Value of Great Customer Service

I'd like to share my recent experience with Timbuk2 and an old one with LL Bean to demonstrate the value of great customer service.

Timbuk2:

In late 2006, my sister gave me a Timbuk2 messenger bag she received from a client. I'd been shopping for a new bag and really loved the Timbuk2 bag. It had all the features I wanted plus pockets galore. But after about 6 months of use, I noticed that there was a tear developing where the handle was sewn in. Not anything major but it did bug me. I wrote into the Timbuk2 on their site, they immediately responded with a RMA number and told me to send the bag in. This was May 2007. I liked my bag so much that I kep putting off sending in the bag.

Fast forward to Jan 2008. I finally got around to shipping the bag and used the RMA number assigned to me 8 months ago. I shipped it on a Saturday and got a response on Monday! With no questions asked, they gave me a full store credit for the bag with which I promptly placed an order for a new bag.

And you know what Timbuk2 got of this? They now has a customer for life. I can't wait to get my new bag and order another one in the future.


LL Bean:

Way back when, I was shopping at LL Bean in Maine wearing my favorite LL Bean Dirty Bucks. Sales person noticed my shoes and asked how I was enjoying them. I replied "These are my favorites shoes but I ordered them a little big but decided to wear them." She asked me what the correct size was and then brought out a brand new pair and told me to keep them. Wow. They've got a loyal customer in me.

Do I hear $250 Trillion for Mobile Advertising? Going once, going twice...

Those wacky research analysts are at it again with their clueless enthusiasm over mobile advertising.

Here's a quote from a recent article from RCR Wireless News:

"Market research firms seem to be falling over themselves in an effort to cram the most zeroes into their projections for mobile advertising revenues. But for traditional advertisers — you know, the ones with really big budgets — 2008 will be much more about watching and learning than about spending.

The Kelsey Group predicts the U.S. market for wireless advertising will grow from $33.2 million last year to $1.4 billion by 2012, marking an impressive 112% annual growth rate. ABI Research this week issued its own sky-high forecast, claiming that worldwide mobile marketing is expected to explode from $1.8 billion in 2007 to more than $24 billion in 2013.

A handful of other firms peg today’s global market at $2 billion to $3 billion, exploding into revenues of $14 billion or so by 2011. And IDC stated breathlessly a year ago that “The potential actually exceeds the hype” for mobile ads."

So who's right? $1.4B? $24B? or $14B? The right answer is whichever one that makes your Excel spreadsheet show the result you are looking for.

I'd say go all out with my prediction of $250 Trillion. Prove that I'm wrong! ;-)

AT&T Makes "No News" "New News"

"New News":
So after I wrote about the coming of unlocked phones in the US yesterday, AT&T announces that they will now sell a consumer SIM card only without a phone. But it comes with a 2 year contract.

This is pretty wacky because, why would I buy a SIM card with no phone and sign up for a 2 year contract? Why wouldn't I just get a AT&T GSM phone for cheap instead which already comes with the SIM card and the 2 year contract?

And here's the "No News":
3 months ago, I was able to get a SIM card from AT&T without a phone and with a 1 year contract. In fact, I did it again a few weeks ago for my wife's phone. Walked into the store, transferred my number from Sprint and walked out with a new SIM card. So what's the "new news" here?

Either way, I'm glad that AT&T is letting consumers know that they have the freedom to get only the SIM card and marry it with their own device of choosing. Maybe the carriers are finally throwing in the towel and admitting that they are a dumb pipe after all and it's still a good business to be a pipe. (Of course, it's all good until AT&T adds the fine print to remind us that they still are a backward-ass telco)

Move over Carrier subsidized phones...

A few days ago, I received an e-mail from Sharper Image promoting their line of unlocked phones. Yes folks, Sharper Image.


I am a big fan of unlocked phones since it gives me the freedom to switch devices, carriers and get service outside of the US (except Korea where they are CDMA).

I wonder if this is a sign that the the floodgates are starting to open for US consumers to finally embrace unlocked mobile devices as Europe has done for years. I don't think this is the end of carrier subsidized phones and I think there are lots of consumers who are willing to commit to long term plans for a cheaper phones. But this could be a sign that consumers will start to consider the mobile device and the wireless service independently.

With Sprint getting hosed recently, GSM is grabbing more marketshare with AT&T and T-mobile. I'm not convinced Verizon "opening up" their network will really have any impact other than giving them positive press.

So what does this mean? First of all, I think we'll start to see more feature rich devices available directly from device OEMs. We are already seeing this from companies like Nokia and Apple. The carriers are an important player in the entire wireless ecosystem but their hold over the device OEMs will diminish. There will be innovative features released in partnership with Device OEMs and there'll be less control from the carriers to dictate what gets on the device or not.

But I think we are still far off from having a free-for-all, open web on the mobile device. The Gphone (if we ever see it) and iPhone are a start. The Android project will be interesting. But for the most part, I don't see an opportunity for a small guy to hit it big on Mobile independently without partnering with a carrier, handset OEM or a big big media company.

WTF Google? How about some customer support?

Gphone? Android? Hey Google, before all that, how about hiring some customer support folks to support the apps you have now?

If you visit their discussion groups, there are tons of customer inquriries that go simply go unanswered by Google. A Google employee will post "We think there's a bug, please tell us if you are experiencing it" and then they just disappear.

I know the apps are free but of all the companies, Google should have the resources to support them.

If this is they type of support the users get, forget the Gphone.

Another day at the office...

If you are ever around Reston, stop by Greenberry Coffee & Tea Company. Chances are you'll find me here. I like to refer to it as our Reston Office. :-)

Free wifi, great coffee and a very friendly staff. Good sandwiches as well.

I could get used to this.

If I'm not at the "Reston Office", look for me at either our Leesburg Office (Greenberry) or at our DC office (Tryst).

Can't get these song out of head...

If I ever meet Brandi Carlile in person, I'm going to slap her for putting these songs in my head! :-)

Brandi Carlile - "The Story"



Brandi Carlile - "Turpentine"

Does my SPAM know me?

Once in a while, I go through my spam folder for any legitimate e-mail that was mistakenly filtered. As I scroll through the thousands of e-mails in the folder, it's amusing to note the common theme in the subject of the e-mail.

After doing a quick scan through my list, here's the top themes of my spams in order of frequency:

1. Online pharmacies: "Best Online Pharmacy!", "free online pharmacy"
2. Viagra: "Erection for sexual activity", "No impotence"
   
3. Penis enlargement (these must be personalized): "add a few more inches", "Few more inches?

I wonder if these spammers are telling me something I should heed to?

ps. I'm a big fan of SPAM, the eating kind. Simply sliced and pan fried along with rice is a killer dish.

From his mouth to...

No real reason for me posting this video other than its entertainment factor.

Enjoy!

Farewell Palm OS :-(

Well, after being a loyal Palm user since 1996, I've finally thrown in the towel.

I started my love of the Palm OS with Palm Pilot 1000 in 1996. Once I tried my friend Mark's Palm Pilot, it was love at first try. The form factor, PC integration, Grafiti, and 3rd party apps were revolutionary. I think I got a whole movement started at Netscape and couldn't stop talking about how great it was.

Since then, I had every iteration of the Palm Pilot eventually moving on to the Treo Smartphones. I was obsessed with the Treo 600 when it came out in 2003 (I was so jealous when my neighbor Phil got his first). But after the 650, 680 and the 700P, I started to sense that Palm definitely lost their edge. It was hard to convince myself and my friends of the virtues of the stale Palm OS while seeing all the advancements being made by its competitors. I finally had it with all the lockups, the resets plus the bulkiness of the Treo.

After trying no less than 10 devices, I've settled on the Blackberry. I'm currently using the Curve 8300 and it makes me realize how Palm lost their lead by not being able to innovate. Curve's got the right form factor for a QWERTY phone, thin, decent screen, good battery life, and just can't be beat as a messaging device. I'm looking to get a Curve 8320 for the WiFi feature which Palm has never been able to put in the Treo. If RIM can support 3G, get both GPS and WiFi in, and a real browser, they'll have the ultimate messaging device. iPhone is close but they are missing a real QWERTY keyboard, GPS and 3G.

Farewell Palm. It really was a pleasure knowing you and using you the last 12 years. But life is short and I must move on. I still have a Palm V in the storage room and one day I'll turn it on to reminisce. Sniff...

Happy New Year!

4 Days on the Disney Cruise - Part 2

Island Stops

Our first stop was at Nassau. The minute we got off the ship, we were hounded by the locals trying to get us to go on a tour with them. It got very annoying. Looking around, what we saw were tourist traps and the slums. Within 10 min, we turned around and got back on the ship. We spent the rest of the day by the pool which was very relaxing. There are some folks who went to the Atlantis resort which is supposed to be nice.

*Tip: Snorkeling and Stingray Feeding is not that good here. Wait til you get to Castaway Cay.

Second stop was at Disney's own island, Castaway Cay. There's no one trying to sell you stuff. It's just a small island with lots of beach. It's a Disney island so everything is pretty much made to look like you are on a tropical island including a pirate ship, sunken treasure, etc.

Very nice lunch spread with bbq, huge fruit bar, ice cream, baked goods, etc.

They provide everything you need on the island but you can go back to ship anytime. Bathrooms are very clean.

We did the Stingray feeding which was pretty cool. Lot of activities on the island including bicycling, boating and snorkeling.

*Tip: Have someone go early in the morning as soon as they allow you to disembark to save an area for your family. By late morning, it got busy and crowded on the family beach. If you have small children, you probably want to get a space close to the water.

*Tip: You'll most definitely do some snorkeling while you are here. You can save some time in line and a few bucks and reserving the equipment prior to the cruise.


Entertainment

We watched "National Treasure 2" the first night on the ship. The movie was terrible but it was pretty cool to be in a theater on a ship. They had different movies playing around the clock in the theater as well as on the giant screen by the kid's pool area.

The live shows were done very well and entertaining for the kids. Last night was "Dreams" which was fun for everyone.

*Tip: No need to get to the shows super early but get there at least 15min prior to the show if you need a block of seats.

There are lots to do for kids as expected. Most of the Disney characters are all around the ship making appearances during meal times and just around the ship.

The kids' clubs are definitely done well. Very safe also. Each child gets a bracelet as they board the ship and parents get a pager also. Kids love all the activities. And they can do lunch and/or breakfast with other kids as well.

Bingo was also popular on the ship. The final round of bingo was worth over $2,000 and drew a full house.

*Tip: Be ready to pack your bags the day before the disembarkation. You need to have your bags outside your room by 11pm the night before. With dinner and getting the last show in, there's isn't a lot of time. So don't throw your crap around all over the room. Keep it fairly organized so you can minimize time required to pack.