CVS: Your order is confirmed (not!)
By admin | December 19, 2007
My wife happens to be staying with my son at Yale Medical Center in New Haven Ct. He is undergoing a clinical trial for newly onset type 1 diabetes. As you might imagine this puts a bit of pressure on Christmas shopping & mailing cards. In order to take some pressure off, she ordered Photo Holiday Cards online to pick up at the local CVS, planning to address & mail them from the hospital.
So, she placed the order & Got the following confirmation on Dec 18 at 9:25 AM
|
Fantastic!
For some crazy reason, my wife figured that if she went in that evening - a full 6 1/2 hours after the available pick up time that she could pick up the cards & be on her way - WRONG!
Instead, the clerk couldn’t find the cards & couldn’t give an explanation as to why they might be MIA. When asked what the store did in cases like this, the clerk had no answer. When asked when the cards might arrive - you guessed it - no answer.
That’s when I called Amy at the customer service number. It would appear that that little asterisk in the email designated that the 19 cent photo was ready - but NOT the cards. Nice. Amy admitted that the confirmation was “confusing” and the website was to be redesigned. But… since this doesn’t happen often, its a low priority.
I suggested that it might be a nice gesture to drop the cards off at the Ronald McDonald house, when they did arrive, to save my wife another trip to CVS. Amy would have none of that.
Sooo - when ordering cards from CVS, make sure you call ahead to make certain that your pickup location has the equipment to print the cards there. I’m really not sure why I have to spread the word about this, when CVS could easily explain the lead times on their website.
I bet if Penn & Teller were chairman & CEO of CVS, this wouldn’t happen!
Topics: Marketing | No Comments »
Penn & Teller “Get It”
By admin | December 13, 2007
I was in Las Vegas last week for Pubcon, an event dedicated to internet marketing. I happened to be on the same flight as Todd Malicoat, aka stuntdubl. Todd has a reputation as one of the smartest internet marketing minds in the business. He is also widely recognized as being the nicest guy in the world of internet marketing. Todd once again showed his generosity by treating 40 of his friends & colleagues to the Penn & Teller show at the Rio. Thanks Todd!
Penn and Teller are not only great magicians, but they are great marketing guys, too. They aren’t afraid to push the envelope - going so far as to yell “FIRE” in a crowded theater (no kidding) and even blowing up the American Flag (which they make sure the audience recognizes as an illusion). Not many people can get away with that!
At the end of the show, both magicians bolt for the exits - not to escape the crowds, but to GREET the audience as they exit the theater. Both Penn & Teller HAPPILY signed show tickets & posed for autographs with their fans. These are two guys who really understand who pays their way. Sure its old school - and it works! There was a time when most businesses in America treated their customers the way that Penn & Teller treat their audience. Customer service standards seem to be steadily eroding, as I have eluded to in previous posts. It’s a shame that Penn & Teller stand out as the exception, not the rule - but for that very reason - I would encourage you to catch their act the next time you find yourself in Sin City!
Topics: Marketing | No Comments »
The scariest thing about “Frightfest” is the customer service
By admin | September 30, 2007
As a marketer, I’m impressed when someone finds a way to extend the life of a seasonal business. Six Flags has done just that by introducing their fall “fright fest” to capitalize on the ever popular fascination with all things Halloween. Seems like a good idea, right…
Well it works. My Wife & I took our 2 kids & 2 of their friends to Six Flags New England, yesterday. The weather was PERFECT and the place was packed. So whats the problem?
Unfortunately, their signature ride - “Superman” was closed for the season. Bummer. Next, they impose a policy of no re-entry after 4:00 PM. That means that all of the families that packed a cooler (which is banned from the park) and planned on a little picnic at the car had that idea dashed upon entry.
Well, now that the park has built in a crazy demand for dinner, surely they have taken measures to satisfy that demand, right? - WRONG! Every food vendor appeared to me to be understaffed & overwhelmed. At least the food staff didn’t appear to be overly concerned or overly stressed. They moved as if they didn’t have a care in the world and the lines which I counted to be anywhere from 34 - 62 deep didn’t phase them a bit - Bravo!
When I’m forced to pay $9 bucks for 4 chicken strips & fries and $3.50 for a diet coke can you at least get it to me in a REASONABLE period of time. When I have to pay $75.00 for what would amount to less than $20 bucks at McDonalds, can you at least staff the place appropriately. Is this asking too much?
The bottom line is this - when you come up with a great idea like fright fest, don’t treat it like bonus income or icing on the cake. Don’t try to squeeze every dime out of the customer. Don’t go light on the staffing. Maybe even train the staff to give a crap about the consumer.
I won’t be heading back to fright fest or any other Six Flags property any time soon. Am I overreacting, or do I have a legitimate point here?
Topics: Marketing | No Comments »
Restaurant Week is Back!
By admin | September 26, 2007
I’m a student of all things marketing. This blog is about all things marketing - except one - internet marketing. Not that I am a stranger to SEO / SEM. In fact, just the opposite.
Truth be told, I have sold my internet marketing soul to Jim Boykin, of WeBuildPages.com. As COO of WeBuildPages, Jim has exclusive rights to my SEO musings, which can occassionally be found on his blog, jimboykin.com.
Actually, marketing is marketing and what works offline can often be applied online. The trick is to figure out the twist to make it work.
As a small business owner, I have a special spot in my heart for other small business owners. I cringe whenever I ask for a good restaurant recommendation & get Applebees, Fridays or any other generic corporate food mill. I asked my Dad where my family could treat him to a special meal for his 70th Birthday. You guessed it - Cheesecake factory - aauugh!
Ma & Pa restaurants are very much like the “bob in the basement” webmaster. They are at a real disadvantage when it comes to competing with the corporate guys. One VERY successful marketing campaign is this one:
RESTAURANT WEEK RETURNS SEPTEMBER 24-29!
The Capital Region´s first and best Restaurant Week is back, September 24-29, 2007! Don´t miss your chance to experience multi-course meals at some of the region´s greatest dining establishments for only $16.09!
That’s right - a 3 course meal for just $16.09. Being the big spender that I am, I treated my wife to a great Italian meal at a restaurant that - not only had I never been to, but never even heard of.
This promotion put 2 new fannies in their seats and it was now up to them to earn a customer for life. I am happy to report that they succeeded.
This is a wonderful win-win proposition. I bet there’s an online twist that could work equally well if you just put your mind to it.
Topics: Marketing | No Comments »