPhone. He’s not a huge fan of the advancing technology. Oh well, I’m having a blast exploring all its possibilities… so there!

If you’re on the fence about getting one, I strongly suggest jumping over to the dark side… it’s wicked fun!

~Stacy

Our first project is Haiti, and through the generous donation of Nonesuch River Golf Club, we are hosting a golf tournament with virtually all of the proceeds going to help kids in Haiti. As many of you know, most charitable golf tournaments don’t yield a lot of funds because the organizer usually has to pay some amount of greens fees, cart charges, etc.  With the exception of a few minor expenses, absolutely everything for the tourney has been donated, including all the course fees. From the balls to the luncheon food, Maine businesses have really stepped up.

Most of the world and especially the media, have forgotten Haiti. If you play golf, I encourage you to participate in this tourney on September 13th to help keep the attention level high on the poorest country in the Western Hemisphere. Our goal is to build 10 schools that can also function as community centers, and you can spend a day having fun treating your best clients — or your best friends — to a game of golf and some great Maine eats.

Please consider joining us and local celebrities, including all your favorite radio personalities from WBLM, WJBQ “The Q”, and WHOM. We also have some incredible silent auction items, such as autographed DVDs from Maine’s own comedian Bob Marley and two former U.S. Presidents. We’ll also have box seats to see your favorite sports teams, and even a romantic weekend getaway on Peak’s Island.

Check out the tournament brochure or the website for details. See you on the course!

– Kim Stiver

Chevy Chase taking out his aggression in the first vacation movie.

Sometimes a customer service mistake can be the best thing for a brand. Not that I am advocating in any shape, form or fashion that a company deliberately go out there and fall on its face on purpose.  However, when a mistake occurs, a brand has one of the best opportunities to shine and move the customer’s relationship with the company from a mere transaction to outright brand advocacy.  In fact, this process of transitioning from a transactional, superficial connection to a deeply emotional and highly energized one can literally change overnight depending on how the company handles it.

An incident that happened to me over the weekend makes this point well. My husband and I had booked a tee time at a local Maine resort that normally fills its course with tourists. We had selected the course for two reasons. First it was the nicest 18-hole course in our area and, two, it offered a Maine resident discount. In fact, when my husband had called two days earlier to book our time, the pro shop offered us an even deeper discount if we played after 11 am. Sold!

So we showed up on Saturday and an attendant cheerfully greeted us at our car and took our bags for us. We were early, so we visited the 19th Hole for some coffee and danishes. Again, everyone was very nice. When our time approached, we went to the pro shop and were told by a stressed out employee (the shop was packed with tourists buying all kinds of Maine golf gear) that she had never heard of the “extra special rate” we were quoted. Exasperated, she waited until the manager was available and called him over. I’ll save you the gory details, but let’s just say things went sour fast. And when it was agreed that we should indeed have the extra special rate, they asked us to confirm our residency again (which had already been confirmed by the stressed out worker), which was an issue because I had already wandered outside. So once we had all reassembled yet again, the manager asked for my husband’s card to issue the credit for the difference. Well, it sounds silly, but my husband has this weird little way of presenting his credit card. He does it no matter where we go — a nice restaurant or a retail store — he flips it out of his wallet like he’s dealing cards at a blackjack table.

Let’s just say that Mr. Pro Shop Guy didn’t appreciate his signature move, and said: “well, if you are going to throw your card at me, I will throw it right back at you.”  And then what ensued reminded me  of one of one of those scenes from a Chevy Chase vacation movie … or maybe even a replayed moment in a movie like “The Christmas Story” with a narrator retelling an infamous moment. You know what I am talking about right? And remember, the place was packed with tourists, 70% of whom return every year according to the resort’s literature.

Not good. Bad even. Needless to say we got our greens fees refunded and left. On our way out, the exuberant and adorable golf cart girl tried to chase us down to carry our bags.

A few hours and one voice mail later we had a call back from the resort’s general manager, who was quite concerned and clearly understood the ramifications. He said he would talk to Mr. Pro Shop Guy, get his side, and then call us back on Monday.

This morning, quite early actually, my husband got a very nice call from Mr. Pro Shop Guy who was clearly “humbled” and thoroughly apologized for his attitude, reaction and poor judgment. His  apology was  followed by: “and a round of golf with carts at any tee time of your choice will be waiting for you. Just call when you’re ready.” Of course, I credit the general manager for making it right, not Mr. Pro Shop Guy. But for the resort itself, the brand damage was repaired and a personal relationship was created where none really would have existed before.

So, here I am blogging about it and both of us have told all our neighbors and Facebook friends about the before and the after (combined, there is more than 500 of them). Plus, we plan to ask a couple of people to join us for golf that day, and they will be paying customers.

It was a happy brand ending for me, but I just wonder what the lasting impression will be on all the tourists in the pro shop who will never know how it was resolved.

– Kim Stiver

Enjoy your weekend!

~Stacy

So how do you get people to “like” your Facebook page? Here are 10 tips…

1.  Be Prepared With Quality Wall Posts and Consistent Engagement

2.  Reward Your Loyal Supporters

3.  Leverage Your Existing Social Networks

4.  Integrate Facebook Social Plugins to Your Website

5.  Remind Your Fans to Like and Share

6.  Utilize Forum Signatures and Membership Sites

7.  Take the Initiative: Request Help From Friends

8.  Use Tagging and Acknowledgements

9.  Participate Outside Your Page

10. Collaborate With Other Page Admins for a Social Event

While social media is often billed as a “free” arena to pedal your products and gain awareness, it does take a lot of work and an ongoing commitment to build the types of relationships that will keep fans coming back to visit your page.

Happy Friday!

~Stacy

The bottom line, of course, is that the paradigm for communication has forever been altered because of social media. We are far beyond the “should I do it?” and are now in the realm of “how do we use it in every aspect of our business?” To illustrate this point from a completely psychological viewpoint, check out Social Media Insider’s blog post today: “Social Media Fundamentally Changing Corporate Worldview.”

What follows is a brief digest of some of my favorite sources of social media stats. I hope you find them to be as helpful and compelling as I do.

• 20+ Mind-Blowing Social Media Stats Revisited
• The Business of Social Media: B2B and B2C Engagement by the Numbers (a great blog from Brian Solis)
• 30 Top Objections to Social Media and How to Respond
• 2010 Social Media Marketing Industry Report from the Social Media Examiner (also check out the rest of the site – incredible stuff!)
• Business Social Media Benchmarking Study (Business.com)
• LinkedIn Delivers B2B Traffic, Wikipedia More Leads (MarketingProfs.com – also check out the rest of this site too!)

- Posted by Kim Stiver

What I also heard more about during this conference is that “local” loses its meaning for anyone under 30. John Zogby in his book, “Where We’ll Be”, finds that nearly everyone under 30 sees themselves living in a global setting. Everything they encounter – ideas, clothes, music, video, friends – is produced, moving, created, or living all over the globe. For them, the geographic boundaries are gone. Even if a label says “made in (pick a country)”, they know the product was probably sourced from many countries. Which means, that other than local food and local beer, marketing something as Maine Made, Made in the USA, or Made in Outerspace is losing much of its relevance.