Sandlines

Since my last post, two key things that combine to lead to this post:

• I bought an iPhone (perhaps not earth-shattering news)
• I’ve been travelling an indecent amount

And guess what? I found myself using the internet en route far more than is normal, even for me. I found myself playing some time-eating games, listening to some music, keeping up with my emails, talking to friends, family and business contacts… all far more than even I did on my previous (extensive) roster of smartphones, PDA’s and laptops.

Apple just have a knack with usability that other manufacturers are miles off matching. I used to like the ability to surf the web on the move – now, for the first time, it’s actually a pleasure to do so.

I’ve always argued that Apple are the best in the business for their marketing and ability to create a ‘wow-factor’. But also that they are rarely actually the best machines (and almost never the best-priced equipment). I think the iPhone ticks all the boxes (well, except best-priced).

Guess I just joined the herd.

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G1 vs Jesus-phone

Ah, the mighty battle between T-Mobile’s G1 and Apple’s jesus-phone.

Yesterday morning (having finally made a decision between them) I took delivery of the G1. Tomorrow they’re coming to take it away again.

Now don’t get me wrong: there’s a lot to love about the G1 – but it’s all about the Android platform. The problem is the hardware: there are just too many niggles there to let me feel I’ll be able to stand 18 months of this phone.

Matters came to a head when I had to call T-Mobile’s (excellent) customer service centre… and met with the typical “press 1 for…” numeric menu.

To do this on the G1, you have to take the phone away from your ear, open the keyboard and then hit the appropriate key. Madness!!!

I think Android will win through in the end: it’s early stage, but the interface is intuitive, adaptable, amazingly flexible, powerful and very fast. But it’s a genie trapped in a cracked bottle.

The App Store (Android Market) is a delight to use – even better than the iTunes App Store – and will (I firmly believe) win out when the depth of apps swells to fill it, as it has over at Apple.

Meanwhile, as Martina King, then MD of Yahoo! UK & Ireland, once said to me: “A phone needs just one killer app: it needs to make calls.” Both the G1 and the vast range of windows mobile phones appear not to have picked up on that yet.

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"The web organized for you"

Sandlines is slightly green (like Kosmix’s brand colours) to learn that said new search ‘explore’ engine has secured a further $20m funding, led by Time Warner. Not bad in the current funding environment.

Kosmix, for those who’ve not come across it before, is a new launch, currently in “beta-ish”, that seeks to provide inspiration, for want of a better term, for people entering search terms who aren’t looking for a specific answer, but want something less precise.

So the results pages throw up a range of sourced answers, coming from places like Yahoo Buzz, Yahoo Answers, news sources, Google search results, ebay, Amazon, Hulu… a pretty broad spectrum.

Click to go to search results on Kosmix

I checked out a Google phone ‘explore’ to see what I might find – the results are quite interesting. In many ways reminiscent of Google’s own ‘Universal Search’ project, I’m not (yet) convinced that this adds anything beyond the current web capabilities. But people are fickle folk and I don’t believe Google’s near-monopoly on search is invincible or permanent.

Of course, at the moment a lot of the results are very US centric. Hulu’s inclusion (inevitable given the funding) is of course a US only answer at the moment, and the early news feeds are very US-centric. I’ll be trying to get a view from some of my trans-atlantic pals about what their thoughts on it are.

Meanwhile, if you’re interested in the future of search and the potential for where Web 3.0 might go, you should have a play. The only thing I ask is – please let us know what you think back here on Sandlines!

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So today is the day – have you got your mouse and your online credit card handy? Apparently every other Brit has.

James Roper – the big cheese over at IMRG - has been garnering masses of (print, broadcast and online) column inches about how, despite the downturn, online retail continues to grow at a pace that will leave other channels (i.e. bricks and mortar) green with envy.

Last week, Monday broke the record for online sales in the UK in a single day. But today will (we’re told) be even bigger.

It seems that online retail is expected to grow 20% this year, compared to 40% or so in previous years. Not bad given the flat to downright messy expectations in the High Street.

Happy shopping – I look forward to the figures!

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So it seems that there are plenty of people out there who care about customer service. Please, someone tell the companies who are cutting back on this function as times get tough.

Thanks to e-Consultancy

I read an excellent report over on e-consultancy this week about Customer Engagement.

It seems that an ‘engaged customer’ is more likely to:

• recommend a company’s products or services
• convert more readily
• purchase readily
• stay loyal

Those would seem to be ‘good’ things to aim for, wouldn’t you think? Well, the panel agreed. Only 1% of the companies questioned felt that Customer Engagement was ‘not important’, while 87% described it as ‘important’ on ‘essential’.

At the same time, only 55% of companies surveyed said that they had a defined ‘customer engagement strategy’. More worringly, about half said ‘No’ when asked whether the worsening economic situation has encourage them to place more emphasis on customer engagement.

As Jim Sterne (Chairman of the Web Analytics Association) pithily puts it: “We know the house is burning, we just can’t be bothered to call the fire brigade.”

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It's good to talk...

Updating my previous entry, I’ve just received an email from Vodafone apologising (just five days after the original complaint and after several phone calls and emails have gone between us) for their treatment of me as a cusotmer. A good starting point.

The only concession to my concerns, however, is a one-line assurance that they do value me as a customer… quickly followed by an invitation to complete a survey on my customer survey experience.

I will direct them to an earlier post on that subject…

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Bye Bye Voda?

Maybe I’m just becoming (an even grumpier) grumpy old man, but one of the things I’ve noticed as we’ve talked ourselves into recession is a steep decline in customer service.

Why is this? Some thoughts:

• as companies are becoming stressed about their future, they are giving less thought to ensuring their customers feel valued
• as staff feel their jobs are less secure, their discontent shows in the way they handle all types of customer interaction
• as I spend my money as a customer, I feel companies (and their staff) should be more grateful that I’m still spending

I don’t have any hard data to back this up, but I can relate something anecdotally.

Vodafone, my mobile service provider, have been a company I’ve unhesitatingly recommended to friends and family. I know of a few people who’ve switched to them on the basis of my enthusiastic endorsement of their customer service.

As well as my mobile phone account (with very healthy ARPU) I also bought a mobile broadband connection – which I’ve subsequently passed on to a colleague who is using it (and paying for it) in my place. We couldn’t do this formally as he is an ex-pat american, and has no credit history here. So far so good.

Except that last week Vodafone suspended my mobile phone. Why? Because the payment for the mobile broadband was overdue… by TWO DAYS. No warning, just frustration as a result of a very modest oversight.

I suspect their reaction would have been more in proportion had this happened a few months ago. But, with my contract just two months from renewal date, I feel the other networks beckoning.

I’ve seen this type of corporate response in various ways over the past few weeks (though not as dramatic) from larger companies.

Interestingly, the smaller businesses I deal with (personally and professionally) seem to be a very different story – and I believe this is an opportunity smaller businesses can seize – to show customers what great service really is, and win market share on the back of it.

Here’s hoping.

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