Going back to the Land of the Rising Sun

I really like to travel.   It gives me great new perspectives on things.   In less than a week leave for Tokyo where I will spend a week with a great friend.   Getting there is not necessarily half the fun.  7:30AM to Chicago, then to Tokyo arriving 1:50PM THE NEXT DAY!    I look so forward to watching the little plane icon inch its way across the screen for 16 hours.    But in all it sure beats getting there any other way.   

This will be my third trip to Asia and if the first two are any example I will see things in Japan that will be new and different and sure to be exported for the United States.    It’s hard to not sit here and wonder what some of those things might be.   

In 2000 I remember watching Olympic gymnastics on a big high-definition television.  It did not take long for  HDTV to come to the United States.   I also went to Singapore on that trip and never watched so much ping-pong as I have in my entire life combined.    A Singaporean woman made it to the medal round in ping-pong.  They did not televise much swimming or basketball (ok Singaporeans are not all that tall anyway). 

In 2005 while riding the subway (and the Japanese subway system is remarkable and I never saw any ‘pushers’ packing more people into a train – maybe that’s a myth) I noticed the younger Japanese people were typing on their phones non-stop the whole ride (yes above and below ground – I thought having service underground was kind of cool).   What I did not know is that they were texting their friends.  Shortly after I returned I began to notice the rising possibility of text messaging here in the States.   The popularity of Manga (Graphic Novels) was on the fringes here at home but with the release of the movie ‘Watchmen’ Manga is sure to gain much more notoriety and popularity. 

Fashion in Tokyo is cutting edge – at least to me.  People dress better in general particularly the women.  Sometimes I see American women wearing fashions I saw in Tokyo more than 3 years ago!  

I am planning on playing a round of golf (sure to be an interesting experience) and maybe stay at a Ryokan (traditional Japanese inn – quite Spartan I am told).  But what new things will I find there that might be big in America in the near future?   I remember having Chu-hi the last time I was there a fermented soda in several citrus flavors.  It was unusual, memorable, and is about as alcoholic as a beer.  Cheap too.  I have looked for sources that import it into the United States but have not been able to find one.   And you cannot bring anything but an empty can back home on the plane.   Maybe this is the next big thing – but I suspect and hope not.   More soon from the other side of the planet – at least it is to me.   

Can I bring you back anything?

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America is no longer the world’s melting pot

Having just spent a week in London with a quick day trip to Paris (via the Eurostar train which was a great experience) I was struck by the truly international flavor both cities exhibit.   And it all seems to work so well.   In fact there were several times when I thought ‘where are all the Brits?’.   Everywhere we went there were people of varied descent who were working, helping and living amongst London’s 8 million citizens.   I don’t know why I was so surprised at this and probably that should have not been the case. 

America’s larger cities are places where diversity and people from all over the world are more likely to live and work.  Once you get outside of the major cities things tend to be a little less international to be sure.  The same is no doubt true in England and France as well as other countries in the EU and around the world.   Both London and Paris have a large proportions of Muslims many of whom speak multiple languages and which is something not seen in the States.  Made me feel very one dimensional. 

But what struck me most was speaking accents that made me realize that people from all corners were coming to London (I did not spend enough time in Paris to get a really good feel) to live and work.   They come from Eastern Europe, Africa, Asia and Australia.  Yes there were more than a few North Americans as well.   What draws them all to London is the prospect of finding work and living in one of the world’s great cities.  

Great expensive cities I should add.  Being from the New York Metropolitan area I am not unaccustomed to the inherent escalated costs of a major city but even by those standards London is crazy expensive.  Simple pub meals (complete with a pint or maybe even 2) are $ 25.00 per head – and I could never get the service charge thing straight whether I was over tipping or under tipping feeling like a stupid Yank often.   I wondered how people could afford to work in hotels; restaurants etc. and live in even the greater London area. 

We Americans have taken pride in being called the ‘melting pot’ of the world but my feeling now is we no longer own that appellation.  It’s probably been that way for longer than I realize and that’s not a bad thing in any way – in fact I think it is entirely positive.  I head back to Tokyo for the first time in a few years for a week in early March.  The Japanese are famous for their homogeneity and I will be watching for changes there that might indicate Japan is becoming more welcoming and attracting to foreigners.   

 

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Amazon hits and misses with Kindle 2

Out of stock since November Amazon was pretty slick in holding off would be buyers of the Kindle 1 by releasing the new Kindle February 9th and telling all those who ordered the new Kindle would ship to those that were on the ‘waiting list’.  

And it appears that Kindle 2 will be an improvement over the current model.  All the good features of the original – instant downloads, note taking,  and an-easy-to-use-interface are in evidence and added to that are 16 shades of grey ink font to choose from (as opposed to one now), a joystick controller,  AND Whispersync which allows users to start reading the book on their Kindle and then continue reading on another Kindle or mobile phone.  Also upgraded is space to hold 1,500 books (as opposed to 200 on the current model).    No color yet however and no ability to back light the display when you want it.  That is an inherent problem with the e-ink display which is an asset when you want to read your Kindle in bright sunlight (no problem) but in the dark it’s as good as a paper book.   Which is to say it’s not?    But bestsellers will still cost $ 9.99 which is a very good thing.

In what I perceive to be the most interesting new feature – the ability of the Kindle to ‘read’ the book to you (they call it text to speech) – or not, you can apparently you can turn on and off this feature depending on your mood and desire.  I have not yet heard the voice or if there is a choice of voices (I imagine having Kathleen Turner read Thomas Friedman’s ‘Hot Flat and Crowded’ might make it even more interesting) – but I doubt they will offer any voice choice.    From what I can tell it seems like a computer voiced Robby the Robot type monotone will be the reader, and I wonder how long people will find that to be acceptable?  

Already there has been some noise made on Amazon’s ‘right’ to have a voice program read the book or text (newspaper/magazines).   Somehow I don’t think this is going to kill the audio book market as a human voice reading a novel is going to be vastly different than a computer generated voice (think the voice prompts for airlines are horrible to listen to? – this could be worse!)   

So for the most part I think the new Kindle 2 will be a hit.  Except for one thing that really bugs me.  As an early adopter/customer I had my first Kindle within a month of the release.    Well sort of.  The first one did not work and I had to send it back and Amazon promptly sent me a new one.  Then after nearly a year the second one died and I had to send it back and again Amazon sent me another new one – no questions asked.  In both instances I returned the old one after the new one arrived in and Amazon paid the shipping.  Great.  

On the other hand the new Kindle is actually $ 40 less expensive than the one I bought in November 2007.  Ok I can live with that.  But if I want to get the Kindle 2 I get to pay the same $ 359 that everyone else does.  I derive no benefit from being a previous buyer and current customer.     That is a very poor example of CRM and building on a great customer relationship.  I have raved about the Kindle since I got it and told MANY people of its benefits.    Those like me also rave about the Kindle (just ask Oprah) – but to ignore our previous patronage of the first release and not incent previous customers to get the new one is very surprising from a company that for the most part gets it right when it comes to customer relationships. 

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Why I want to go global

I had lunch this week with a longtime client/associate who and unbeknownst to me his partner in Europe who somehow is also our client.  They have been operating a successful business in Europe for more than ten years.  We have had some minor engagements with firms in Europe but have not made it a mission.  Well they have an office in Cannes and both my wife and I speak pretty good French (ok she is better than me) and the thought of doing business in a place as beautiful as the south of France is mega-intriguing. 

After enjoying a very nice lunch meeting with them I left energized and motivated that what we have to offer would translate (no joke!) very well across the EU.  And I also think there is much we can learn and bring back from our friends across the pond to our clients here in the U.S.   The time for cross-continental collaboration (CCC of a different kind!) has arrived and my opinion is that cultural differences make marketing in the EU even more challenging than the U.S.   The practice of developing messages targeted to a particular country keeps marketers sharp in a different way than segmenting messages to multicultural groups within a country like here in the States. 

And there are some amazing agencies, super smart people and savvy marketers to learn from in the EU.  I just want our team to have the chance to get better, learn more and help our clients and friends all at the same time.

So I am pledging here to develop our European presence.    Guess I will have to get over there soon to check it out.  Though Cannes has much nicer weather in June than it does in February….But call me on this if I don’t follow through!

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Help I’ve fallen into a serial text loop and I can’t get out!

It’s no secret that communication has undergone more change in the past 133 years than in the entirety of human history prior to that.  The telephone opened up one-to-one communication in a way that altered the relationship slate.   

Fast forward to the advent of the cellular phone in the 1980’s and that too altered communication between people.  But the cellular phone also changed the dynamic when it came to convenience.  The cell caller would be driving or wherever and ring up someone they were thinking about sometimes just to pass the time.   It was convenient for the caller but not necessarily for the recipient. 

Then in the 1990’s email came into play.  People over 35 have been dealing with email for nearly 20 years and while we are all aware of the problems, at least with email you get the opportunity to decide when (and if) you want to respond.  Sure SPAM is a pain in the **!!  …but it is ok to ignore it as nobody is really sure if you read an email or not (despite the annoying read receipt things that never really seem to work).  

More recently (the past ten years) the rise of mobile messaging (see: texting) has exploded along with social networking sites.  The immediacy of text messaging is such a powerful medium but it’s not all good.  While it is the primary way for me to reach my teenage daughter and for her to reach me (email is so irrelevant to the Millenials) I am finding that friends, (and not necessarily close friends – why did I give them my mobile number in the first place) are sending me text messages and EXPECTING A RESPONSE – IMMEDIATELY! 

To boot sometimes I have an exchange with someone I don’t know all that well but I am not quite sure how to end the string.  Who ends it?  What is the protocol?   When is it ok to just stop?   These are still my friends and sometimes business associates.  I like them.  But if I am out at dinner and engaged in a serial text exchange I don’t look at my phone nor would it be polite to whip it out (no Cleavon Little reference here!) and respond.  So the communication dies off into the ether.  It’s odd. 

Then there are the requests from the hinterlands to be a friend to someone you knew 30+ years ago in high school on Facebook.  I can ignore some/most of these as there is likely a reason why we have not been in touch for 30 years.  However frequently it’s very cool to reconnect with someone you liked that you lost touch with and that’s one of the beauties of social networking.   But for most of those the initial reconnect is all that I want.  How’s your life worked out?  Cool.  Maybe we’ll get together sometime despite the fact that you live in Texas and I live in Connecticut.  I don’t need much more than that.  There just is not enough time in the day to engage 50 people or more in various stages of innocuous conversation.   And these are people I know and like (at least for the most part). 

There is no real solution.  But my overriding thought is that in the past you would think about someone you had not seen or heard from in quite a while and that would be it.  Maybe you could send them a letter (remember writing letters?) or try to find their phone number if you even knew where they lived.  Now you can quickly and accurately search them in a number of different places, find them and send them a message over a social network and await a response.   Don’t be surprised if they ignore it.  You can always wonder if they might not have gotten the message at all. 

Communications between humans will never again be as it was.  Is that progress?   I say yes and no.  What say you? 

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How magazines can remain relevant

Watching the inauguration of President Barack Obama was indeed an inspiring thing even if it was on television.   Sadly I did not receive an invitation.  Seeing my friends update their pages on Facebook such that photos taken at the inauguration were posted immediately also was a cool way to interact and get a bird’s eye feel for how it might have been to be there.  

Magazines like LIFE and the Saturday Evening Post used to perform the same function.  Detailed photo spreads on events of the day made their product must see media.

So while most of the weekly magazines are doing their darndest to remain alive (and this is apparently a losing battle – see US News going to a monthly!) the way magazines could stage a revival would be to offer a product that the internet simply cannot compete with.  Lush photo spreads of the inaugural on heavy paper would be a collector’s item for sure and a hefty cover price to boot would be a huge draw for readers and advertisers alike.  Count on several being on the newsstand next week although I have no advance knowledge of a particular publication taking this direction.  

My 15 year old daughter still gets Seventeen Magazine and told me that she would rather get the magazine than read it on the internet but she likes having access to both.   She/I pays for the subscription and reads it cover to cover as soon as she gets it.  Talk about connection!   There is something about seeing photos on high gloss high quality paper that makes them much more memorable than when viewed on your computer screen.  

So while it is no surprise that the mass magazine appeal of the 1950’- 1980’s is dying away, magazines occupy an important part of the media equation.   Upgrade the paper, charge more and connect with the audience in a personal way by delivering them the content they want to see and read.   The market may be much smaller but it will still be a market after all…

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Below ground and unconnected

There are things we Americans put up with simply because most of us have not had occasion to sample the way things could be.   Yesterday  was a nice and bright 20 degree day (wind chills in the single digits) here in New York City.   I (like most New Yorkers) find that the subways are the best way to get around particularly when you have to go downtown to south Manhattan from midtown or beyond.     I do prefer to walk when the walk is less than 20 minutes. 

Subway service in the city seems to be slipping once again.  More ridership has not reduced an increasing deficit and the plan is for fares to go up probably in later in 2009.

But with higher fares will New Yorkers be able to expect better service?   Well it’s pretty lousy overall now if you ask me.   

First off there’s the communication issue.  Or lack thereof more properly.  Have you ever tried to listen to the ‘announcements’?   Even if you can hear them through the tiny speakers built in 1945 I challenge to tell me what language is being spoken.    And the information if the words can even be made is unintelligible anyway!  Today’s message for instance – ‘Due to an incident the R & Q trains are running slower than normal). ‘This was after I was standing waiting for a train for 20 minutes in the freezing cold.  Really?    Then there was some garbled information about transferring.  Of course there was no train to get on to transfer to!   NO mention of when the next train might arrive (or if).  Finally when a train arrived it was neither an R nor a Q but some other train that I got on simply because I was tired of waiting and was hoping to go somewhere at least. 

Then there’s the issue of personal communication when riding the subway.  There is hardly any cell phone service.   At least not in New York.  Tokyo has it all over New York when it comes to moving people.   Granted the New York City Transit Authority is famous for having more miles of train tracks than any other system and it has been around for a very long time.  Yet Tokyo and several other cities have mobile phone service in their subways.   Their communication systems tell you the next few trains and when they are to arrive on what track to the minute.  And they arrive precisely on schedule.  I lived in New York City for years before I knew the subways even ran on a schedule (yes amazingly there is a schedule)!  

So why do we have to content with substandard service?   The MTA fare structure is a bit unusual – $ 2.00 and you can ride as much as you want.  All 200 miles.  Of course the mayor has noted that the prices must go up ($ 2.50 is being thrown around) and service curtailed even more.  I don’t know of many other cities that price their subway service this way.  You pay for how far you go.   Maybe it’s just because New Yorkers for the most part just don’t realize what the alternatives are, and so we take what we have.   Dirty, smelly, poorly lit, inconsistent service, lousy information and non-existent cell phone service underground.   Are we getting what we deserve?   I sure don’t feel that way.  Do you?

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It’s time for faxes to become extinct

I went to a meeting yesterday and met an interesting guy who is an investment banker/venture capital funding specialist.    After he was done he offered to send us the deck from which he presented.  So like I do when I receive any card from someone I have met I entered in his contact information into my contacts.   But I took pause when I set to enter in the fax number. 

Will I ever fax anything to this person?  Probably never.  So then I thought about how infrequently I send or receive a fax.   Yes we use them occasionally in our business for bills of lading or proof of deliveries on shipments we have made on behalf of clients.  But even those could be scanned and emailed. 

So many of us (me included) are trying to cut down on the office paper we use on a daily basis.  Emails often include a line to ‘please think about be sure printing this email is necessary’ or something to that effect.  A good and useful message to be sure.  But what about faxes?  

I have been around long enough to have been there at the outset of faxes – rolls of paper in a big bulky machine that went around and around, took forever to print out and to boot were printed on awful paper that would want to roll up on itself once half the roll had been used. 

Today we get a couple of faxes every morning from local eateries notifying us of their daily specials.  I would think that it would be to their (and our) benefit to create an email list and then email the specials each morning.  Then they have a list and we do not have to waste paper or energy (or a phone line) for a fax machine.    Maybe during the day we get or send a fax or two but that’s about it. 

And what could be less private than a fax machine in the middle of an office where everyone has access?   An inexpensive scanner could easily do the trick to replace the fax and a service like eFax (which is free for the basic version) would allow faxes sent to you to be received as emails. 

So when I meet with my team next week I will discuss jettisoning the fax machine.  I am sure that idea is will be met with some trepidation and discomfort since it will be difficult for some to imagine losing the perceived convenience of the fax machine.  But one less phone line, less paper and removing the need to go look for a fax far outweighs the benefit.  We can do this.  So can you.  What do you think? 

 

Posted in Customer Experiences, Marketing stuff, Uncategorized | 5 Comments

What’s Howard Stern going to do when satellite radio crashes and burns?

Sirius paid Howard a SERIOUS amount of money to beat out XM for his ‘services’.    Of course Sirius ended up outbidding itself once the government approved the union of these two floundering companies.  I read the article in the 12/28 NY Times Sunday Business section  (read the article here: http://www.nytimes.com/2008/12/28/business/media/28radio.html?_r=1&scp=2&sq=Mel%20Karmazin%20&st=cse  )

I do think a great deal of Mel Karmazin and he has given his best effort but it’s not working.   Over the past few years we have had 2 new leased cars both of which came equipped with satellite radio for a 3 month trial.    Both times we did not extend the service after the trial period was over.  At $ 12.95 per month it was an easy decision.    I am not a Howard Stern listener so that wasn’t a reason to pay up nor would I pay for the opportunity to listen to Chris ‘Mad Dog’ Russo formerly of WFAN now on satellite radio. 

It was doomed from the start.  A big market never really existed for a paid service ($ 150+/year!) where you could get some unique content but advertisements as well.    Terrestrial radio is slowly dying as well of natural causes.   But Sirius/XM is on life support and I believe the plug will soon be pulled. 

The iPod is only one reason and eventually the iPod will take feeds in from the internet such that you could play those feeds through to your car.  And how many people subscribe to satellite radio at home?  

If satellite radio were $ 4/month that price would be intriguing enough for me (and perhaps other people) to give it a serious look.  But the content is still lacking after several years of promises of cool and unique programming.   It reminds me of my 100+ channels of cable TV where frequently I am unable to find anything to watch. 

In my customer controlled communications world I would have content made available to me to be called up on voice command.  Read me page one of the NY Times.  Allow me to say ‘next article’ or sports, or ‘Jets news’ and then have that read over the air with no delay.  This technology exists.  Why satellite radio never made it there is a mystery to me.  But it’s too late now.   I would not invest in XM/Sirius stock right now ($ 0.12/share) and it seems most investors feel the same. 

Too bad – it wasn’t a bad idea it was just poorly executed. 

 

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Happy New Year – Will 2009 be the end of shared media experiences?

Maybe you will watch Ryan Seacrest this New Year’s Eve.  Maybe Dick Clark?  But hopefully you are not watching it alone.   Even if you alone at least you are sharing a media experience where if something interesting happens many people will have watched it at the same time.   But this is happening less and less frequently since the dawn of television and radio. 

DVR’s and things like Hulu and YouTube allow people to watch what they want to watch when they want to watch.   And that’s a great thing.  Yet we lose something with all this on-demand consumption of media.  There was a big energy jolt during the Olympics this past summer when we all watched Michael Phelps dominate the pool (even on tape delay but we mostly all watched it together even when we knew the result!).   The same thing happened when President-elect Barack Obama gave his acceptance speech in Grant Park on Election Night. 

The Super Bowl is the largest shared media experience on the American landscape.  People talk about the ads (sometimes even the game) for days and sometimes weeks after the event.  But with television viewership continuing to fracture into smaller and smaller pieces the opportunities for shared media experiences will dwindle away.  I feel a lot is lost when viewers (and even readers) of content view things over an extended period of time.   Time was when we had to have a shared experience with mass media because there were 8 channels of television content (maybe 20 of radio).   But it was cool that people would talk about what they had seen and it would often be provocative.

I don’t see this as any kind of solvable problem and I venture a guess that there are those that do not feel it is any kind of problem at all.  We are indeed a long way from the time that people gathered outside an appliance store to watch Uncle Miltie.  (Ok I am old but I NEVER did that).   Certainly standing in the street to watch a television is not the answer.  But in this internet age where we have social networking sites to help us share experiences with people we want to ‘follow’, care about and want to reconnect with, large scale shared experiences are going the way of analog TV.  

What do you think? 

Have a safe New Year’s Eve and a healthy and prosperous 2009. 

 

 

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