Thursday, May 29, 2003

Truth In Advertising?

What is the world coming to when General Motors is announcing a new ad campaign---that is scheduled to come out next month---to share with the car buying public that they have made blunders in the past in regards to quality? Hope the sky doesn't fall and that they actually mean what they say. The campaign's initial installment will be called "The Road To Redemption" and should make interesting reading. According to a new JD Powers study, GM quality has improved so much that it is being rated the best of domestic auto makers. As a marketer they do need to capitalize on that, but ultimately the proof will be in how the customers feel about it. Stay tuned.

Fox News

A great article in the May 26th issue of The New Yorker about Fox News and its agressive marketing and right wing penchant of Roger Ailes, its leader. Everyone is selling their news programs these days and to paraphrase Fox News, "I decide." Go to The New Yorker. Good reading!

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Tuesday, May 27, 2003

It's Company Policy

Don't you just hate those words when you want something done by someone who obviously is not empowered, or more likely, doesn't give a damn? That's what I witnessed tonight at FedEx where I was waiting in a long line to pick up a package. Us "waitees" could see at least five people in a back office having a great time sharing gossip, while at the front desk one person was diligently attempting to handle the customers---albeit slow especially when you have an antsy 6 year old with you for whom any time in a line is a millennia---while another person was having trouble remembering her codes and interrupting the one person who was actually working. Finally, when the lame brain could not interrupt us any further, she said, "Next" in a totally unenthusiastic voice and proceeded to deny every request that the hapless customer requested with "It's company policy."

Ah, FedEx, The World On Time and all that rot just lost me. Not only will they not leave the package at your door but they subject you to what I witnessed today. All to say that company policy, while it may be in the best of interest of the customer, is not some massive edifice to hide behind so that service can be denied. And it can certainly be better explained and the customer's unease assuaged with a little more empathy and courtesy. This is my second experience at FedEx in a week, neither good. So I'm not going to accept any more FedEx shipments at world hq....It's now company policy.

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Sunday, May 18, 2003


For those who have been following this blog, my apologies for the hiatus. I've been incredibly busy with clients (that's always a good thing) and trying to figure out how I want evolve this as I continue to get busiers. I will be out of town for the next few weeks so will come back with a vengeance. Thanks for stopping by.

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