You know, I'm sick and tired of constantly seeing posts about how Zappos is equivalent to great customer service! It seems like it's the only example out there for social media, but I know it's not!
Zappos sure as hell wasn't great for me in terms of Customer Experience; in fact, I do believe that my experience was far much worse than it would have been if I had never know that they were supposed to be synonymous with customer service!
Several months back I was looking for new shoes and I said hey what the hell, the local FootLocker sucks and seems to be staffed by inept kids that leave you waiting for 25 minutes listening to the worst goddamn mutherfucking music ever made while they try to find if your shoes are at another store or when they'll be in stock. It was so aggravating I said to myself, there has to be an easier way to get my shoes, I know exactly what I want, I get the same pair over and over because they are great!
I check out this Zappos thing people are wild about, although I have no idea how online shoes can be that exciting, at least if you are a guy. I check their site, it seemed nice enough, finding my shoes wasn't tough, and hey they were a good price with free shipping and free returns! Wow, these guys are good I thought, so I go to try to buy, but sorry I live in that far off mystical land of Canada that doesn't exist in the same universe as America, let alone the same continent. I'm pissed and yell FAIL. So I look for an alternative, perhaps they have a Canadian site? If they are so great they must!
Lo and Behold! They do! But hey, is this even the same company? The site looks completely different, like it's made from crap and aimed at people who aren't as important or who don't care about looks for functionality like Americans do. Funny how most sites seem to think that when they expand to Canada...
So I look for my shoes, and boy was that fun. 10 minutes later and after looking through every pair of shoes, I couldn't find my basic pair of New Balance running shoes! And WTF is this? $10 to ship on more expensive shoes then they'd be in the states? and $15 return? It even says they are shipping them from the US!!! If that is the case, why don't they just let me use their beautiful site that is fully stocked and pay for the shipping? Why do I have to pick from a lesser more expensive group and still have to pay for shipping? What kind of Bullshit are they running?!
So Anyways, I complain over Twitter making sure to mention Zappos and showing that I was unhappy (I even used a frowny!), and of course I've heard that over 200 of their employees are monitoring twitter. I expected someone to swoop down to my rescue any minute, or to at least appologize for lack of international service.
Several months later I still haven't heard a peep from them. Good customer service my fucking ass! Maybe if I was born under the American Flag I would have gotten some reception, but for a company that is synonymous with social media and great customer service, at least one fucking person could have said "Sorry, we're still working on our Canadian store", or "how can I help you pay us?". Seriously, WTF, high expectations, incredibly low results, seems pretty sad to me, and not even a reply from a Canadian Zappos employee, if they actually have any, or anyone in Canada. Perhaps I only had one tweet, but with the tools available at the time and 200 employees, someone must have saw my tweet.
I'll never use them as an example of Good customer service, just as one that is bad. Are they good because they offer free shipping and returns? Maybe that's it? Well so does well.ca and I know they are nice people who respond to you on twitter! Perhaps it's their culture? What fucking good does their culture do me if they don't help me (200 employees not helping me)? I really hate to say it, but at this point I believe Rogers (...shudder) does a better job of customer service using Social Media. Take that!
Anyways, I've been meaning to get this rant out for a long time, but seeing a recent tweet about zappos = customer service just got me riled up again.
Wednesday, September 9, 2009
Tuesday, September 8, 2009
RSS is not dead! It works great with Twitter!
People keep saying that RSS is dead, but I don't believe it, in fact I've never used RSS more than I do now! I found that I started using RSS after I started getting into Twitter. Perhaps that has to do with me having a job in Social Media and using that as an excuse to start using these tools, but suffice to say, I believe that I would miss a lot of information if I didn't use my RSS reader in conjunction with Twitter.
I would consider myself a Twitter power user, with the exception of having it mobile (I'm too cheap, and I'm never far from a computer). I follow a lot of people I deem important who are constantly shooting out valuable blog posts, and it gets to the point where my Firefox grows to 26 tabs open to catch up with all the links I missed before opening Twitter at work. I'm constantly opening bit.lys to get to new blog posts, links, articles, but I do know that if it's something they thought was important enough to write their own blog post about, I won't miss it. I can sometime skip over posts and just check my RSS reader later to catch up on what was said on my own time, without chancing either losing the tab, or forgetting about the link posted in real time.
My RSS is like a backup net, it lets me take some of the real time out of twitter and focus on the things that aren't as potentially important, like the interesting links and articles, as well as conversations. As I start to learn about more interesting people on Twitter, I can keep adding them to my feed reader. Thanks to PostRank I can also filter the crap!
Realtime is only good if you are there all the time, and while I try to be, sometimes I'm just too busy and when I do try to catch up, I get a million links to read at once. I usually try to leave the tabs on FF open to read later, but eventually it starts to slow everything down on my computer.
RSS is a great way to store articles for reading later, especially when some people blog about the important articles I may have missed!
I would consider myself a Twitter power user, with the exception of having it mobile (I'm too cheap, and I'm never far from a computer). I follow a lot of people I deem important who are constantly shooting out valuable blog posts, and it gets to the point where my Firefox grows to 26 tabs open to catch up with all the links I missed before opening Twitter at work. I'm constantly opening bit.lys to get to new blog posts, links, articles, but I do know that if it's something they thought was important enough to write their own blog post about, I won't miss it. I can sometime skip over posts and just check my RSS reader later to catch up on what was said on my own time, without chancing either losing the tab, or forgetting about the link posted in real time.
My RSS is like a backup net, it lets me take some of the real time out of twitter and focus on the things that aren't as potentially important, like the interesting links and articles, as well as conversations. As I start to learn about more interesting people on Twitter, I can keep adding them to my feed reader. Thanks to PostRank I can also filter the crap!
Realtime is only good if you are there all the time, and while I try to be, sometimes I'm just too busy and when I do try to catch up, I get a million links to read at once. I usually try to leave the tabs on FF open to read later, but eventually it starts to slow everything down on my computer.
RSS is a great way to store articles for reading later, especially when some people blog about the important articles I may have missed!
Monday, August 31, 2009
Disney to buy Marvel?!
I can't believe the news I read this morning, Mickey might just join the X-men!
This is huge news, a huge dollar value, and has huge implications for both comic fans and Disney's competitors! Think about Universal Studios and their heavy use of the Marvel universe? How do you stop a competing theme park? Buy the rights to all the characters that some of their current success is based on! What a smooth move!
I really hope they don't dumb down or family orient our favourite comics and characters, and I don't want to see any plush wolverine Mickeys either! The teen and adult oriented universes of some comics don't seem to fit in with Disney in my opinion, but perhaps they want to capture a whole different market as well?
What do you think? Blasphemy?
Sunday, August 9, 2009
Gmail Webclips makes me laugh
For some reason I got this in my Gmail Webclips this morning, as I occasionally get the most random, stupid or funny things in there:
I laugh, that seems pretty low, and I know it could be complete BS, but I'll look it up anyways, here is what wiki says:
HA, it's probably true
Miley Cyrus' IQ Is 75 - MileyCyrus.quiz4iq.com - Take An IQ Test And Find Out If You Are Smarter Than Miley Cyrus.
I laugh, that seems pretty low, and I know it could be complete BS, but I'll look it up anyways, here is what wiki says:
70–84 Borderline Mental Disability
HA, it's probably true
Friday, July 31, 2009
The Follow Friday Legacy and Will Smith
Follow Friday, or #FF, is a curious thing I've come to discover. It's a ritual, well, it's almost a responsibility we have. A responsibility to our favourite people, or to those that we respect. We do it each Friday, over and over, usually the same messages, and all the same people RT you, then some spambots RT them. My #FF list keeps growing, I have about 12 tweets worth of people now, and recently I started hearing negativity that I was spamming the airways, dumping everyone I follow out there. Well I follow about 1333 people, and don't tweet that many, just those who've made the effort to interact with me, or who are very interesting.
I've told everyone that I will space out my #FF tweets from now on, to not spam out any users who still use the website or who don't have that many friends. It got me thinking today, as the same pattern repeats, that this is just like out of the Will Smith movie I Am Legend.
Every day he would go out to the docks and broadcast his pleas, his hopes, his offerings, like a lighthouse to ships sailing nearby. It's like a radio broadcast that never shuts down, but just repeats. We don't have to keep doing it, those who follow us already know, in fact most of the community already knows, they've been seeing it for some time now, so why do we continue?
Because like those beacons that repeat, we stand as a sign to newcomers, a direction that they can follow...Literally. Those who sail into our waters will not get lost, they will not crash on the rocks, they will find safe port and the shelter of a community. Twitter is built in such a way that these beacons are necessary as the stream keeps flowing, and if we don't retransmit, our messages will be carried off with the tide and into obscurity. We can never predict when new people will come and join us, so we carry on in a tried tradition, a right of passage to grant opportunity to those looking to join the tribe, knowing that one day they can pass this legacy onto those who were just like them, lost in this new turbulent ocean.
I've told everyone that I will space out my #FF tweets from now on, to not spam out any users who still use the website or who don't have that many friends. It got me thinking today, as the same pattern repeats, that this is just like out of the Will Smith movie I Am Legend.
Every day he would go out to the docks and broadcast his pleas, his hopes, his offerings, like a lighthouse to ships sailing nearby. It's like a radio broadcast that never shuts down, but just repeats. We don't have to keep doing it, those who follow us already know, in fact most of the community already knows, they've been seeing it for some time now, so why do we continue?
Because like those beacons that repeat, we stand as a sign to newcomers, a direction that they can follow...Literally. Those who sail into our waters will not get lost, they will not crash on the rocks, they will find safe port and the shelter of a community. Twitter is built in such a way that these beacons are necessary as the stream keeps flowing, and if we don't retransmit, our messages will be carried off with the tide and into obscurity. We can never predict when new people will come and join us, so we carry on in a tried tradition, a right of passage to grant opportunity to those looking to join the tribe, knowing that one day they can pass this legacy onto those who were just like them, lost in this new turbulent ocean.
Wednesday, July 29, 2009
This just Blows My Mind!
I don't know what the fuck this guy is doing here (at about 0:38), but it just blows my mind!
He's plugging the handset from an old school telephone into some sort of device with handset shaped grooves! it's like seeing someone patch a cable in some old movie with operators, or in something you'd see in a hacker movie. I have no idea how this works, is it based on tones that come through and there is a mic that interprets those tones into bytes of code? Is this just maybe for the dude to remember not to hang up the phone and lose his internet connection?
Either way, it seems surreal and as a computer scientist I'm curious to know how the hell that thing works or what the purpose is, because it seems awfully inefficient!
I originally saw this on Jeff Pulver's blog post here.
He's plugging the handset from an old school telephone into some sort of device with handset shaped grooves! it's like seeing someone patch a cable in some old movie with operators, or in something you'd see in a hacker movie. I have no idea how this works, is it based on tones that come through and there is a mic that interprets those tones into bytes of code? Is this just maybe for the dude to remember not to hang up the phone and lose his internet connection?Either way, it seems surreal and as a computer scientist I'm curious to know how the hell that thing works or what the purpose is, because it seems awfully inefficient!
I originally saw this on Jeff Pulver's blog post here.
Monday, July 27, 2009
How UW Logogate makes me feel as a recent Grad
I posted a rant in the facebook group a week or two ago, and instead of re-pasting it here, I thought I'd start anew, as new facts have come to light.
I still don't like the new logo, and it's getting justified by the upper levels (and with some of the comments it really feels like it's only coming out of academia land, which we all know generally has no real world experience) and while I do agree UW is all about innovation and risk taking, I guess this is just one of those things you wouldn't expect nor possibly want Waterloo to take a risk on.
Perhaps I'm wrong, but it seems these days that youth want nothing to do with old, well established, prestigious brands, the kinds of brands our parents and even grandparents grew up loving, respecting and vying to be a part of. Youth like to turn away from what their elders like, they like to have something newer, something their own, something fresh and up to date, that excludes the "dinosaurs". Many youth want to rebel, which is pretty natural, and how do you do that best? By finding your own way, a way that isn't that of your parents. I know that when I was younger, many of my friends wouldn't want to be caught dead associating with their parent's brands (unless it was the alcohol they stole, and grew a strong affection for!).
Despite all that I did just say above though, there are exceptions to the rule. Education. You aren't just buying knowledge and experience, you are buying into a brand, a level of prestige and respect that comes with your decision. This is something that you will probably associate with for the rest of your life. Imagine you are or were that (perhaps only somewhat) rebellious teen. You start to grow a little out of that rebellious stage now, you are graduating high school, on the cusp of becoming a legal adult, and you are ready to start acting like one...well at least you are willing to start looking at those dinosaur brands again, because now you are more concerned with looking good and showing off (and being able to make maximum moola), and this is the only way you know how. You start browsing the education index for your best combination of education, culture, prestige, and opportunity. Many a youngster decide to follow in their parents' footsteps and go to their schools.
Many of the students I met while going through UW went to the university specifically for the reputation and prestige they'd receive upon graduating, of course they knew it was one of the best schools, co-op is great, but they wanted the backing of that recognized symbol, that symbol that perhaps their parents, or other adults they respect or admire associated with. These youths wanted the prestige that came with the dignified UW logo. I know it may sound bad, but going through the hell of UW, spending the $40,000+ on tuition and books, it gives you a sense of entitlement, which I've heard isn't uncommon in Generation Y. I know that after what I've been through, I feel accomplished, I feel that I worked hard for my reputation, and while I shouldn't be entitled to things for free, I should be treated with a greater level of respect as someone who got a degree in a school requiring a 95+ average to get into than the guy who went to a school requiring a 70+ to get in; I also feel like I can scoff at those institutions that offer educations advertised in cheesy commercials (which may or may not include tv/vcr repair). So how am I to feel when suddenly the logo that represents my feelings, my reward for my hardships, my educational legacy, and the level of respect I deserve, is transformed into something that would fit on the library shelf between DeVry and ITT Tech? I don't want to sound like an asshole who doesn't respect other people who took different paths than I did, or who didn't have high enough grades, because we all know that it doesn't really matter, but I do want to be associated with the brand I spent blood, sweat, tears and 5 years for and the perks that come with it.
Of course people will probably still realize that UW is one of the best, that it is an incredibly hard school and it's grads are war vets ready for taking on the world, but I don't think that message is clear, I think the signals get mixed with they see a capital W full of Lasers. UW shouldn't need to instill that kind of imagery with their logo, it should be doing it already, and if it's not, that I don't think the logo is the issue, I think it's something a bit deeper. Who tends to use the most trendy and imagery instilling of logos in the education field? Probably those who are trying to catch attention and attract people who like cool fast looking laser beams, thinking, holy crap, it's gotta be good if looks somehow futuristic! (They'll be disappointed when they realize it's just the cover art for the Math137 textbook).
Lasers, like robots, aren't the first thing that make me think of the future, especially when they've been talked about for longer than my parents have been alive and actually exist today.
What about all those people who have already graduated and are living off their reputations? Do they really want that changed on them? I sure as hell don't, and I only graduated last year! Suffice to say, I don't know if I'll be giving any donations when they decide to start calling me each year.
Perhaps kids are different now, and they want that flashy logo to attract them. Perhaps this is why Pepsi changed their branding and style? I can't stand the new Pepsi branding and I'm a Pepsi guy.
Some end notes:
Here's a hilarious video about UW Logogate.
If you do watch that video on Facebook from the administration explaining their process, be prepared for something incredibly dry, boring and slow. For a potentially exciting process, the speaker seems not excited at all and she sounds like she is reading out of a text book. I like to associate UW with passion, but there doesn't feel to be any in this process.
I also agree with the tweet from Jesse Rodgers here
I still don't like the new logo, and it's getting justified by the upper levels (and with some of the comments it really feels like it's only coming out of academia land, which we all know generally has no real world experience) and while I do agree UW is all about innovation and risk taking, I guess this is just one of those things you wouldn't expect nor possibly want Waterloo to take a risk on.
Perhaps I'm wrong, but it seems these days that youth want nothing to do with old, well established, prestigious brands, the kinds of brands our parents and even grandparents grew up loving, respecting and vying to be a part of. Youth like to turn away from what their elders like, they like to have something newer, something their own, something fresh and up to date, that excludes the "dinosaurs". Many youth want to rebel, which is pretty natural, and how do you do that best? By finding your own way, a way that isn't that of your parents. I know that when I was younger, many of my friends wouldn't want to be caught dead associating with their parent's brands (unless it was the alcohol they stole, and grew a strong affection for!).
Despite all that I did just say above though, there are exceptions to the rule. Education. You aren't just buying knowledge and experience, you are buying into a brand, a level of prestige and respect that comes with your decision. This is something that you will probably associate with for the rest of your life. Imagine you are or were that (perhaps only somewhat) rebellious teen. You start to grow a little out of that rebellious stage now, you are graduating high school, on the cusp of becoming a legal adult, and you are ready to start acting like one...well at least you are willing to start looking at those dinosaur brands again, because now you are more concerned with looking good and showing off (and being able to make maximum moola), and this is the only way you know how. You start browsing the education index for your best combination of education, culture, prestige, and opportunity. Many a youngster decide to follow in their parents' footsteps and go to their schools.
Many of the students I met while going through UW went to the university specifically for the reputation and prestige they'd receive upon graduating, of course they knew it was one of the best schools, co-op is great, but they wanted the backing of that recognized symbol, that symbol that perhaps their parents, or other adults they respect or admire associated with. These youths wanted the prestige that came with the dignified UW logo. I know it may sound bad, but going through the hell of UW, spending the $40,000+ on tuition and books, it gives you a sense of entitlement, which I've heard isn't uncommon in Generation Y. I know that after what I've been through, I feel accomplished, I feel that I worked hard for my reputation, and while I shouldn't be entitled to things for free, I should be treated with a greater level of respect as someone who got a degree in a school requiring a 95+ average to get into than the guy who went to a school requiring a 70+ to get in; I also feel like I can scoff at those institutions that offer educations advertised in cheesy commercials (which may or may not include tv/vcr repair). So how am I to feel when suddenly the logo that represents my feelings, my reward for my hardships, my educational legacy, and the level of respect I deserve, is transformed into something that would fit on the library shelf between DeVry and ITT Tech? I don't want to sound like an asshole who doesn't respect other people who took different paths than I did, or who didn't have high enough grades, because we all know that it doesn't really matter, but I do want to be associated with the brand I spent blood, sweat, tears and 5 years for and the perks that come with it.
Of course people will probably still realize that UW is one of the best, that it is an incredibly hard school and it's grads are war vets ready for taking on the world, but I don't think that message is clear, I think the signals get mixed with they see a capital W full of Lasers. UW shouldn't need to instill that kind of imagery with their logo, it should be doing it already, and if it's not, that I don't think the logo is the issue, I think it's something a bit deeper. Who tends to use the most trendy and imagery instilling of logos in the education field? Probably those who are trying to catch attention and attract people who like cool fast looking laser beams, thinking, holy crap, it's gotta be good if looks somehow futuristic! (They'll be disappointed when they realize it's just the cover art for the Math137 textbook).
Lasers, like robots, aren't the first thing that make me think of the future, especially when they've been talked about for longer than my parents have been alive and actually exist today.
What about all those people who have already graduated and are living off their reputations? Do they really want that changed on them? I sure as hell don't, and I only graduated last year! Suffice to say, I don't know if I'll be giving any donations when they decide to start calling me each year.
Perhaps kids are different now, and they want that flashy logo to attract them. Perhaps this is why Pepsi changed their branding and style? I can't stand the new Pepsi branding and I'm a Pepsi guy.
Some end notes:
Here's a hilarious video about UW Logogate.
If you do watch that video on Facebook from the administration explaining their process, be prepared for something incredibly dry, boring and slow. For a potentially exciting process, the speaker seems not excited at all and she sounds like she is reading out of a text book. I like to associate UW with passion, but there doesn't feel to be any in this process.
I also agree with the tweet from Jesse Rodgers here
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