wireless
Customer experience and the golden rule
Monday, September 10th, 2007Two quick notes on customer experience and the iPhone.
First, it seemed Apple was a bit surprised when people who bought iPhones just two months ago got upset at Apple’s $200 reduction in price. Jobs has offered $100 in rebates to each of those customers.
That story doesn’t bother me too much. Early adopters are mostly aware [...]
Let go of your unprofitable customers
Wednesday, July 25th, 2007I meant to pipe up on this story a while ago when I first read about Sprint’s decision to drop customers who called their customer service lines too much. Now I’m seeing it reported again by another source, and with greater depth and perspective. So maybe it’s time to talk about this.
I completely support Sprint’s [...]
Spotting the story, and using it
Tuesday, July 10th, 2007The lead headline (in a FierceWireless email referring to a Washington Post story) announced: “Kids’ summer day calling increases by an hour.”
That’s the kind of “duh” headline that can give market research a questionable reputation (that, and the dinner hour phone calls, not to mention the sales-disguised-as-research common to political party mailings). The “well I [...]
“Kids want cool phones”
Monday, May 7th, 2007FierceWireless today reports on a study showing that even little kids, ages 5 to 9, want cool cell phones. And why not? The report says these discriminating little consumers do not want phones that are “baby-ish” in design. Of course not! A five-year-old is not a baby. And any three-year-old will be happy to tell [...]
Lighten up: small is sexy
Thursday, May 3rd, 2007Seems Americans are ready to lighten up. On the technology side, that is. Which reminds me of a story I read in Metropolitan Diary years ago. Two guys were overheard talking in an elevator. They were exchanging workout stories: how many pounds they could bench-press, how much they could lift without a struggle.
Then the conversation [...]
Big catalogs for tiny gadgets
Wednesday, April 18th, 2007There’s a Best Buy Mobile store on Broadway, a little south of Zabar’s. Outside the store is a plastic container of large catalogs: a buyer’s guide to choosing one’s cell phone.I picked one up. It struck me as funny, a forty-eight page large glossy catalog for selecting tiny gadgets. In reference to yesterday’s comment (below) [...]