Archive for July, 2009

Poor Customer Service Loses Money

Jul 2009

08

In the same way that great customer service can drive sales and increase customer gratitude, the same can be true of poor customer service. Unfortunately, destroying a reputation only takes seconds, whereas building one up can take years or decades. United Airlines is finding that out first hand this week, due to a PR nightmare created by the band “Sons of Maxwell”.

 

United Breaks Guitars

 

After Dave Carroll’s $3,500 guitar was reportedly broken on a flight to Nebraska, he asked to be compensated for the damage done. After months of communications, he vowed to write three songs documenting the issues and try to spread the word over the internet. On Monday he posted the first song on Youtube, titled “United Breaks Guitars”. The song has received over 150,000 views to date (Edit: Youtube Video), and it looks like United is getting the message. Their twitter stream is full of apologies such as:

@tinamack This has struck a chord w/ us and we’ve contacted him directly to make it right.

 

@JRGarcia It is excellent and that is why we would like to use it for training purposes so everyone receives better service from us.

 

It looks like United is doing what they can to rectify this situation, but it might be too little, too late, as often times it’s the first news that people remember (not the subsequent fix). This just goes to show again how the viral nature of the internet can either be a valuable resource for a marketer or customer service team, or a tool of destruction. Live by the sword, die by the sword.

 

Kindles Plus Colleges Equal Huge Profits For All

Jul 2009

06

Amazon KindleThe Amazon Kindle is a revolutionary, game-changing product. They’re doing well, despite the fact that they’re still not profitable. What’s the most shocking to me is its underutilization in the classroom. More than any other potential customer for the Amazon Kindle (or Sony Reader), the college and high school student stands to gain the most. Sure, it’s a great tool for travelers and people who read all the time – imagine carrying a Kindle and a charger while backpacking across Europe instead of having to search for books in English at every stop. It’s a splendid tool for someone with vision problems who needs a large print size – the selection is much greater on the Kindle than at bookstores. However, their numbers pale in comparison to the number of students who could use the Kindle. Here’s how the Kindle can reach its target audience, and how colleges can benefit too.

 

How do you get a Kindle into every child’s hand in a school? Form alliances with the schools. Create partnerships with universities and colleges. Honestly, as most hardware retailers give discounts for bulk purchases, I can’t imagine that Amazon wouldn’t want to give a 10% discount to NYU if they bought 4,000 Kindles every single year for their freshman class. I mean, Oprah viewers got $50 off.

 

Before universities say, “What? A Kindle for every student, that’s ridiculous!” yearly tuition at NYU is roughly $40,000 a year. A Kindle for every student would take up roughly 0.2% of a student’s tuition over 4 years. Even if the student dropped out after 1 year, he’d add less than 1% to his tuition for that year by buying a Kindle, and hey, he’d still have a Kindle upon dropping out for personal use. That’s hardly an outrageous request. Besides, on average I took 4 classes a semester in college.

 

Considering I took some classes with cheap textbooks as well as some classes like Economics (my major) with $150+ textbooks, let’s just say I spent an average of $250 per semester on books. Over 4 years, that’s $2,000 on textbooks. Sony advertises the average cost savings to be at least 20-40% less for eBooks than books. Let’s assume that textbooks are at that upper end (much lower printing costs, etc.) Assuming maybe not all books can be found as eBooks, we’ll take 40% off of $1,500. So the students would save at least $600 over the course of their 4 year education. In addition, they won’t have to deal with back problems, lugging 3 textbooks across campus, their carbon footprint will be much smaller, and they’ll be able to access all of their textbooks 15 years later, as opposed to buying them again later – all factors that reduce future costs.

 

This is money students have to spend anyway, and hey, let the student opt out if they really don’t want the savings. No big deal. It’s a no-brainer for college students – cheaper books and a discounted Kindle. So how would it work for colleges? A few colleges are partnering with Kindle already, but any colleges to create this type of program could probably still receive a huge discount from Amazon. Promising that 4,000 students will purchase $1,000 in books over 4 years? I think you’d have quite a bit of leverage. Especially when you point out that you can make a deal with the Sony Reader instead. Not to mention it’s a great press move – eliminating the use of millions of book pages every year would be fantastic for the environment. And clearly it’d be a great move for Amazon. Let’s say just 20 universities pick up the program – even if they dropped profits to make only $10 per Kindle, it’d be a program that earned $800,000 each year on Kindle sales alone. If they earned on average 20% on each book sold, it’d earn another $3.2 million annually. If 100 universities picked it up, it’d be a $20 million/year program with an additional 400,000 Kindles sold each year. Sales numbers are not public, but I can’t imagine that they’d shun the idea of an additional half million Kindles sold.

 

Oh, and Amazon isn’t interested in this at all, replace every “Kindle” in this blog post with “Sony Reader,” rinse and repeat.

 

Gmail Gets Drag-and-Drop Labels

Jul 2009

02

I love that Gmail keeps innovating. Honestly, I know that the same is true for AOL Mail, Yahoo or Hotmail, but from Gchat to Google Calendar, Gmail has done a great job of integrating a ton of important features for my web-based email needs. This is not to say that I don’t still prefer an application client: the depth of Outlook’s calendar, tasklists and Microsoft Office integration still reigns supreme (in my mind). But I can do 90% of the things I want to do in email through Gmail. And many of those things I can even do better. So it always makes me happy to see that Google is still hungry to improve its services.

 

The most recent improvement was the Label Drag and Drop that was implemented today. As opposed to the (slightly archaic) process of checking specific messages, then selecting a label from a drop-down menu (mostly due to the browser inability for an in-depth right-click function), now you can simply drag a message into a label. Honestly, this is an outstanding new addition, one which certainly makes my life a whole lot easier. Now whenever I get an email relevant to a project I’m working on or specific to this blog, I can file it. Now all of my tax documents can be filed simply into one folder with ease. Trust me, searching for receipts or “taxes” using the search function is not a productive way to go about making sure that all of your tax documents are filed. At all.

 

Gmail drag and drop labeling. And no, I'm not curious about polygamy
[And no, I'm not curious about polygamy.]

 

For those of you who usually treat your email with abandon, rarely labeling things and using search 99% of the time to find items in your mail, now is the perfect time to take hold of your life and organize. Another great tool I use from Gmail (this one from Google Labs) is Superstars. It allows you to “Star” your mail items with more than one type of star. Which is very handy in conjunction with Multiple Inboxes – descriptions for both are below.

 

Gmail Superstars from Google Labs
Gmail Multiple Inboxes from Google Labs

 

So, thanks Gmail. Keep innovating and making the internet a better place. That goes for every other company big or small, young or old. There’s always something that can be improved upon.