A Customer Experience Story (Part 2)

So I got the new Macbook Air - the totally decked out version. This was half a functional decision and the other half totally irrational (as with all of our purchases).

Following up on my last post, where my supposedly "fixed" macbook air decided to black out on me again after I replaced its hard drive for two hundred dollars plus, I called and left a message where I worked hard to repress my frustration.

I got a call early in the morning, before their store opened at Richmond Centre, from their business manager. I am going to mention her name here because I am going to give her props here for handling my anger so well. She told me that she had received my message, was sorry about my "loss", and understood that I needed to get my computer fixed right away. She booked me in for the first appointment time available at the genius bar and I told her I would be there.

I was down with a cold that morning so I had to groggily pull myself out of bed, get dressed, put on my glasses (which I rarely ever wear in public), and dragged myself over to Richmond Centre. 

I was like a woman on a mission beelining into the store and headed straight for the genius bar at the back. "I am here to see Christine, she booked in me in for an appointment." 

The helper with an iPad called for her via iPad (at least that's what I think happened) and she showed up, we shook hands, and I proceeded with throwing a fit. It went something like me wanting to throw my computer against the wall when it shut down on me again after I was told that it was fixed. OK, that was the only "angry" comment that I made and then having someone immediately attend to my broken computer and saying they understood my pain suddenly made me feel better. Let's face it, as customers, we all just want a little genuine lovin' from these companies.

I told Brody (who was the genius who was going to fix my computer) and Christine that I did need another new computer given that I can't go into meetings with a computer that may die on me any second. We went around and I got to take a look at the new Macbook Air models (11" and 13") and even the new Macbook Pros. Considering that I needed my computer to handle mostly web surfing, word processing and simple photo rendering tasks, the Macbook Air would be more than sufficient. Seriously, with 4GB ram and 280 GB storage I think I am good to go.

Of course they also credited me for the amount that I spent the day before trying to fix my old computer. That made me feel better because I felt that they were fair with me. That's all it takes to satisfy a customer, don't try to rip us off. A lot of you might ask why I decided to buy another Mac, and I will tell you the reasoning is threefold.

1. Functionality wise I have tried out many different laptop brands, including Fujitsu, Acer, HP, Toshiba and Mac. My Mac never got the blue screen of death and didn't have constant crashes happening. Plus, the system is just so user friendly. Even small things like searching for a file on my computer is 100 times faster. Have you tried searching for a file on a PC? WOW, it really seems like there is somebody inside the computer slowly going through the folders.
2. They have been SO good with servicing broken stuff on my Macbook Air. Last time the little piece that held my laptop screen and the keyboard together broke off a little bit and they replaced my ENTIRE SCREEN for FREE - I was not under applecare and they helped me simply out of the goodness of their heart (at least this is how it appeared to me). Even when they replaced my hard drive they reduced their labor charge down to $39 from $159. 
3. Again, totally irrational. This is what customer purchases are like. We buy things that makes us feel good. I know I bought the Macbook Air because it is the thinnest laptop in the world - which really makes me feel quite awesome. My feet will also thank me because I am not lugging around a 10-pound IBM.

I would say that Mac has redeemed itself in this customer experience story. Wouldn't you?

A Customer Service Experience Story

It happened this morning when I woke up.

My Macbook Air had mysteriously put itself to sleep, or rather, turned itself off entirely, refusing to start.

I did not freak out because of a data loss, since everything important had already been backed up, but I needed my computer to work on things, and not being able to work on things when I want to drives me insane. I booked an appointment to bring my laptop in to the Apple store to get it checked out.

I show up on time, and a 'genius' diagnoses my laptop and tells me that the hard drive is fried. I ask whether I could fix it and the genius states that it can be done and it will last me another 2 years (looking back at the conversation now I really, really should have recorded it). Since I trusted the brand, the technical expertise of their geniuses, I agreed to replace my hard drive for two hundred dollars.

I was more than overjoyed when they called me later in the day to tell me that it had already been done - I seriously thought this was impressive, considering how all other electronics dealers would take days to fix something. I happily paid for and retrieved my laptop, carrying it back home and tried it out. I left my computer on and idle for half an hour while I had something to eat.

Seating myself back at my work desk after dinner, I fiddled with the keyboard and found that my computer had fallen asleep again. I shut it down and tried to restart it but to my horror, it failed to boot again.

This meant that the 'genius' had made a recommendation, made me spend two hundred dollars, gave me false hope that my computer is going to last me another two years, and very frustrated that I am still dealing with a problem that should have been resolved.

Despite having a great brand, strong customer following and supposedly a technical team that is extremely qualified to handle issues like mine, I am disappointed this time. I hope Apple will show me tomorrow, when I bring my computer back in, that they can treat me right as a customer, because this really hurt the trust I had in their brand. It really did.

A LARGE audience doesn't equate to a captive audience

First off, it's been a long, long time since I've posted and I might even consider myself a bit rusty, so bear with me.

I recently started to use Twitter to promote for a hobby website of mine that I started on the side.  It's totally unrelated to the finance industry so I won't go into detail about it. The point of this post is to discuss the use of Twitter.

I have noticed the majority of people on Twitter have the following things in common:

1. They rarely generate their own content, they are "retweeting" other people's content (this can be done by a "bot", so the person isn't even manually checking for what they retweet);
2. They follow hundreds, if not thousands of people in hopes that those people would follow them back;
3. If those people do not follow them back, they can have their Twitter settings set up so that they automatically "unfollow" those people.

Judging by the above set of prevalent behaviors in the Twitter community, I would believe that close to 90% of your followers aren't even paying attention to your tweets. What are the implications of this to businesses that are hoping to use Twitter to mass distribute their company news, events, etc?

1. You don't have a captive audience - less than 10% are actually listening;
2. You have followers because you are also following thousands of people who feel like they should reciprocate by following you back but not necessarily follow your news;
3. When spending money on platforms like Twitter and Facebook, make sure it makes sense for you; this means you KNOW your target audience is there and that they will also be receptive and responsive to your ads through those channels - or you might get better results by throwing money from the top of a building and courting passerby with your product as they scramble to pick up free money.
4. This doesn't apply to well-known brands and celebrities because their fans are crazy about them and can be considered a captive audience.

It seems like everyone is crazy about using social media to advertise, but if you audience isn't listening, or not even relevant to your product (as in they won't use it!) then why are you throwing away money? 

Winners Don't Quit (Part 2)

Since my post on Winners Don't Quit a couple days ago I've gotten quite a few emails asking whether I'm OK and what's going on. 

My only response at this time is that I"m handling the change in the business quite well and actually love the fact that we'll be able to reconnect with our roots and original goals of Changing Exchanging for the better.  I'm really living the entrepreneurial life, with things changing constantly.  After a few years doing this you no longer worry too much about tomorrow, because you never know what's going to happen tomorrow!  It's great to have an idea of what you would LIKE to see, but 100% of the time it turns out to be not what you expected...which is PERFECT because it means every day you're creating something on the fly.

That being said - we're in the midst of switching gears...so stay tuned.

So I say...bring it on industry!

We're not about to be stopped yet...not. just. yet.

PS.  For those of you that cared enough to send me an email, phone call of encouragement - this is another reason why I continue to fight to make things happen - because of my great support network!