Confusing The Issues: The Consumerist

The Consumerist recently asks whether a CVS/pharmacy is discriminating against teens by only allowing two teens to enter the store at a time after the local high school lets out. The student who wrote in to The Consumerist called it ageism and has vowed to avoid the store from now on.

While most comments seem to defend the CVS/pharmacy policy as did many on SpinThicket (some even suggesting the letter writer ‘chill out’) based on the knowledge that stores around high schools have been employing similar tactics for years (even when I was in high school), most are wrong. Customers are allowed to express their dissatisfaction with a poor customer service policy and the best way to express that displeasure is to write a letter or shop elsewhere.

While I have a difficult time classifying this as ageism or legally forcing CVS/pharmacy to change its policy, I do think it’s beneficial to encourage teens to peacefully express their dissatisfaction with what amounts to poor customer service policy. And, in doing so, it might remind CVS/pharmacy (or any store with such policies) that shopping there is not privilege. On the contrary, it’s a privilege for the store to enjoy the after school rush crowd.

If the students boycotted the store for a few weeks, it seems to me that CVS/pharmacy would to have weigh the risks and rewards of a policy that doesn’t seem to be working for their customers, regardless of age. Not to mention, the security personnel who allegedly sneer at the students might consider that these students are probably the only reason that position exists.

Where this applies to communication is simple enough. Sometimes people tend to overextend their arguments (eg. ageism) when a simpler, less emotional statement might just be enough. And that is where the letter writer could have benefited. Conversely though, those who rose to defend CVS/pharmacy might consider reacting less and looking to the root of the problem. It’s a customer service issue.

You know, it really doesn’t make sense to teach students that they must accept disagreeable customer service simply because they happen to attend high school. On the contrary, learning how to communicate as a consumer early on will help them far into the future. All companies have to be reminded from time to time to time that companies and customers have choices.

Do you want them as a customer? Do they want you as a vendor?

For CVS/pharmacy, which invests millions in CVS Caremark All Kids Can to be kid and family friendly, I suspect they might be able to come up with a better solution that meets their needs of young customers. Likewise, I hope the student who wrote the letter learns that we don't need to scream discrimination when poor customer service is enough.

Breaking Up With Oil: GM

There’s some buzz in the advertising business as GM toys with the idea of running a spot to “break up” with oil as a fuel source. But as the saying goes, breaking up is hard to do.

"It's one spot, and it's not in its final creative treatment yet," GM spokeswoman Kelly Cusinato told Automotive News today. "We don't know if we're going to run it."

Two other commercials, created by McCann Erickson, airing on Planet Green are less blunt but do place an emphasis on GM’s continued consideration of alternative fuels. While there has always been considerable speculation about the effectiveness of green advertising, there is one message that resonates with consumers — gas prices have topped $4 per gallon.

Hummer could even be the heaviest causality of GM’s apparent plan to introduce more vehicles that rely on alternative fuels, including electric. As for the reservations in airing the advertisement? While some people speculate that oil companies might have some hold over GM, the more obvious answer is that GM doesn’t need another critic. It has plenty.

Making Lazy: Passive Customer Service

When it comes to communication, the most impacting miscommunication almost never appears on the news, in print, or anywhere near the marketing department. It happens on the front line, and the people impacted are customers, one at a time.

The two most common causes of miscommunication for larger companies is trending to be passive communication (eg. expecting customers to stay up to date on the company Web site) and scripted employees (eg. requiring representatives to work from scripts even in non-script circumstances).

There are plenty of examples that we’ve helped several companies resolve recently, but I thought it might be fun to share some personal examples to illustrate the point.

Passive Communication.

Cox Communications Inc. recently implemented a new e-mail filtering program to block a specific Internet port. The only mention of the service change is on their Web site.

The reasoning behind the implementation was a good idea, but they did not notify their customers of the change in service beyond posting to their Web site. In fact, we may have never known there was potential problem had it not been for a small number of clients and contacts using Cox as their primary e-mail provider. For some reason, our Cox service provider was disallowing our POP e-mails to Cox customer clients.

Their customer service representatives are now investing time to research the problem and provide a solution. To their customer service department’s credit (once the script questions were ruled out), they immediately upgraded their level service, even calling back with updates rather than leaving us on hold.

While the person-to-person customer service was great, I’m still wondering if better front-end communication might have prevented any service interruption.

Scripted Employees.

It works in reverse too. Not all companies are so fortunate to have proactive employees willing to research the impact to their customers. Some customer service representatives seem too lazy to move off script. This recently occurred when one of our last payments to Volkswagen Credit disappeared in the mail.

We were notified of the missing payment, first by receiving our next payment coupon, which required a double payment, and then by an automated call from the company on the same day the double payment went out. (Again, these are passive communication solution as opposed to a letter or live person phone call). Regardless, my wife called immediately about her car.

Despite learning the payment was likely lost in the mail, the first customer service representative insisted she answer personal questions, without explanation, including about her employment status. Not only did it seemed overly intrusive for a lost payment call, the representative informed her that the missing payment would be reported because the company had allegedly made numerous calls to notify us. Knowing that was not true, she then asked to speak to a supervisor.

“No, you may not speak to anyone else. I’m handling your account.”

For real? As unbelievable as it sounds, yes. She took his name and number and then promptly ended the call. She called back to speak to someone new. The difference was like night and day.

“I see you’ve never missed a payment. I’ll clear this up right now.”

As for those calls? They never happened. The first representative made it up. As for the general ill-tempered representative? The second representative was left having to apologize. As for the personal questions? Volkswagen Credit has recently created a program to save people who are struggling financially from defaulting on their payments. It’s a great idea, but it didn’t apply to our circumstance nor did the first representative mention “why” he needed to ask.

Mixed Messages.

Considering how many companies lean toward intrusive marketing to push products and services (I even had a mortgage company come to my door yesterday), it’s equally amazing how many become passive once you become a customer (I hope you know that periodic calls to your credit card and insurance company almost always result in lower rates).

As for the examples above, proactive communication seems like it could have been the best answer to keep everyone happy. And, once we, as customers, were forced to take proactive steps, the outcome was tied to how empowered the representatives were to make decisions.

Sure, some executives think scripting employees helps representatives stay on the same page. In reality, scripting employees only leads to one-way communication, which we already know is no communication at all.

The solution is somewhere in the middle. Proactive post-purchase communication and strong internal communication can help develop a consistent, and not overly scripted, level of service that empowers employees and reinforces to the customer that they have the right company.

Taking Responsibility: Public Relations Spam 2

I have developed a great relationship with Kevin Goodman over the last year, mostly because he tends to ask the right questions. Not many people do that. And for Goodman, the issue of public relations spam is no exception.

Goodman suggests that if public relations spam exists, then why would journalists accept major newswire services, which basically “blast” releases all over the place? And, given this, why wouldn’t a public relations firm simply buy their databases and build their own lists?

Easy. PR Newswire doesn’t really blast anything. It’s a passive service, where journalists can go for story leads and get a quick snapshot of insights into specific industries. Contrary, the single release, especially if it is off target, doesn’t provide a service.

The difference between the two can be likened to visiting a company Web site or being pelted by junk e-mails every day.

So while these services create the illusion that there are thousands of journalists looking for releases, the reality is that none of them are looking for releases at all. They are looking for stories — preferably good ones that haven’t appeared everywhere else.

While a few releases do result in good stories, the vast majority only contain information that a company or public relations professional considers news and not necessarily what a journalist or various publics might consider news. Again, the difference is as vast as junk mail. The companies who send it never consider their own mailers junk; they consider it a valuable service in delivering offers that consumers would have to be stupid to refuse.

Maybe there is too much “I” think in public relations and not enough “publics” think, which is what journalists tend to have.

In other words, some (not all) public relations professionals focus so much on column inches and inclusion counts that they forget the needs of their various publics. Once one understands which publics might be interested in any particular news story (assuming it is news), then finding the right publications (and the right journalists working for those publications) becomes much more effective, especially if you can narrow it down to a handful.

Revisiting Chris Anderson at Wired and others who ban releases from select companies and public relations firms.

I’ve said this before, but in reality, Anderson didn’t set a precedent. Editors and journalists have been ignoring and banning releases for years. His post just happened to be noticed because he published the e-mails of those firms he considered spam. I would not have done that, but I don’t fault him for his decision.

Goodman goes a step further in questioning if Anderson’s post that outed alleged public relations spammers last October could be libelous.

Addressing the question in depth would require another post, but a truncated view is simply not in the least. Factual accuracy is the ultimate defense against libel. And, the First Amendment protects any opinions. It’s more than fair for Anderson to critique releases.

And sure while anyone who has served as an editor knows they will receive a certain amount of spam, they are under obligation to gleefully accept it, offer pointers, or run it. It’s not their job.

I think it’s great that some editors do take the time to do it, and those who make such investments are providing gifts, not necessarily setting a standard.

In sum, the real shift in public relations begins with responsibility and not necessarily responsibility for the industry. Just because your client wants you to send non-news, doesn’t mean you have to. Just because someone says they have a list doesn’t mean it’s worth the paper it’s printed on. Just because you have a list, doesn’t mean you have to send everything to everyone. And just because someone says something about an industry, doesn't mean you have to own it.

There are plenty of bad ads out there. Most ad agencies aren't bothered by them beyond their front door.

Nothing But Net: TheWB.com

A little more than two years ago, Warner Bros. Television Group (WBTVG) announced it would make hundreds of movies and television shows available for purchase over the Internet. They’ve come a long way since then.

Today, WBTVG announced digital distribution deals with Dailymotion, Joost, Sling Media, TiVo and Veoh. It already has a channel on AOL and a surprisingly dynamic Facebook application, with a trailer that ends “the next great network will not be televised.”

“The launch of TheWB.com [beta] represents a natural progression of the Warner Bros. Television Group’s digital strategy and complements our core business, which is based upon episodic storytelling, first-class distribution and providing value to partners through advertising in a premium environment,” said Bruce Rosenblum, president of WBTVG.

The move also solidifies the continued shift toward total broadcast-Internet convergence, especially since Warner Bros. will be adding original short form content. Currently, the WB beta site is offering full episodes of All Of Us, Blue Water High, Buffy the Vampire Slayer, Dangerous, Friends, Gilmore Girls, One Tree Hill, Smallville, The OC, and Veronica Mars.

What will be especially interesting is if the new site might even provide viewers another opportunity to resurrect some shows that did not perform well according to Nielsen ratings. Several had developed strong Internet fan bases, including Veronica Mars, Moonlight, and Supernatural.

Moonlight fans found out their show was cancelled in May while Veronica Mars fans are still working hard to see their favorite detective move from the small screen to the big screen. (Supernatural has at least one more season left on The CW; we hope many more.) According to fans, all of these shows have a following that is not well represented by Nielsen.

For WBTVG, the move toward an all-digital network might also provide marketers and advertisers with more options than investing exclusively in their own original content to reach an audience that is already outpacing traditional media. The primary advantage for WBTVG over other networks seems to be that they are unencumbered by any attachments to traditional media. For them, it’s simply full steam ahead.

Burning Music: The Irony Of Anti-Violence Violence

"We are considering having something similar to a rally where parents and children can bring CDs and video games that they consider are destructive to the mind set of our youth and have a burning, just like they had a gun buyback last year.” — Pastor Richard Patrick

Blogcampaigning summed up their take on a potential anti-music/anti-game rally as something that they thought only happens on the Simpsons, which is pretty amusing since the Simpsons would likely land in the fire. Otherwise, it happens all the time.

What makes this Newport story interesting is the amount of attention it has received. Slashdot even pointed to some studies that suggest what is on the burn list might not be to blame.

One study concluded that “there were actually higher levels of relaxation before and after playing the game [World of Warcraft] as opposed to experiencing anger, but this very much depended on personality type.”

The latter is true. You never know what people are going to do when exposed to any material. For example, four years ago, a 19-year-old poured grease on her boyfriend’s face during an argument about a Bible verse. The Bible, of course, had nothing to do with the decision.

So while the pastor might be right in that some youth emulate the material they are exposed to, encouraging “burnings” seems to be a same path alternative. After all, it’s one thing to teach youth and parents how to make positive life choices, but it’s another to encourage the destruction of everything disagreeable.