I ranted earlier today about Sprint’s customer service dystopia. It got worse. I decided waiting another 2 to 4 days for a phone was untenable. I called customer service again. Here’s how it went down:
Archive for the ‘word of mouth’ Category
Sprint Customer Service Strikes Again
Tuesday, July 29th, 2008Sprint Customer Service Sucks
Tuesday, July 29th, 2008I have phone service through Sprint; if you want to call it service. I drop calls constantly and everywhere. Out of probably 30 customer service experiences with them, perhaps only once did I not feel latent hostility from the representative. The Sprint stores themselves are like something dreamt by Dante. But that’s not what has me so frustrated at the moment. You see, I’ve been a Sprint customer for about 5 years now. I have always carried their insurance for my phone on the plan. Heretofore, I’ve at least had no problems getting phones replaced when they weren’t working. This time it has been a fiasco.
Customer Service is Marketing
Sunday, April 8th, 2007The Consumerist has a post about some excellent customer service from SmartBargains.com.
Every ad agency should be making every attempt to sell some kind of customer service initiative with every campaign. An authentic interaction. If the marketing is going to tell a compelling story, it had better be congruent with the customer’s experience when something inevitably goes wrong.
Obama Been Bloggin
Saturday, February 24th, 2007Taking a HEEEEEYYYYAAAAARGH from Howard Dean, the Barak Obamaniacs have woven themselves a tapestry of MyBarakObama microsites to motivate, connect, and empower a formidable cluster of web-savvy politiquitos. While every viable candidate in the slim pickin pile is using blogs, Flickr, and YouTube to some degree, Obama’s advisors force the question: can they harness enough online energy to offset the disadvantage of a political underdog (whoever that may be)? Will online word-of-mouth supplant the legacy of ever-mounting political contributions?
Regardless of political leanings, it’s worth investigating the emergence of online social networking as the new political networking.
It’s too early yet to get my vote, but they’ve definitely earned a link.
2000 Bloggers
Friday, February 23rd, 2007The clever Tino Buntic has created a link explosion called 2000 Bloggers. You can easily waste an entire day purusing the links. Who knew this blogging thing was so popular?
Really big montage of blog author photos after the jump.
Bill Gates Doing the Promo Circuit
Monday, February 5th, 2007I don’t watch that much TV and I’ve seen Bill Gates on at least two talk shows last week; The Daily Show and the Today Show. I’m sure there were more. Perhaps I’ve never noticed this tactic before, but he’s promoting Windows Vista just like Bruce Willis would be promoting his latest blockbuster film. The Daily Show interview was very entertaining and worth a look. Here’s a link to
Video: Bill Gates on the Daily Show – Part 1“>part 1 and
Video: Bill Gates on the Daily Show – Part 2“>part 2.
Has Microsoft done this in the past? Has Jobs hit the talk show circuits too? He hasn’t as far as I know and I don’t think its common for CEO’s to use this medium to promote new product launches. I just found this interesting and wonder how much interest it has generated in the new operating system. This may be a new role for Mr. Gates now that he is not as active in the day to day business. If so, they may want to give him a little more coaching so he doesn’t appear so awkward.
The Nature of Marketing Revolution
Monday, November 27th, 2006An inevitable debate is taking place around the nature of the marketing. John Moore, at his excellent blog, Brand Autopsy, has been a recent party to the discussion. He offers this edited footage of David Jones, global CEO of Euro RSCG speaking at a recent AdAge clambake.
Corporate Conversation
Tuesday, November 21st, 2006I had a meeting this morning with a counterpart at a mid-size well established PR firm. We were discussing some of the work our company was doing for several clients. One in particular that was of interest to her involved helping our client to revamp a key executive’s presentation content and style. I recommended the blog Presentation Zen to her when she inquired into some of the resources we utilized in developing our approach. I had forgotten what a great blog that Garr Reynolds has.
One of the things we have been preaching to all of our clients is to communicate in a way that is less autistic and more human. Many of the mediums we recommend have to do with applications for the Internet, as it allows more of a two way dialogue. But I had forgotten about how powerful a good presentation can be. It’s an opportunity to make a connection with your audiences, and potentially start an ongoing relationship with them. Unfortunately this opportunity is lost with many companies. They look at it solely as a way to push out information about their company or pitch their products and services.
As Garr points out in a recent post Presentations and Word of Mouth Marketing should play hand in hand. Giving your audiences something of value and providing a way for them to connect with you and your company goes a long way in fueling positive word of mouth. Direct them to a blog created around the topic being presented, share additional information and welcome feedback and dialogue. This has the added benefit of making it easy for them to share information about your company with their piers.
Think of presentations as an opportunity to build a new relationship and start a conversation. The end of the presentation is the beginning of the relationship, not the end of a tactic.
Sneak King
Thursday, November 9th, 2006I’m sure everyone is already talking about this. Which, ain’t that the point? The link was sent to me over IM. Utterly. Brilliant.
Expert Borat Trap
Saturday, November 4th, 2006Reports are abundant of the experts’ incredulity of the success of Sacha Baron Cohen’s new film, ”Borat’s Cultural Learnings of America for Make Benefit Glorious Nation of Kazakhstan”. Two seemingly obvious questions are: Why did the film make some $9 million on its opening Friday? And, why were the experts so wrong in their anticipation of this film’s failure? I have no pretensions about being the kind of expert whom have been rendering these prognostications, but I won’t let that stop me from trying to answer these questions.
I don’t have any desire to critique the film itself, so let’s just assume that Sacha and his film are good stuff. Anyway, I don’t have to critique it, because you can go to YouTube and see any number of Borat clips. Interestingly, this clip of Borat wrestling CBS’ Harry Smith has almost 500,000 views as of this evening. I submit that this is, in fact, the answer to the above questions. I don’t know how all these clips came to be on YouTube long before the movie’s release, but I wouldn’t be surprised if it were a part of a clever marketing strategy. I also wouldn’t be surprised to discover that the aforementioned experts knew little to nothing of this fact.
Update 11/6: That CBS clip has almost 900,000 views just two days later.