NOVEMBER 3, 2008

“…and I don’t know what to do, ‘Cause I’ll never be with you.” 

James Blunt obviously craves a meaningful life - and, like many others, he finds it through romance.  For the rest of us, all we really have to do is browse through the “Missed Connections” page on Craigslist.

Last week I read an article on CNN.com entitled “‘I saw you’ romance ads wildly popular.”  The author writes,

Craigslist, Kizmeet.com, ISawYou.com, SubwayCrush.com – these missed-opportunity matchmakers have become a staple of online modern love.  They’ve also become a way for some singles to fantasize about the people they’d like to meet and those they hope will want to meet them.

Mary Robertson, a documentary filmmaker in New York City, isn’t surprised by the appeal of the missed connection.  She’s been working on a film about the phenomenon for almost a year. “What inspires me about these ads is the density of the narrative,” Robertson says.  “The longing, the romance – all in this small space.  They’re like haikus.”

Blogger J. Stone at That’s So Fetch does not feel so inspired.  Stone writes,

Craigslist’s ‘missed connections’ gives soft-spoken people with a self-aware cowardice the chance to reconnect with a girl/guy they saw perusing the cereal aisle or the buxom blond who smiled back at them at the airport. . . . I would really like to know the average IQ of these people.  Instead of posting anonymously on the internet about some chick you missed out on, how about you work on your interpersonal skills?

One could certainly argue that the growing popularity of “missed connections” and “ambient awareness” is actually a reaction to social isolation – the modern American disconnectedness that Robert Putnam explored in his book Bowling Alone.

Indeed, have the internet and accompanying communications technologies actually made us feel lonelier than ever?  More socially inept than ever?  Are we purposely, purposefully - and, yes, perhaps cowardly - “missing the connection” in hopes of a fatalistic reunion on the internet?  Some believe fantasy love is better than real love, after all.

Ultimately, whether you admire or pity people who track down alleged “missed connections,” you have to admit that the appeal of missed-connection Web sites may indicate a shift in how people approach the search for love.

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OCTOBER 17, 2008

Google, a brand among brands, I dare say can do no wrong.  Its delightfully simple homepage (in use and design), its logo’s cheerful colors, its name’s soothing double “Os”, not to mention its leadership in its industry - these are all reasons why I mark Google an “it” brand.  A brand that, when it innovates or introduces new products like Chrome, its new Web browser, has the potential to see instant and prolonged success based solely on a reputation for quality and reliability.  We all know these “it” brands, like Apple, Toyota, Starbucks, Target, and IKEA.

Now I’m reading about the first mobile phone from T-Mobile to use the Android software from Google.  In a time when technology is constantly being updated and companies are competing aggressively to launch the next big thing, critics might question whether this phone, even with Google’s brand reputation behind it, will break through.  But, come on, it’s Google.  If nothing else, I’m at least intrigued enough to see what it looks like, how the interface works, and what kind of neat features it might offer.  Of course, in true Google fashion, I’m expecting that I will like it, that it will be easy to use, and that it will work well.  Stellar customer expectations and a powerful first impression, indeed.  Lucky dog, that Google brand.

What’s equally interesting is the path this brand has traveled.  It found success as a search engine, created a personal email program I love, launched a Web browser whose name alone invokes coolness, and is now embarking into the phone-tech world, a world dominated by the likes of iPhones and Blackberries (nicknamed “Crackberries,” to illustrate their addictive qualities). In my mind, Google can seemingly do-no-evil - and I can’t wait to see what’s up next.

What other brands do you think have the Midas touch?

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JULY 7, 2008

Thanks to Senator Ted Stevens of Alaska, we all know the Internet is a series of tubes.  But is it also a legal defense tool?

Former Supreme Court Justice Potter Stewart’s legal opinion on obscenity –“I’ll know it when I see it” – is famous and is often quoted, but it is no longer used as a legal definition.  Because of the 1973 case Miller vs. California, the definition of obscenity now involves an equally ambiguous term: “community standards.”  In other words, if a particular item would offend the standards of a particular community, it is considered obscene.

But how does one determine community standards?  According to The New York Times, an attorney in Florida who is defending the owner of a pornographic website against obscenity charges is taking a unique approach to answering this question.  The attorney, Lawrence Walters, is planning to use Google search records for that community.  His premise is simple: the search terms people actually use in their homes on a daily basis are a far more accurate barometer of community standards than the range of sexually explicit material available for purchase in a particular community, as has been introduced in previous obscenity cases.

To me, the key part of the story is this:

Rather than showing broad availability of sex-related Web sites, [Walters] is trying to show both accessibility and interest in the material within the jurisdiction of the First Circuit Court for Santa Rosa County, where the trial is taking place.

The search data he is using is available through a service called Google Trends. It allows users to compare search trends in a given area, showing, for instance, that residents of Pensacola are more likely to search for sexual terms than some more wholesome ones.

So what do you think?  Is this a valid way to establish “community standards?”  What about when private browsing habits demonstrate a standard that we might be unwilling to admit publicly?  Will this defense work?  And if it does, what’s next… psychological analysis of screen names and avatars?

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MAY 6, 2008

We are the saturation generation.  Everywhere, we turn we are inundated with commercials, messaging, and generally more information than we can process.  To cope with this information overload, when we encounter a new product or service we just go to Google and learn everything we need to know.

Well, except when there is no information on Google. 

Twice in the past week I’ve encountered products that don’t have a website.  How is that even possible today?

The first is a new hamburger joint near my house called Z Burger.  I walked by it a few days ago, and it had seemingly popped up overnight.  As soon as I got home I went to Google to learn more.  But Z Burger has NO WEBSITE!  I did find several message boards with other potential customers wondering the same thing I was:  What is Z Burger and why is there no website?  When will it open? What is on the menu?  All questions that Google usually would answer immediately. 

Second, at a local festival this past weekend I found a piece of artwork I wanted to buy, but it was sold out in the size I wanted. I asked the artist for her website, and she replied that she had NO WEBSITE! Since there was no convenient way to foster future conversation, I walked on to the next booth.

Both of these situations made me realize how much I have come to depend on instant information gratification.  I don’t want to wait for Z Burger to open to figure out what is on the menu. Why should I have to forego an artist’s work just because she doesn’t have a website? Shouldn’t everything always be available right now? 

Paul Selibio reinforces the idea that every business, no matter what size, needs an online presence:

With no territorial boundaries, having a website is an indispensable tool for an entrepreneur who wishes to bring his products or service to global attention. A business that has no website will eventually fade into oblivion; it simply cannot outlast competition. Large or small business has lost its size definition when competition is brought in the forefront of the worldwide web. It’s not about size, it’s about visibility. It is online where most people, nowadays conduct their search for information that leads them to your door.

A recent column in USA Today also focused on this issue and found that:

• According to Jupiter Research, half of all small businesses with less than 10 employees do not have a website. 
• 7 out of 10 solo businesses do not have a website.

You must get your business online; there’s no question about it. A website should no longer be considered a luxury for today’s businesses. Even if your product is not sold online, a website is still necesary for gaining and maintaining customers. Having a website is as essential today as having business cards or a telephone number.

What are these businesses thinking? Do they not realize all the potential money and customers they are losing? We are just too accustomed to information at our fingertips and getting what we want, when we want. As Dan McGinn likes to say, these businesses are just leaving money on the table.

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APRIL 4, 2008

Thanks to the prevalence of social networking sites like Facebook and MySpace, privacy remains a popular topic for discussion. 

It’s not unusual to scroll through my friends’ online profiles and see wild pictures from events like bachelorette parties in Vegas.  By posting these pictures, my friends - who see these sites as an informal way to escape from their busy workdays or stressful lives - are creating profiles that they wouldn’t be comfortable sharing with co-workers or employers.  And, as more employers are turning to these sites to filter out potential employees, some people are regretting their self-created online reputations.  

Michael Fertik, CEO of Reputation Defender, a company that tracks down and filters out embarrassing online-information, says: 

“Complete transparency is great for the Internet, but not when it comes to your personal life.” 

Young people who virtually grew up online should be expert in segregating public and private information.  However, instead, my generation is perhaps the most relaxed about posting personal information online; we are accustomed to it, and some see it as completely acceptable. 

Facebook and MySpace are constantly updating and re-working privacy policies to help protect users, but control ultimately lies in the hands of the individual. In my experience, the best advice is to be careful about what you put online and leave the embarrassing pictures offline.  The last thing you want is for something damaging about you to end up on a potential employer’s desk. 

When in doubt, just leave it out.

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APRIL 3, 2008

It’s all about the little things.  

Google and its accompanying products have brought web personalization to a new level.  Tuesday was April Fool’s Day.  As in years past (anyone remember Gmail Paper?), Google played a few April Fool’s jokes on their readers. One of them was “Gmail Custom Time”, or the ability to pre-date an email, like an late birthday or anniversary greeting. Here’s how it looked (click to enlarge):

Another thing Google likes to do is dress up its home page on different holidays - and not just the big holidays.  It likes to surprise us with graphics celebrating the occasions of famous people’s birthdays or the anniversary of the invention of Legos. 

For example, on Alexander Graham Bell’s Birthday - March 3, 2008:

Or, Valentine’s Day - February 14, 2008:

Or, the 50th anniversary of the LEGO brick - January 28, 2008:

The fun doesn’t end there.  We’ve written before about how iGoogle can personalize your homepage to feature exactly what you want and nothing else.  Google can also customize your searches to show results that should be the most relevant to what you want, based on your past searches. Google will also let you personalize maps to mark your favorite places and add your own text and photos.  

The list of innovative and personalized features goes on and on, as seen here and here.

All this is to say that companies like Google have realized that success means staying ahead of the curve and not resting once “the next big thing” has been introduced. Instead, successful companies are constantly looking for the next big thing after that and the one after that.  A simple feature like a map or email isn’t good enough - we want to personalize every feature, no matter how small or seemingly insignificant, for our own individual tastes and preferences.  And Google doesn’t disappoint.  

What other companies do you like for offering personalized services?

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JUNE 21, 2007

Last week, I wrote about how anyone can text Google for all sorts of information.  To follow up on this, I just found out that if texting isn’t your thing, you can also just call Google and get similar information.  And it’s FREE.  FREE.  You don’t have the usual $1.99 charges that apply from calling 411.

From Google:

To try this service, just dial 1-800-GOOG-411 (1-800-466-4411) from any phone.

Using this service, you can:

• search for a local business by name or category. You can say "Giovanni’s Pizzeria" or just "pizza".
  
• get connected to the business, free of charge.
  
• get the details by SMS if you’re using a mobile phone. Just say "text message".

  And it’s free. Google doesn’t charge you a thing for the call or for connecting you to the business. Regular phone charges may apply, based on your telephone service provider.

Skyecade sees endless possibilities for this techonology:

If Google can iron out all the kinks in this technology, the possibilities will be endless. Why limit themselves to a mere phone directory. You’re already connecting to (and searching through) Google’s massive databases via a phone connection, why not pass them other search terms? For example, need to know  John Adams birth date in a pinch? - Just bare with me.- With this technology, Google could simply forward the user’s query to a site like Wikipedia, or even use their own built in define operator, i.e., define: John Adams.  Now all Google would have to do is read you the results, which is what they are already doing in Goog 411.

It will be interesting to see where they take this.

I have to agree- the technology is fascinating and Google continues to make our lives easier and best of all, it’s free!  I’m a fan.

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JUNE 14, 2007

Everyone knows how useful Google is for finding, well, anything.  But did you know you can use Google even when you’re away from your computer?   You can now send a text message to Google (466453) If you’re out and about and need directions, phone numbers, weather reports, flight information, and the list goes on and on.  (Go to http://www.google.com/intl/en_us/mobile/sms/ for a full listing.) 

Within seconds, you will get a reply text with whatever it is you’re looking for.  And best of all, it’s free. (Well, the usual text messaging rates apply, but I’m sure it’s cheaper than the usual cost of dialing 411.)   This is just another example of how Google is adding convenience to our lives, and literally, putting the world and information right at our fingertips. 

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JUNE 26, 2006

More fuel for my ‘advertising will never be the same‘ fire.  Rob Hof’s The Tech Beat blog at BusinessWeek online, quotes Michael Wiley, the New Media guy at General Motors:

"The existing advertising paradigm sucks.  It’s woefully inefficient. We give consumers virtually no information."

(Disclosure - General Motors is a client of the company I work for - The McGinn Group, and I know and sometimes work with Michael Wiley).

Hof also mentions Stan Joosten, Procter & Gamble’s innovation manager for holistic customer communication.  Joosten says:

"People want to talk about things they care about and you give them a platform to do that."

Both of these men recognize that it’s about the customer.  It’s about the customer, their wants, their needs, their hopes.  It’s not about the company and if it’s about the product it’s where the product fits into the customer’s life.  And it’s about the customer who is increasingly moving online to find information and to find other like minded people

As Jeff Jarvis said, "The greatest challenge for advertising today is relevance."
People go online to search for information.  And if like Wiley says, advertising doesn’t give them that information, they’ll find it somewhere else.  Companies have a chance here to provide good, solid, open information and reach customers when they want to be reached. 

John Sviokla put it best:

"…The question senior managers need to ask themselves is, in this new world, in which information flows freely, and all customers can actively search for my product or service, and compare competitors and substitutes: Are we first in line?  Are we in all the places we should be where people are searching for products and services?  Do we have a presence in these new marketplaces and marketspaces? Or are we still lashed to offering our marketing and persuasive efforts to customers when they come to our distribution, store, or place of advertising?…Most senior executives don’t even know how the Google page rank algorithm works, yet it is the most important thing to happen to advertising since television."

Change is hard isn’t it?

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FEBRUARY 16, 2006

I was watching TV last night and although I rarely pay attention to commercials, an ad for the Citibank Simplicity Credit Card caught my eye. You’ve probably seen this ad - it shows a guy on the phone with Citibank trying to cook dinner at the same time while almost setting a fire in his kitchen.  The tagline of the ad is “Press Zero to talk to a person.” 

What an ingenious idea!  We’ve all been caught in those frustrating phone chains which can seem like a maze with no exit and only dead ends.  In my experience, it seems like whatever issue I have at the time is never covered by the four choices I’m given. I also hate when you have to speak your answers instead of pushing buttons because, inevitably the computer misunderstands every word I say.  I say YES and the computer thinks I’ve said NO and I have to start all over.  ARRRGH!!  The frustration never ends.  At times like this all I want is some human contact.

Several websites, including www.gethuman.com  list shortcuts in reaching a real live human when calling various customer service numbers.  (To reach a human at American Express, press 0 repeatedly.) 

Matt at 37signals.com agrees:

Yeah, it may cost extra for Citibank to field these calls but it wisely views the added cost as an investment in good customer experiences and a compelling selling point that it can hype in its advertising.

Did you know that Amazon.com doesn’t list a phone number anywhere on its website?  That’s right– this company had $8.5 billion in sales in 2005 yet doesn’t list a phone number anywhere on its website.  It is shown on the screen once you purchase something but if you want to call about a  refund or anything else after you make your initial purchase you may be out of luck.

The NY Times wrote about this problem:

Try to reach customer service at Amazon.com to fix a problem with an order and you will encounter one of the most prominent and frustrating aspects of the Internet era: a world devoid of humans. Not only is there no telephone number on Amazon’s Web site, but the company makes a point of not including one. Instead, customers are asked to fill out an online form and wait for a response.

Luckily, websites like http://clicheideas.com/amazon.htm have come to our rescue and posted every imaginable way to reach Amazon.com customer service.  (In case you need it, the customer service number is 800-201-7575.) 

Ebay is another company guilty of not easily providing live customer service.  According to http://hello.typepad.com/hello/

Ebay say they only provide there phone number to GOLD + POWER SELLERS, meaning you need to do over 20 thousand dollars worth of sales continuously for at least 3 months, then keep it up if you want to keep your rating & support.

It really shouldn’t be that hard to get help.  What ever happened to the customer is always right?  All of this goes along with the recurring theme of our time is just as valuable as our money. We don’t want to have to send an email to a company and wait a day or two for a reply. We want to just hit 0 and get instantly transferred to a live person who will answer our questions immediately.  Companies need to be willing and available to help us or we will get frustrated and take our money and time elsewhere.  Regardless of whatever other features the Citibank Simplicity card has, being able to just hit 0 to talk to a person makes me want to switch.

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