Redefining Comcastic

Given that it’s been three weeks since my last posting, it’d be very easy to assume this blog was just another passing fancy and had been left to die a slow death in cyberspace. But that would be incorrect. The lack of internet access is partly to blame. (The other part can be explained by a lack of inspiring ideas. I don’t post for the sake of reading my own writing.)

Lack of internet access?! It’s 2007! How could that be possible?! Well, let’s just say that I was not having a Comcastic week last week.

My modem died on January 12, but it took three service technicians over a week to make the diagnosis. I’ll spare you the details. I was able to sneak peeks at my personal e-mail here and there, but not having the internet in my home office felt like my right arm had been removed. Needless to say, I was not pleased.

Just as I ended my last posting by saying how a positive customer experience can be a wonderful marketing tool, a negative experience can have the same effect – but not the kind a marketer would hope for.

So in the week that my internet was MIA, I at least had cable television as a link to the outside world. But in between watching my favorite shows, I saw more than one commercial advertising Comcast’s services. Which got me thinking, what’s the point in talking the talk if you’re not going to (or can’t) walk the walk? Shouldn’t companies make sure they’re able to deliver on current promises before they start making new ones?

The best kind of marketing is positive word of mouth from brand evangelists. But what kind of buzz can a company expect when those who are experiencing their brand (and are empowered to speak to it with authority) have nothing good to say? It’s time to reevaluate the link between marketing and customer service within the company.

A Happy iPod Story for 2007

I am excited to start off 2007 with a tale of good customer service. Just before leaving town for vacation I noticed the screen on my iPod was broken. After a quick trip to the Genius Bar, my iPod was off to iPodResQ to be repaired. It wasn’t the cheapest option, but when I factored in shipping them my iPod, it was a wash. Here’s the 411 of how their process works, and I have to say, it really is that simple to deal with this company. I went from being really annoyed that my iPod was broken to a happy camper that I have my iPod back in working order. The lesson to be learned – never keep your iPod in your purse without putting it in a protective case. Thankfully it wasn’t a lesson to be learned by replacing my iPod entirely.

The (relevant) point of this story is a positive customer experience can be a wonderful marketing tool. We’re all quick to share horror stories, but when someone has a positive experience with your company or brand, their tale can be just as powerful when shared with those who find the source to be influential.

Atlanta Billboards Not Changing Soon

I’ll be curious to see how the Atlanta City Council decides to regulate digital billboards. Talk about getting your message across in a busy marketplace! I loved the mention of a restaurant being able to tailor its pitch for different meal specials throughout the day.

This topic interests me for several reasons. I am a native Atlantan and like to track how the visual landscape of the city evolves over time. But as a marketer, it’s nice to know that I won’t be subjected to the same, irrelevant messages for extended periods of time.

But how exactly can a billboard operator monitor how many people view each ad (as the above article mentions)? So it’s great that an advertiser can measure its ROI, but there’s something about it that seems a bit Big Brother-ish to me.

Looks Like Philips Has a Winner

Philips Electronics was the sole sponsor of the December 4 edition of NBC Nightly News and in doing so freed up more than an extra six minutes of airtime for the program. This elimination of multiple advertisers allowed all of the attention to be on Philips’ “sense and sensibility theme.” According to this USA Today article, the result was an increase in viewership and more than 4,000 e-mails from viewers thanking NBC for subjecting them to only one sponsor. All but one of the messages were positive and many mentioned they were planning to buy Philips’ products. The consumer electronics was the sole sponsor of an edition of CBS’ 60 Minutes last year as well as a college football broadcast earlier this year. It seems to me like the company is choosing to spend its money wisely. I can’t argue with spending to be the lone pitch in what would be an otherwise crowded marketplace when the feedback indicates a strong tendency to buy the product.

A Card in Hand is Worth More Than Two Gifts Under the Tree

I read this blog about the Starbucks card and wanted to throw in my $.02 on the topic. Having given (and received) this card, I know first-hand how easily they can become a staple item in someone’s wallet. But I think this is an example of a good loyalty program. Given that many people make a Starbucks stop a part of their daily routine, and that one in eight visitors use a Starbucks card to pay for their drink, the coffee retailer has a wonderful opportunity to get to know its customers and create tailored marketing campaigns. In this time of holiday gift-giving, I wouldn’t be surprised if Starbucks cards accounted for a large portion of the $24.8 billion in sales projected here for gift cards. As one analyst pointed out, why not give a gift that allows the recipient to choose how its used?