Recently I logged in to my Comcast account to print off a copy of my bill. There was a byzantine labyrinth of new authorizations to go through – apparently they are changing the interface to a “mySignIn” portal-style account information (incidentally, who else’s sign in would I be using? Why the annoying, redundant nomenclature?). So, of course, new Terms and Conditions to agree to, then on to the account information screen.
Wait, just one problem: under my account number I had a cryptic message that read, “This account may not be accessed until the owner makes the account secure.”
Uh oh. Continue reading “Comcast Customer Service People Don’t Suck – But Their Systems Do”
OK, I’ll admit it – I saw ‘2012’. I didn’t go of my own volition – my arm was twisted by a disaster-movie junkie (Michael and I even saw ‘The Day After Tomorrow’ – in the theater, no less!). But, I did learn that even at the end of days, with destruction imminent, brands will make us feel safer.
I didn’t go into this movie with a notepad in hand. But, the product placement was so awkward and so overwhelming that I came out of the theater and wrote out this list of brands that I saw just to purge them out of my brain. Continue reading “2012: The Future Is Full of Product Placement”
Amazon is a digital native company, which means that they think first about the customer, and the customer’s needs and goals. So, when they decided that they needed to start advertising on television, they went about the process in a way that activated their passionate and committed fan base. Continue reading “Amazon Crowdsources Television Advertising”
Clara Shih gives a good overview of what Facebook is good for in The Facebook Era (affiliate link). Of course, this book suffers from what all books, increasingly, suffer from: the fact that they’re books. By the time they are edited and published, 25% of the information is outdated. Continue reading “The Facebook Era: Useless for Intended Audience”
Justin Kownacki is great at taking down marketing douchebags, but misses the mark when talking about Microsoft’s Windows 7 campaign.
The basic premise is that he takes Microsoft to task for treating the customer like they don’t understand the technology, they don’t care about the technology, and they’re lazy. He is wrong – this campaign supports the customer and their goals. Continue reading “Windows 7 Campaign Hits the Mark”
When you first start monitoring social media conversations, it’s like drinking from a fire hose. There are lots of new information coming at you, and you have to decide how to respond to all of it. This can lead to some mishaps as brands learn, but sometimes, it is downright ridiculous. Continue reading “Is Kleenex More Than Just a Tissue?”
Jackie Huba has a problem with her DSL, tweets about it, and gets a phone call from AT&T’s corporate customer service. She declares that Twitter is “the killer app” for customer service.
But what about the people that are not on Twitter? Continue reading “Twitter Creates Two-Tiered Customer Service”
Chris Anderson’s new book, Free: The Past and Future of a Radical Price, will scare you. And it should. If you’re in the business of selling anything, you need to think about how you might be able to give it away. Because if you don’t, someone else will. Continue reading “How to Compete with FREE”
The most recent addition to my (long) list of Web sites I can’t live without is Netflix. I know that an entertainment site is an odd choice for something you can’t live without, but during a recession every penny counts, and Netflix is saving me thousands of pennies each month. What I didn’t expect was how much better my TV watching experience would become. Netflix has found a way to do way more with much less. My great-grandmother, who lived through the Depression, would have been so proud. Continue reading “Superior Usability Was the Unexpected Surprise: The Web site I Can’t Live Without”
Or, at least they should.
Recently, the iPhone reached a significant milestone: 1 billion apps downloaded. No matter what industry you are in, your customers are connecting with the Web and with brands in exciting ways—in ways that are more personal than ever before. Are they connecting with yours? Continue reading “Your Customers Have You Right Where They Want You”