In social media circles and particularly stories written about social media, one of the favorite topics is customer service. There are some good examples of companies that exercise great customer service. There are many more who do not. The fact we will more quickly share a bad experience over a good one should make that no surprise.
Probably the most recent, bad example of note is that of musician Dave Carroll and the experience he had with United Airlines after his guitar was damaged by baggage handlers (YouTube video here). The YouTube video helped turn his bad experience into a better one. I could go on with more examples but the tone of indifference he and others experience in their customer service experiences seem to be the rule rather than the exception.
In the way of positive customer service, there is Frank Eliason who is @comcastcares on Twitter. Frank basically took it upon himself to use Twitter as a tool to reach out and help customers who were having problems or negative service experiences. Particularly those that were voicing their problems on Twitter. It is now his primary duty along with a growing team of people helping with the load.
While there are more stories like these on both sides, the point is sites like Twitter or Facebook are being used as tools/weapons to get results. In one sense I’m glad that consumers have a recourse to combat service problems. On the other hand, it’s sad that we have to resort to threats to achieve a positive outcome. Customer service is a war and social media has become the battlefield. Victories are won when companies are shamed into doing what they should have done in the first place.
The other piece to all of this is the praise that is heaped upon companies who “get it.” I love it that companies are out there using social media to communicate with their customers. However, I’m not so sure we should be throwing parades in their honor just because somebody had the common sense to see Twitter as an effective communication tool. For the big boys especially it’s simple, talk to your customers and you’ll likely keep them as customers.
I was just in the bookstore looking at the magazine rack and I again made notice of a sad trend. Magazines are looking downright thin these days. Being a designer, I naturally gravitate to the design related section of the newsstand and that is where I have seen it. In recent months, my favorite design mags have dwindled in size while at the same time, increasing their prices.
The most desired issues of these magazines, for me, has always been their design annuals and I’m not the only one. For that reason, these have historically been more expensive than the average issue. One of the recent HOW magazine design annuals I picked up seemed thinner than an average issue would have been a few years ago. That even included a couple of advertisements for paper companies which always add a little girth to the book. They are typically printed on the heavier stock being advertised. Just holding it in your hand, you can’t help but realize the problem. Ads. While I have only the data gathered by my eyes and the feel of the book in my hand, undoubtedly ad revenues are down in a big way.
Another example was my latest trip to the newsstand. The Print Regional Design Annual is now on sale and it can be safely said that it is half the size it used to be and substantially more expensive at $39. As much as I value these particular issues that showcase the work of fellow designers, I find it hard to justify paying those prices.
Besides the economy, we’ve all heard about the dire straits of print journalism in the media in recent years. Falling circulations and ad sales have delivered a crushing blow that most can’t recover from. With the fast pace of the internet and the hunger for up-to-the-minute news, print publications can’t compete.
I hate to see this happen to such a great medium. I don’t know where magazines fit into the equation, where design is such a crucial component of what they are. Like books, the experience doesn’t translate anywhere near the same when looking at a screen. I do hope they can survive, one way or another.
Wow, what a day in technology. Apple launches a slew of new items and the rumored eBook reader from Barnes & Noble is now a reality. The nook (note the “cool” use of all lowercase letters) is a $259 one-of-a-kind E Ink® based reader that also incorporates a touch sensitive color display strip along the bottom of the device. Like my other posts regarding the Kindle, I won’t regurgitate specs here but instead offer a bit of comparison.
I already like the nook better than the Kindle. Granted I haven’t held one, (I have now tried both models of the Kindle) but unlike the Kindle, I’ll be able to go into a Barnes & Noble store to have a hands on test. This is potentially a HUGE benefit for the nook.
Among its other superlatives, it’s less expensive and includes wi-fi which the Kindle does not. It will use the less regarded AT&T network for its 3G connection for the ability to buy books almost anywhere. Frankly I don’t care which network it runs on, it’ll be good enough. I say make it even less expensive and cut out the subsidized wireless service and just leave the wi-fi. Finding wi-fi is easy lest you find yourself out and in need of making a book purchase.
The color touch panel along the bottom serves as the navigation for moving around the menus of the nook. It’s also where you view your library and make purchases. Another nice feature is the option to lend books to your friends, again something the Kindle doesn’t do.
All-in-all, it seems like B&N has at least one upped Amazon with the nook. Like the Kindle, the nook has shortcomings that I have addressed before. Although I don’t know for certain, there are still likely the same design limitations inherent in the format and therefore not a substitute for good graphic design. For voracious readers, it’s a good investment. For those still unsure, this could very well lead you to take the plunge. The nook certainly has me a step closer to justifying buying an eBook reader.
Today Defy Creative launched a new service aimed at offering companies and organizations the ability to get their design work done at an affordable rate. Maybe a company has never had an in-house designer or maybe they’ve been forced to downsize. Whatever the reason, I saw an opportunity to supply companies with quality design work at a fraction of the cost of a traditional employee.
The Personal Designer Subscription Service is a subscription that, with a 6-month or 12-month commitment, allows for the design of certain projects that otherwise would cost hundreds more individually. At $299.99/month for 6 months or at $249.99/month for 12 months, organizations can get custom designed projects that will give consistent branding across their marketing efforts.
If a project falls outside the scope of these services, a request for quote can be made under a more traditional arrangement.
I believe this is a great opportunity for businesses to get design work done where it often goes undone. Head on over to the Personal Designer Subscription Service section of the site and sign up!
The latest release in the DesignerPacks Series is DesignerPack 2. DesignerPacks are collections of themed graphics for use in your own designs.
The DesignerPack 2 collection features three 9 x 11.5 layered Photoshop documents (.PSD) that can be used as letterhead, newsletter design, or as a flier, all including a bleed area. Also included is a 9 x 6 layered Photoshop document (.PSD) with a bleed area. Additionally the package has TIFF files that can be directly incorporated into your page layout application of choice such as Quark XPress, Adobe InDesign and Microsoft Word among others. Each file is in CMYK and fully editable. Additionally, the graphic files can be used in your Keynote, PowerPoint or your presentation software of choice. DesignerPack 2 is available now for $24.99.
NOTE: Adobe Photoshop is required to edit .PSD files and produce CMYK files suitable for printing. Other image editors such as Pixelmator or Acorn will produce RGB files suitable for online or on screen viewing.
Just a Theory "With the recent spate of Verizon ads that have been attacking AT&T’s 3G network, and by extension the iPhone, I began wondering what life for ..." Read More
Getting It "In social media circles and particularly stories written about social media, one of the favorite topics is customer service. There are some good examples of ..." Read More
The latest release in the DesignerPacks Series is DesignerPack 2. DesignerPacks are collections of themed graphics for use in your own designs.
