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Displaying: RANTs and RAVEs from James Coakes

Rant or Rave
164 weeks ago, by James
Better customer experience
According to a survey by Defaqto, a financial research company, 55% of customers would pay more for a better customer experience. This means that fewer people would compromise in return for lower prices than would not.

There's a business triangle model that does the rounds; pick and two and the options are fast (delivery), good (quality) and cheap (price). But is this really a rule, particularly now that we have the internet?

Is the new business model fast, good and value, if not cheap?
164 weeks ago, by Jackie
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155 weeks ago, by Kris
Not sure if you mean quality in terms of service or quality in terms of goods/services purchased. So I think one is missing from your triangle, and that is reliability (consistency). It may be the most important one, picking up on your point that the internet is levelling much else. For whatever reason a customer decides to use a brand, they will use them again and again if that reason is delivered again and again.
154 weeks ago, by James
Laziness plays a part, but I think that's fueled by consistency. The customer knows what they're going to get and doesn't have time or want to shop around.

I think the idea that customers are constantly on their toes comparing isn't likely.
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Rant or Rave
167 weeks ago, by James
Remarketing
Remarketing is the technique of using cookies to show ads to people who have previously visited your website as they browse other sites around the web.

So, you might look at a pair of shoes and suddenly everywhere you go that pair of shoes turns up as an ad. I've heard many people say that it's very clever.

I don't think I like it. It's like going shopping and then being followed around by someone selling at you. I like to browse and I feel fairly able to make my own mind up.
166 weeks ago, by Tim
I'm sure your sentiments are shared by many, but it doesn't alter the fact that if some geek can think of a way to improve the stats, impressions and results, they'll [Google] go for it.

Who's ever going to have to face an angry man in a confrontation about it?
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Rant or Rave
169 weeks ago, by James
Do you ever try to buy from yourself?
I've been trying to buy something this morning. It's a high value product in a very competitive industry.

Some sellers are on the ball. The phone number is highly visible on the website and the phone is answered by someone who can immediately assist.

In other cases the phone number is hard to find, the call isn't answered, you get passed around or answered by someone who can't help (what is it that these people actually do?) and put through to a voicemail.

How do these companies survive?
168 weeks ago, by Tim
How do they survive indeed? They certainly do not deserve to.
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Rant or Rave
171 weeks ago, by James
Price comparison sites
Trying to find a hotel using Google is almost impossible because of all the price comparison / arbitrage websites. I need an actual hotel because I need to speak to the actual conference organiser who is actually onsite. The price comparison sites are no help at all.

Is there a market for a search engine that only lists actual businesses?
170 weeks ago, by Tim
You have to go through so many layers to do a lot of things these days. Phone systems with 1,000 options with untrained to answer bafoons are another example. You just want to be connexted to the source.
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Rant or Rave
172 weeks ago, by James
'We're busy dealing with other customers'
Am I alone in having a problem with hearing this in a recorded message? I've always been told that 'I'm busy' is rude even if it's true.

What makes it worse is that some companies say it every time and so it isn't true. 'We're incompetent' or 'The cost benefit of answering the phone quicker' or 'We make 5p a second if we can draw this out' would be more accurate.
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Rant or Rave
173 weeks ago, by James
Twitter will suspend your account for using FIFA logo
FIFA have been riding Twitter's back about people using their 'official logo' in their posts. Twitter will go as far as suspending the account of fans who try to express their love of their sport in this way.

Many sporting organisations are fiercely protective of their brands and this sort of thing is fairly common. It seems to go against the ethos of sport though. They want every penny they can get and will go as far as punishing fans who get in their way, despite it not being about money.
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Rant or Rave
174 weeks ago, by James
Customer service is sales
After years with one supplier I'm moving my home broadband. I had some connection problems recently which may have been my provider or may have been my equipment. The starting point was calling them, which I had to do several times with increasing dread. It involved lots of queuing and repeated conversations with people with strong accents that I struggled with.

When I called to cancel the wait was very short and the person trying to talk me out of it very understandable, but it was too late.
172 weeks ago, by Tim
One of life's inevitable traumas.
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Rant or Rave
175 weeks ago, by James
Merchandising
Of the $27 billion that the Star Wars franchise has made since 1977 only (I say only) $4.3 billion has come from the box office. $12 billion has come from toys.

It's worth thinking about products that could be associated with your main product. Eddie Stobbart have done well in this area; merchandising, fan club, toys and so on.
172 weeks ago, by Jackie
I overheard two adult siblings arguing on the train:

"You've still got my Papa Smurf."
"It's MY Papa Smurf."

Products have power!
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