Is my header too big?
New test post with pic
Posting with Blogwriter, a two dollar app that supposedly enables me to post blog entries – with photos – to my self-hosted Wordpress blog. Let’s see.
Which pic do you like best?
I took these photos (three versions of two pics) on June 12 on Prior Lake, Minn., with my iPhone and a little app called Camera+. The photo is nothing to write home about, frankly (you can see from the original, attached at the bottom), but with a few tweaks from the app’s editing features, I was able to turn it into something that isn’t half-bad, in my humble opinion.
What do you think? Do you prefer one over another?
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Customer “service,” may I help you …?
I’m all for companies saving money to improve the bottom line. But there has to be a better way to cut expenses than forcing frustrated customers to call Bangalore, Mumbai or Wherever-the-Heck, India, for help.
Before I rant, a disclaimer: Yes, I know those folks in the call centers are just doing their jobs. I believe they actually want to be helpful and resolve my issues. They’re undoubtedly proud of their work and, to one degree or another, the companies for which they work.
The problem is they’re too detached from the actual problems we consumers face with the products and services they represent (being a couple oceans away and all), and they’re woefully unprepared (not their fault) to analyze problems outside the binder full of scripts on the desk in front of them (“have you tried plugging in the unit? Please plug it in now”). And, of course, there are the language barriers that often result in frustration on all sides as phone reps and customers struggle to understand one another. All that said, teaching Indian nationals to apologize for American companies’ shortcomings does not create a positive customer experience!
So back to my story.
If not today, when … ?
Ask anyone. I’m a broken record for aligning our corporate brand and strategy messaging at Best Buy – for trying to get communications, HR, marketing and everyone else who communicates brand and/or strategic intent to align around a single message (and while I’ve proposed messages, I’m not married to mine; I’m married to the notion that we need to have one and only one).
While some folks are no doubt sick of listening to me …
- Everyone I talk to agrees we’re misaligned and have many inconsistent, competing messages.
- Everyone I talk to agrees there’s incredible value in alignment.
- Everyone I talk to says it’s work we need to do.
- Everyone I talk to acknowledges we’re not very good at it.
BUT …
- Everyone I talk to says it’s difficult, counter-cultural work here at Best Buy. That said, we all nod knowingly, go back to our cubes and do the same old things – because while alignment on a single, clear compelling message is a good idea, it’s too tough to tackle. The people doing the messaging are going to protect their turf and won’t “play ball” because they don’t have to. So why bother?
Last year, we launched a “brand coalition” and invited various owners of brand-related communicators to come together to hash out issues, draft a single story and align our efforts. Passive aggressive. Disinterest. Fizzle. Crash. Burn. This company has always rewarded those who “do.” Doing thoughtfully hasn’t been a necessary piece of the equation.
The thing is, message misalignment makes it difficult to achieve our strategic goals; wastes the money spent to support competing, overlapping initiatives (in an environment where we’re constantly challenged to reduce SG&A expenses); and frustrates the heck out of customers and employees who haven’t already tuned us out.
So my questions are these:
- If we agree it’s a good idea, why not just do it?
- If we agree that we should do it, why not start now?
- If not now, when?
What do brands think of us?
We all know a brand means, in essence, what its customers say it means. A company can shout from the rooftops what it stands for and bellow the fine-point details of its customer-centric promises, but all the best marketing and PR in the world can’t save a brand from lack of follow-through on the part of customer-facing employees. Am I right?
In Branded Customer Service, by Janelle Barlow and Paul Stewart, the authors turn the equation upside-down and pose the question, “What do brands think about their customers?”
Barlow and Stewart offer as an example, Rolex. What does Rolex think of its customers – in my case, me? Their conclusion: I’m not good enough for a Rolex. While I might be tempted to quibble with the notion of falling short of a standard of good enough, there’s no doubt I’m not wealthy enough to drop $10,000 on a luxury watch. Nonetheless, The point is well taken: Rolex’s demographic is limited, I’m not in it, and the brand is perfectly comfortable with me knowing it.
That got me thinking, what does Best Buy (my employer) think of its customers?
But wait! There’s more …
Let’s Connect!
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