Customer Service – The Good, The bad, The Ugly Part 2: Get a Clue

1378435745_mailToday is the official start of the NFL football season and to celebrate it I’ve received two emails and counting from ESPN.  One was a reminder that “NFL is back and ESPN has you covered” and the other was a reminder to download the fantasy football app.  Last week I got the same reminder emails about college football and their corresponding ESPN College Football App.  Seems like harmless notifications right?  When I already own both apps and have likewise signed into both with the same credentials that included the very email address these emails were blasted to I find these emails decidedly repetitive and annoying.  This post could be considered a bit of an overreaction but my frustrations go way beyond these emails; they just serve to illustrate a point.  The point is, those emails were dumb.  Ok so now I sound juvenile right?  Couldn’t I have used a more eloquent word than dumb.  Nope.  There are at least two factors that qualify something as simply dumb.  The first is could it have been avoided?  The second…see factor #1.  In the case of the ESPN example a simple algorithm in ESPN’s databases could very easily have filtered out anybody who has downloaded those apps by corresponding registered emails.  The emails were simply pointless to me an already engaged app user.  Is there anything wrong with a reminder email, no but folks these were not reminders emails, they were blatant pitches to download their apps.  A separate reminder email encouraging me to engage with the app would have been just fine and frankly expected if I had opted in to subscribe to their alerts and correspondence.  Junk mail.  Purely avoidable.  Dumb.  ESPN has the means to know that I already own their apps and use them. Read More

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What’s My Favorite Gadget?

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Credit: Apple

Kindle Paperwhite

Credit: Amazon

If you asked four years ago, three years ago, even one year ago my answer to this question would have been one and the same – my Kindle eReader.  Really?  Yes, I’ll get to why soon but to answer that question today is a bit of a conundrum.  First you need to know that I’m a voracious reader and naturally by reading this you must know that writing is a passion of mine so it might make some sense that the Kindle was my choice for so long but that’s not the main reason.  I’m a big fan of things that focus on doing only one thing and not things that try to be all things to all people.  I’ve owned a Kindle ever since I pre-ordered the 2nd generation Kindle back in 2009.  I”m referring specifically to the Kindle with an E Ink screen, not the Kindle Fire tablets that get so much attention.  Next to paper E Ink is still the best way to go for pure reading.  I pretty much ditched print from the get go allowing exceptions for only a couple of my favorite authors.  I won’t even attempt to knock print form because I actually morn its decline with many of you but I stop short of feeling guilty.  Let me tell you why.  Amazon’s Whispersync cloud technology means that I can go anywhere with my entire library of books and just like how iTunes and the iPod freed most of us from those giant cd albums once you go paperless so to speak you’ll never go back.  Amazon’s controversial low pricing practices don’t hurt either. Read More