Dust Hampers the Decision

First, let me state this: I really like Target. Beyond the fact they are Minnesota-based, Target consistently provides a clean, pleasant shopping experience not found in its competitors. As a bonus, there's always a bit of style thrown in.

But, as with any good relationship, they do have a few flaws. (I've written about them here and here.) While these don't fully jeopardize our bond, each of these experiences slowly chips away at my heretofore unwavering enthusiasm for the Target brand. (Don't even get me started on their new "Up & Up" house brand launched last fall…)


My latest encounter with discomfort and disappointment with Target was earlier this month. I was shopping for a water purifier/dispenser; an existing one no longer worked well in a new refrigerator. Off to Target I went.

Arriving in the aisle with water purifiers, I was astounded to see this:


Nearly the full collection of water purifiers -- pitchers, dispensers, etc. halfway down the aisle -- were covered in dust. We're not talking about wee flecks here. The boxes and display samples had a serious layer of dust. This photo truly does not do it justice, but you get the idea.

This is someone might expect to see in the old hardware store around the corner. But a major retailer?! Target?!!

To make matters worse, these were water purifiers. Dust, grime, finger prints -- not things one wants to associate with pure, fresh drinking water.

In disbelieve, I wandered off to browse across the store in Electronics. Imagine my surprise to see another set of dusty product boxes:



With the number of employees roaming a Target store morning, noon, and night, I cannot believe these messes would go unnoticed. Target, without a doubt, has high standards. Perhaps, however, their employees aren't universally attuned to notice these details.

In the end, sure, I bought the water dispenser from Target. But I've also told several people about the experience and now share it publicly with a larger audience.

These details matter.


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Kindle for iPhone (+ rejoice re: pricing)

Relating to my last post about Christopher McDougall's outstanding book, Born to Run, just wanted to put in a good word for the method I used to read it.

I actually began the book the good ol' fashioned way -- reading a library copy. Unfortunately, as is often the case, my reading pace didn't match the three-week checkout limit or the waiting list of other eager readers; renewal was not an option.

When it had to go back to the library, I was only about one-third of the way through -- deep enough to be really engaged. My options were weighed:

A. Go to a bookstore and pay full retail price

B. Try my favorite bookstore, Half Price Books, if they had it

C. Explore yet other options

It was late at night, stores were closed, and I needed it NOW. So more immediate choices were considered: via Apple's iTunes Store [iTunes link], an audio version could be had for $23.95. The thought of wading through a long audio version to find my spot, reference in the future, or cuddle up with, didn't address my urgent need.

Just then, another option came to mind: the Amazon Kindle.

No, I don't own one. The $259 price tag is still a little steep for my taste.

A surprisingly pleasant read using the Kindle for iPhone app

A few months ago, I had gotten the free Kindle for iPhone application [review via CNET]. This ended up being an extremely satisfying way of reading: it is always with me, I can make annotations and highlights as I go, and it is surprisingly pleasant to read.

But the best part was the price: just $9.99. That compares with a $25 cover price or $14.50 for the book via Amazon. And it arrived instantly -- I was delighted!

If you have an iPhone -- or deep pockets for the Kindle itself -- this method is HIGHLY RECOMMENDED. Check out the Kindle Store, including their selection of free books.

This is the way book (and music and video) pricing should work. A digital version of a work requires none of the physical materials or production costs of a traditional book, CD, or DVD. [Sure, I understand that there is production involved; but come on -- it doesn't compare to the overhead of CD cases, printing presses, paper, etc.]

Thank you, Amazon, for recognizing this and building a great infrastructure for the next generation of reading.

Customer Point of View #2

So-Called Customer Loyalty

After a fairly long (both literally and figuratively) post on sales receipts, here's a much shorter rant...

As you checkout at nearly every retail store these days, one is asked, "Are you a ____ [insert 'loyalty program' name] member?"

Careful -- it's a trap.

If you say, "No", they'll start pouring on the sales job; sometimes it even has a credit card offer involved.

If you say, "Yes, but I don't have my card with me", they'll ask for your phone number, name, or other personal info. Who wants to go there?!

My recommendation: just say something like, "No, I'm not interested."

I don't know about you, but this always creates a moment of stress, tension -- even resentment. I JUST WANT TO PAY YOU FOR WHAT I BOUGHT; otherwise, leave me alone!!!

Do businesses REALLY think these "rewards" or "loyalty" programs -- carrying their card around or risk being accosted at checkout -- equals true engagement or loyalty?!

Instead, I'd love to see these businesses, rather than demanding my "loyalty", show their commitment to me; several examples include:

1. Get me engaged, rather than causing me discomfort
2. Remember my name/face/shopping habits
3. Recommend products and services that meet my needs, not those they're trying to push

Or, as suggested in my previous post, just say, "Thank you", make me feel valued and important -- and mean it.

That would make me want to come back. And maybe even tell others.

One of my favorite retailers, Trader Joe's, does these things authentically and effectively. The "biggies" such as my local Target or Cub (our local big grocery chain), do not.

Guess where I go most often and spend more of my food dollars?

Customer Point of View, #1

What's With Those #%$&@ Receipts?!

There's a trend you may have noticed over the past couple years when ending a retail shopping experience: mile-long sales receipts.

I think it first started with the automatically-generated coupons at grocery stores. Now this, I can somewhat understand and support. The coupons created by this system relate, at least remotely, to my purchases: if I bought a large container of vanilla yogurt, I might receive $1 off my next purchase of a different brand of yogurt, etc.

What does get my goat [is that phrase used anymore?], however, is a foot-long receipt with all kinds of useless, store-centered junk on it. This descriptor -- "foot long" -- is no exaggeration for a receipt I recently received at Staples:

A quick inventory of the information provided in this marathon receipt:

- Store name/logo

- Tag line

- Address/phone

- Date/time

- Customer satisfaction survey solicitation

- Product purchase info

+ Another 2.6 inches of plugs, promos, and bar code

Here's another example, this time from Borders.

[A BRIEF ASIDE: I know, I know. An earlier blog post -- specifically about an extremely disappointing experience at a local Borders -- stated that I would not go back. Ever. I've held true to this vow, having not returned to that specific store. In fact, this pile-o-receipts comes from another Borders; and the shopping was on behalf of my daughter. I still avoid Borders when possible. This next example supports that feeling.]

Borders bookstore, rather than presenting lengthy receipts, prefers a small pile of receipt paper:

Here, the breakdown is a little more clear:

- One receipt slip for, well, the receipt

- Another for their version of the customer sat. survey

- And a third devoted to a product and in-store promo

I see what the retailers are trying to do with these. Receipt paper is cheap, and each inch provides a fresh surface for a marketing message.

But have they ever considered how it feels to a customer?

1. They're Tedious

These receipts, once folded, become an annoying pile of paper, stretching a wallet to its limits. Also think about this point in the transaction: we're putting away our wallet, credit or debit card, checkbook, whatever. We're also thinking about the logistics ahead -- grabbing our bags/cart, finding the car keys, etc., and they hand over this long paper banner that requires folding, tucking away, stuffing into a bag or wallet. AND you want me to complete an online survey?!! Feels like a hassle to me.

2. They're Wasteful

In an era when we are becoming "green" conscious, giving a foot-long receipt -- when a 4-inch one will do -- is excessive. Whenever possible, I give any unnecessary pieces or portions back to the cashier. Whether they listen or not, consider this my tiny protest.

3. They're Self-Centered

Nearly always, the messaging crammed into these narrow lengths of thermal paper is all about the store/brand and has nothing -- absolutely nothing -- to do with the customer.

4. They're Remembered

Handing a receipt to a customer is typically the last human act that happens to us before leaving the store. Is that hassle outlined above how the store/brand wants to be remembered?

Solution?

Buried in the ginormous Staples receipt was this simple message, written in the shouting language of ALL CAPS:

THANK YOU FOR SHOPPING AT STAPLES !

That, alone, would have been nice.

For more insight on this phenomenon, check out these resources:

Tale of the Tape: Retailers Take Receipts to Great Lengths

Wall Street Journal

http://online.wsj.com/article/SB125175363135673825.html

Toothpaste Purchase Results In 3-foot Long Receipt

The Consumerist

http://consumerist.com/5301230/toothpaste-purchase-results-in-3+foot-long-receipt

[Gotta love their doggy measurement standard...]

Netflix, I Really Like You, but...

Dear Netflix,

We've been together now for nearly two years.

Sure, we've had our moments... Remember your outage back in May? I was trying to watch you online and you weren't available.

Hey, I realize these things happen. Then the next day, you wrote to say you were sorry:

"We are sorry for the inconvenience this may have caused. If you were unable to watch a movie or TV show last night due to the technical issues on the website, please click the link below, and we will apply a 2% credit to your next billing statement."

Still not sure how I felt about that. At the time, I was on the 2 DVDs out at-a-time plan for $13.99. 2% comes out to 28 cents. 28 CENTS? That's it?! That's what our relationship is worth to you?

Okay, okay, I'm still a bit sore. But I digress...

Admittedly, we've had a lot of great times. Without you, I would have never known about MI-5 ("Spooks" in the UK) or seen Arrested Development. You've found me some really great obscure films; and given me the chance to revisit some of my all-time favorites.

You're great. Really. I really, really like you.

But then, you keep doing this:

POP-UNDER ads? What are you thinking?!

First -- don't know if you realize this -- I AM ALREADY A CUSTOMER!!!!!!!

Second -- about the mailers you keep sending -- I AM ALREADY A CUSTOMER!!!!!!!

But pop-under ads?! Really???? That's so 1999.

Why??! And you know I have the "Block Pop-Up Windows" option checked in my Web browser. Each time that happens, ever so slowly, it chips away at the relationship we built.

And I even use this computer to play your "Watch Instantly" movies. Don't your cookies catch this? It's beginning to made me think you really don't care.

Maybe it's best that we don't see each other for a while.

Oh, The Things We Tolerate

Just yesterday, in two separate conversations, people told me about products or services they hate.

"Hate" -- that was the precise language used. Not "dislike." Not "mildly irked." HATE. Now, that's a strong emotion.

The first instance, in a discussion about healthcare, a gentleman told me that he hated his medical plan/provider. (No names here, but I have to concur about my health plan too. And I'll bet many others would say the same about theirs.)

A bit later in the day, a colleague talking about her fairly new laptop stated, "I hate this computer!" Her computer, from a top name PC brand, has been a constant thorn in her side: screen problems, keyboard problems, printer problems, etc. Follow-ups to the company often led to greater frustration.

Thinking of brands or experiences I hate, really hate, a few come to mine as well. I'll bet you can think of a few too.

What does a business, organization, service, etc. have to do to bring about this emotional reaction from its customers?! Think about it -- customers. These are the people that pay the bills, support the owners'/shareholders' livelihood. I may be going out on a limb here, but that probably is neither a competitive or sustainable business model.

On the other side of the coin, what about brands we adore? I mean really love.

I could name at least a handful for myself with Apple, MINI Cooper, and Trader Joe's included.

Sure, each of these has upset me from time-to-time. But I keep going back. In fact, not a week goes by without me evangelizing for one or more of these brands... Someone asks me for my opinion on computers? I'm all about Apple. Parking my car, people often ask about my Clubman, "How do you like your car?" Often they're sorry they asked; I give them a sermon on the virtues of MINI Cooper with the prevailing notion, "I love it!"

Perhaps one of the positive results of this current economy (I also despise terms like, "during these tough times", etc.) will be the weeding out of businesses that don't understand this notion of building their business around the needs and desires of their customer. Same goes with those that don't fully understand their employees. It will be the ones that customers -- and employees -- love that will be best prepared for the future.

In the meantime, it's just smart business.

UPDATE (July 9, 2009) - Fresh off the press... the current issue of Knowledge@Wharton has an article closely relating to this post:

Getting to 'Wow': Consumers Describe What Makes a Great Shopping Experience

"New Wharton research finds that 35% of shoppers have had an extraordinary -- or "wow" -- retail experience in the past six months. But in order to hit that mark, retailers must deliver on as many as 10 different elements of the shopping experience simultaneously. Among the strongest drivers of customer loyalty: brand experience, courteous employees and knowledgeable salespeople. Expediting the shopping process ranked high, too."

Link http://knowledge.wharton.upenn.edu/article/2275.cfm

A Favorite Brand Lets Me Down

Has a favorite brand, product, or service ever left you feeling disappointed?

After years of waiting, one of my favorite brands just became more accessible -- a new Trader Joe's has just opened a mere 3.5 miles from my home in Saint Paul, Minnesota.

I've loved this brand since first discovering them in Southern California about two decades ago. Their selection of quality domestic and imported food, extremely competitive prices, and an engaging customer experience puts them near the very top of my personal loyalty list.

In anticipation of this opening, I've been reading the Len Lewis profile on this distinctive grocer, The Trader Joe's Adventure: Turning A Unique Approach to Business into a Retail and Cultural Phenomenon. [see Excerpts via Google Books]

It's a fascinating read that confirms much of what I've suspected/observed as a customer. The book reveals a very purposeful vision and strategy -- one that created a differentiated business model unrivaled for over four decades.

But I digress.

So, on opening day, we head out to the very newest Trader Joe's in the world. I'm excited -- about to take on a new Trader Joe's adventure...

The underground parking provides hints of the trademarked tropical experience to come

TJ orchid, localized to Saint Paul, Minnesota

Cool -- vintage suitcases just inside the entrance enhance and confirm the exotic adventure

More localization -- a mural of Saint Paul's Como Park; Hey! That's not exotic!! (though the conservatory pictured does house tropical plants...)

Now this is the kind of whimsy I expect

A mural featuring what are, recognizably, a variety of Saint Paul-style houses

Above the dairy section, a mural of the downtown Saint Paul skyline and Mississippi River; note the bicycle -- one of several displayed above refrigerated cases

For some reason, the longer I was in the store, the less connected I felt to the Trader Joe's mystique. It took a little while to figure out why...

This isn't the exotic adventure one expects from Trader Joe's. Surrounded with images of Minnesota -- not some far-off tropical island -- it feels like an ordinary grocery store. Sure, there are the unique products only Trader Joe's offers, all at great prices. This is, after all, my logical reason for coming back time and time again. But that isn't the reason thousands of fanatical customers like myself line up at grand openings, rave to friends, and have joined the cult.

I expect -- and am stimulated and excited by -- the breeze of the trade winds, not a Minnesota wind chill; surfboards and flip-flops, not a classic Schwinn bike; palm or coconut trees, not northern pines. The casual, beach-side cedar-planked walls -- while some exist -- have been largely replaced with light yellow-painted sheet rock and these all-too-familiar murals.

For that experience, I can go to a Twin Cities-based grocer (and I often do).

A number of years ago, I recall Boston Market taking on a similar localization strategy. They too had murals on their wall. I forget the exact details, but remember tomato crates with "St. Paul" labeled as a destination. For that brand, localization made sense -- "Boston" is in their name, and here they were, plopping down in a far different city. (Since then, Boston Market has considerably scaled back its operations in Minnesota.)

But Trader Joe's doesn't need to do this. They are not local -- that is clear -- and they should not be. They are exotic, equatorial, different.

A Twitter Rant

Maybe it's because I'm an aging fuddy-duddy, but I don't get Twitter.

There, I said it.

This mockumentary from Slate, expresses what I feel is the absurdity of Twitter, by imagining an even more streamlined blogging tool, "Flutter", or the next next generation, "Shutter":

But perhaps an even more biting critique of Twitter comes via Current TV:

So, what's my beef?

Actually, there are two.

First, while I understand (and believe me, empathize with) the convenience of blog entries with 140 characters or less, who wants to follow dozens of entries like: "I'm eating lunch right now." Who's got time?!

[And don't even get me started on "celebrity Tweets"...]

Second, do companies and brands really need yet another digital channel with which to reach their groupies?

There are Web sites, enewsletters, YouTube, Facebook, MySpace, Friendster, and many, many more. Who's got time?!

I do realize that Twitter's the newest thing, dominating headlines, magazine covers, blog discussion, etc.

But my feeling is that it is definitely a trend. In fact, I predict that Twitter will be largely forgotten in 18 months.

Okay -- now my prediction's digitally etched onto the Web. Check back with me in a year or two. I'll either be gloating or eating crow.

Thoughts?

UPDATE: The FlowingData blog has a cool entry from March 2008:

17 Ways to Visualize the Twitter Universe | Link

Airlines AND Comcast Customer Satisfaction Up -- What gives?

You may have seen articles over the past few days about improved customer satisfaction scores for both the airline industry AND Comcast. Two industries many love to hate.

Let's look at each of these in a bit more detail.

AIRLINES

Fliers say airlines' service has gotten better

USA Today | Link

"Despite extra fees for everything from luggage to lunch, passenger satisfaction with airlines went up for the first time in six years, according to a consumer survey released Tuesday.

The airline business scored 64 out of 100 in the first quarter of this year, a 3.2% increase over the same period a year ago, according to the American Customer Satisfaction Index, which randomly surveyed thousands of consumers across the U.S. Major carriers saw improved scores, or at least no decline.

But don't uncork the champagne just yet."

My assessment as a fairly frequent flyer over the past few years on multiple airlines...

A combination of airline layoffs and fewer passengers has led to a greater focus -- albeit minimal -- on the customer. But there's much, much room for improvement.

Your thoughts?

COMCAST

This is company I have had an ongoing love/hate relationship with for many years -- through the its evolution from the MediaOne era, then AT&T, back to MediaOne and, eventually, Comcast.

How have they pissed me off? Ah, let me count the ways:

• > A couple years ago, chatting with a Comcast employee at a party, I discovered that my cable modem was horribly outdated. Why didn't they let me know?! I pay a monthly fee for the privilege of having this modem! It took a few phone calls and actually going down to the Comcast offices to get a new, speedier one. Now, two years later, I wonder if I'm using the most up-to-date modem...
• > With the advent of digital cable, I bought a small, cheap digital antenna. It ended up pulling in about 20-30 channels over the airwaves -- all for free. "Great," I thought, "I can give up cable TV." With a call to Comcast, I discovered it would actually cost MORE to drop cable TV and do only broadband.
• > The implementation of Monthly data caps
• > Confusion, confusion, confusion - what, exactly, is the difference between "Basic Cable", "Basic 2 Cable", "Digital Starter", "Digital Classic", etc.?! Also, part of our "basic" service includes multiple shopping channels, the Golf Channel, and others I will never, ever, in-a-million-years, watch. Instead, I would gladly pay for just the channels I want -- Hell, I'd even pay more.

On the love-side of the equation, no one -- at least for the moment -- beats their broadband service. And it's enabling me to ween myself off of TV altogether. Instead, I watch my TV and movies online, on demand: The Daily Show, The Colbert Report, network shows (ABC, NBC, and CBS), Netflix's instant watch options, and other video sites such as Hulu, YouTube, et al.

[Whew -- good to get that off my chest...]

At any rate, my personal ranting aside, here's the report on Comcast's climbing customer satisfaction:

Comcast's customer satisfaction leaps

Philadelphia Inquirer | Link

"The Twittering for customer troubles, little cards apologizing for missed appointments, and discounted bills for lost TV service are paying dividends for Comcast Corp.

The American Customer Satisfaction Index, a nightmare for Comcast in recent years, shows a surprising surge in customer satisfaction for the cable giant. The new annual results are being released today."

Interestingly enough, DirecTV (a service I am seriously considering) leads the customer sat rankings.

As mentioned in the article, customers' frustration has led to monumental efforts such as comcastmustdie.com (which, it turns out, accomplished its intended job) -- check it out. Very creative and, obviously, effective.

It looks like Comcast is perking up and listening to its customers.

And, could this new-found philosophy be paying off? See Comcast's Q1 Profit Grows 5.4%

But, apart from a simpler, improved monthly billing statement, I haven't felt/witnessed any changes.

I'll believe it when I see it.