A Quick Lesson in Building Customer Loyalty
Great machine, too.
Quick lesson in building customer loyalty:
I needed a new computer–my MacBook was fading after three years of constant service.
So, I bought an iMac. You may know that Apple offers a great service: they’ll clone your hard drive from the old puter and transplant it to the new machine, thus saving you hours of torture when you get home.
Okay, that alone is great service. But what’s better is they told me it would take about one business day to do this. I could come back the next day at 5 p.m. to pick up my old machine and the new one– fully-loaded with all my files, programs, music and stuff.
Well, why not? One business day is a small price to pay for the time and effort it would’ve taken for me to do it myself.
That’s not the lesson, though. Here’s the lesson: they called me less than three hours later to tell me my computers were ready for pickup. Not a day later, but a mere three hours later. Do I have to tell you how thrilled I was when they called? When I first picked up the phone I was sure they were going to tell me something was wrong. Nope. They were just finished being highly efficient. I’ve had other good experiences with Apple–and this just reinforced my brand loyalty big time.
Under-promise, over-deliver. Simple concept. Works every time.
Stunning Stats on Twitter, YouTube, Photos, & Apps
A friend of ours in the broadcasting biz shared this data with us. Check it out!
The Bandwidth Music & Technology Conference in San Francisco last month featured discussions where attendees shared some incredible data points. Take a look:
The latest on Twitter…
# of tweets, daily: 70 million
# of tweets, monthly: 2 billion
# of registered users: 145 million
# of account sign-ups, daily: 300,000
(Source: Matt Graves, Communications Director @ Twitter.)
The latest on photos…
# of photos uploaded onto Facebook, monthly: 2.5 billion # of photos uploaded to Facebook, annually: 30 billion # of approved photos typically needed by a band, 2000: 6-9 # of approved photos typically needed by a band, 2010: 300-400.
The latest on YouTube:
#2 search engine in the world (of all engines, separated from Google) # of videos rotated by MTV, during its 80s prime: 30-40 per week # of views for Tyler Hilton’s cover of “Use Somebody” by Kings of Leon: 748,099
The latest on Apps:
# of downloaded apps, App Store: > 5 billion (as of June)
# of artist apps typically downloaded (per artist): < 100,000
(Source on YouTube, photo and apps data: Jeremy Welt, SVP of New Media, Warner Bros. Records. Total downloaded app statistic from Apple.)
If Apple wants to be a major player …
In light of our recent analysis of Apple’s PR problems, we thought this post from The Observer might be of interest:
The event was an instructive shambles. In summary, the message was: Apple is good and makes great products; all smartphones have reception problems; Apple loves its customers, which is why it built all those cool retail stores for them; the iPhone problem can be fixed by fitting a rubberised “bumper” over the bezel; and Apple will give everyone a free bumper, so what’s the problem?
The press conference was instructive because it provided such a vivid demonstration of how inexperienced Apple is in its new role as just another company – and how inept Jobs is when faced with the hostile skepticism that is the routine experience of other CEOs.
“When it comes to responding to hostile or sceptical media coverage,” wrote one experienced commentator, “Jobs & co seem to be like a presidential contender who’s been able to skip the primaries and go straight to the general election – missing all the vetting and the hundreds of debates that help to surface any weakness or issues of concern, providing time to develop the skills necessary to respond to any situation. Jobs demonstrated what I've never seen him do in front of an audience: he not only lost his cool, he lost his charm. He was a like an arena rock star who can’t perform acoustic.”
Read the entire post: If Apple wants to be a major player it needs to start behaving like one | Technology | The Observer.
iPhone Deaf: Apple Needs to Answer PR Call
Lemon or Not, the PR Stinks
It’s painful to watch. As a devotee of many of Apple’s products–I’m writing this on a MacBook, various iterations of the iPod have been my constant companion for years–it’s just painful.
Beyond being excellent tools, these Apple products are a statement that I value style and substance, simplicity and elegance, reliability and value. Heck, I’ve crowed from this very blog about the excellent customer service in the Apple store.
That’s why it’s painful to watch the iPhone 4 debacle unfold. Apple, the standard bearer for the best in product development and marketing, has apparently plugged their “PR ears.”
Apple–can you hear the phone ringing?
Let’s review (from the New York Times):
The iPhone 4 has been Apple’s most successful product introduction to date. Yet problems with the antenna surfaced after the phone went on sale and have plagued Apple for weeks.
Apple sought to address those concerns nearly two weeks ago, saying that a software bug caused the iPhone 4 and its predecessors to display signal strength incorrectly.
But Consumer Reports on Monday called into question Apple’s explanation. The magazine said that it had tested the iPhone 4 along with other devices in a lab and determined that the iPhone 4 had a hardware design flaw. It said that it could not recommend the device to its readers until Apple fixed the problem.
Overall Verdict: Tone Deaf PR. (Or is that Dial Tone Deaf PR? Or just iTone Deaf? Punsters, you choose.)
The problem(s):
- They may have known about the problem before the launch–devastating in itself if true–it will rip the band-aid right off any efforts to stanch the bleeding to date.
- They have reacted to this situation almost as poorly as BP (though not on the same scale of disaster, it’s a relatively similar PR crisis for the company in terms of credibility).
- CEO Steve Jobs, known for his mercurial temperament and occasional forays into direct “customer service,” has not made the situation any better–in fact, he’s making Apple seem arrogant, petulant and blithe about the entire matter.
- Customer confidence in Apple is shaken–many are already concerned about Apple’s deal with shaky network purveyor AT&T (full disclosure: I have a family member who works for Sprint and I like their service)–and this makes it worse.
- Apple, so used to great press for many years, may simply be unprepared and ill-equipped to handle a crisis such as this (also demonstrated by the poor handling of the prototype mess a few months ago) ala Southwest Airlines and the “large” blowup with director Kevin Smith.
PR solutions for now involve mitigating the damage and putting procedures into place to handle the next crisis (and yep, sorry Apple, there will inevitably be more PR troubles in your future. Like death and taxes, Steve).
- Mitigating damage usually involves being readily transparent from the get-go. Your pride be damned. If you’re wrong, admit it, apologize, fix it, then drive on– or face the consequences. Half-assed fixes and vain hopes that it will “all go away” are stupid and just make things worse.
- Have a crisis communications plan in place. Now. If you don’t have one, you better get one. Consider it insurance–cheers if you never file a claim, but aren’t you glad you had it when the basement flooded? Click here for more on that.
- Do you have public relations professionals in place who have handled a serious media meltdown before (see Southwest Airlines link, above)? But more importantly, are they empowered to do their jobs? Having a PR pro on staff with crisis com experience is great–but if you don’t let them manage the situation (I’m talking to you Mr./Ms. CEO) then it’s like the house is on fire and you order the firefighters to sit in the fire engine while you throw gas on the blaze.
- Fix the problem. Apple customers are fiercely loyal–but there’s a limit. The grudging rebate on the initial iPhone release was the first sign that Apple’s core (sorry for the pun) customers could be taken for granted. Not smart. GM did that. Have a look at their stock price now. Oh wait, they don’t have a stock price.
After the iPhone rebate mess a few years ago, Steve Jobs said:
We want to do the right thing for our valued iPhone customers. We apologize for disappointing some of you, and we are doing our best to live up to your high expectations of Apple.
If only he had done this right off the bat with the iPhone 4. Perhaps at today’s press conference we will see something like that; a solid, satisfying fix for those who have purchased the iPhone 4.
Apple, your iPhone is ringing. Pick up the phone.
iPad Ushers in New Era in Publishing
2,000+ ebooks from Smashwords authors and publishers appeared on the iPad yesterday.
Very few people in the publishing industry understand the profound implications of this. It’s not just about the iPad – it’s about how any author, anywhere in the world, can go from a Microsoft Word document to worldwide ebook store distribution in a matter of seconds or days.
Welcome to the age of fully democratized, instant publishing where the bookstore is moving to a screen near you. Authors can now publish and distribute with unprecedented freedom.
Read the rest of this post, including a mention of Alex Greenwood’s ebook here:
Smashwords: Smashwords Ebooks – iPad Ebook Publishing Made Easy.
