Archive for the 'phone' Category

underdog push

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I read a post over at engadget a couple weeks ago on a push email client called emoze. (Click here for the post) I don’t currently receive email on my cell phone, although free push email such as emoze certainly makes me think twice about it.

This post is not about the ability of emoze, or even that it’s free. Very interesting ideas, but this blog is mostly about, marketing. So this post will be about, their marketing at CTIA.

Check out the poster below:

emoze went head-to-head (back-to-back as the poster says) with BlackBerry in a wireless showdown. Wow! What a great idea. It’s great for a couple reasons:

  • it’s interesting idea that connects us to years of yore
  • if they lose the competition, they still get their name out
  • if they win, they have beaten the dominant mobile email service provider, that’s like beating Kleenex at being a tissue!
  • if BlackBerry had said no, or didn’t show up it could cause even more stir!
  • They’ve got nothing to lose, so they fully embraced the adage, of “go big or go home”

It creates a fun story that people can tell. I wasn’t at the event so I’m not sure how hyped up they made it. But I can only imagine the performance possibilities. I can just see people walking by and saying, “what in the world is going on over there?” Then taking out their BlackBerry and telling a bunch of people about the event they just witnessed.

It also creates an emotional bond. We want someone to win, and if we have a BlackBerry we’ll probably be rooting for them…but I’m sure many people that hate Microsoft also hate RIM for their total dominance in market and would love to see them lose, even in a little showdown like this.

I think it’s a good idea. It makes me wonder how I can do something similar?

What about you, can you do something like this?

Oh by the way…..emoze won.

have a great day!

What an experience

I just got off the phone with a customer service rep. Now, prepared to be shocked.

IT WAS THE BEST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD.

Yes, it was that good. I’ve been searching around for a new bank account and a friend mentioned ING Direct. It turns out they offer 4.5% APY on savings accounts, which is a lot better then what I was getting at US Bank. What’s important here was the service. I was trying to set my new account up with my direct deposit and I just couldn’t find the information I needed online. (I know it’s there too because I’ve seen it before, so frustrating)

So as a latch ditch effort I called the 1800INGDIRECT (1-800-464-94198[2]) and was anticipating being on the phone for 15 minutes or so before I was helped, or at the minimum legions of menus for me to go through so could “route my call to the correct representative”. The phone rang once, and then a very cherry voice greeted me and thanked me for calling and asked what she could help me with. ONE RING (that alone blew my mind) I asked my question and she took verified that I was a customer which is normally pretty boring and long but she was very quick and friendly about walking me through the correct steps. What impressed me the most, was not her friendliness (although important), nor her efficiency (though she was) it was the fact she was human. Yep, human. She didn’t sound like she was part of a scripted process, she even mentioned that a lot of people call in to get the information I was requesting. In making the process real, in responding like a person, I felt like one when I was done. She was pleasant to work with, and it was a great experience. I won’t hesitate to call back. You shouldn’t either.

So this begs the question, what are the crucial elements to great customer service?

Have a great day everyone.


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