connecting*the*dots

Let’s hope the rumors are nothing more than that.

UPDATE: David is warm to the idea of Disney imagineers coming up with a Downtown Disney fit for Greensboro.

No thanks. Call me old fashioned, but I don’t Disney where I eat.

(originally uploaded by SOUTHEN)

My Mom has always worked the financial system to the best of her ability — from triple coupon shopping at ShopRite to becoming a landlord three states away as a retirement investment — so back in my freshman year at Syracuse, she co-signed an application for me to get an American Express Gold Card. She felt that by simply holding it, it would go a long way in establishing my credit rating.

It did.

Over the years, I’ve made large and small purchases alike, while making sure to be on-time with payments. As a result, my credit rating spiked and just recently, I was able to purchase a home at a decent rate — even though dotmatrix is in its first year as a business.

So, as much as I dislike paying $85 a year for a credit card, Amex has more than paid me back in return with customer service that has always been extremely helpful and courteous.

Until today, that is.

Can We Just Upsell You Instead?

In moving from freelance mode to building a design consultancy, I figured it was about time to completely separate my personal expenses from my business expenses. So a few weeks back I applied for an Amex Business Gold Card and tonight, with Christmas finally behind me, I called to activate my recently delivered card.

While activating, I asked the operator to transfer my points (close to 100,000 from 17 years of purchases) to the new card. Of course, that couldn’t be accomplished by the account opening specialist, so within a few minutes I was speaking to another CSR in the Membership Rewards department.

No problems there; the guy added the program to my new business card and proceeded to transfer my points over in one fell swoop.

Then I told him that I wanted to cancel my old Gold Card.

Wrong move.

Five minutes of hold time later, I was speaking to a guy in another department with a glossy title that, once decoded, equated with “card retainment specialist.”

I told the guy that I wanted to cancel my personal Gold Card, but before doing so, I needed to know that I would be receiving my End of Year Summary — essential documentation of my numerous business deductions over the past year.

The guy didn’t listen to one word I said.

Before I could say AOL nightmare, the guy began to upsell me about the benefits of the card. He said he could throw in a $40 credit due to my long-standing account status (for you non-math majors, that’s a benefit of $2.35 per year).

I repeated that I needed an answer to my question.

Instead of transferring me to customer service — who apparently held the knowledge as to when I was to receive my summary document — the specialist continued along the same line of reasoning.

Next, he tells me that it’s almost impossible to get an Amex Gold card and that I’d be missing out on a ton of great benefits. Getting a bit annoyed, I lost track of my request and challenged him to look at my account and tell me what exactly I’d be missing — especially now that just I opened a Business Gold Card.

Instead of doing what I asked, the guy took the opportunity to challenge me to name one of my Gold Card benefits — you know, ’cause I’m a dumb customer who doesn’t know what he needs.

Okay, now I’m starting to get pissed.

I returned to my original question about the summary and the guy just kept on going, telling me all about the great benefits of card membership, including more points with a second card. When I told him that I had that angle covered — for free with a non-Amex card — and that I didn’t need advice along those lines, he kept pushing, insisting that most people don’t know what they’re missing out on.

I tell him I’m an adult and don’t appreciate the continuous upsell.

He tells me that I’m not listening; everybody needs a Gold Card.

I hang up.

Next: Customer Service

So taking the only valuable info the retainment specialist gave me, I decided to call Customer Service to find out when I would receive my summary. The new guy must’ve checked his CRM tool (man, is this a call for VRM or what?!), as he was ready to deflect my question and continue to upsell Gold Card membership.

Only after I made it crystal clear to him that I just added another Gold Card to my account — keeping the beans coming in at a steady pace — did he stop his Lomanesque discourse long enough to put me on hold and find out for me exactly when I could cancel my card, yet still receive my summary.

After another five minutes, he comes back and tells me that I can’t cancel the account until March 9th — my anniversary date.

When I tell him that I receive my summary no later than early February, he pauses.

When I ask him on what date I was to be charged next year’s $85 fee, he meekly responds with “March 9th.”

Motherfuckers.

Learn Or Die

I ended up hanging up tonight, to wait until I receive my summary before I cancel prior to March 9th. I messed up: I never should have mentioned canceling the card before getting all the information I needed.

I guess I had too much faith that being a longtime card member should mean something — like not having to game my call to people who are supposed to be servicing me, the customer.

It blows me away that companies continue to develop CSR scripts along these lines, in an attempt to maximize profits. For 17 years, I considered Amex to be a great company — not based on the bills I received each month or the ridiculous $40 per year points program I’ve paid for since obtaining the card — but for their impeccable customer service.

Well, they’ve now joined the likes of Sprint as far as I’m concerned.

How much more money have they now lost through this piss poor brand experience? I don’t know, but I can tell you one thing for sure:

Momma didn’t raise no motherfucking plankton.

I had a meeting yesterday over lunch with a client of mine — Louis Bowles of locally based Louis’ Healthy Breads. Louis, John Ford and I are in the midst of planning a web strategy for his small business; an execution that will include the implementation of a blog and a redesign of his e-commerce enabled site.

At first glance, the scope of the project seemed extremely manageable and somewhat simplistic — essentially, it’s a blog with a product template and a tie-in to PayPal’s fulfillment processing. Over the past few months, though, I’ve come to recognize that the challenge of the project isn’t in its technical complexity or feature set, rather, it’s in pulling off the personable nature of the brand.

When Shiny, Shiny Design Doesn’t Work

Louis didn’t start his company to make short-term killer profits (though, I’m sure he wouldn’t turn them away); Louis took his creation to market because, quite honestly, it saved his life and he feels that people need great tasting, healthy aternatives in their diet.

My challenge is translating that degree of authenticity into the experience design of his web site.

Chris Fahey just posted the sixth installment of a brilliantly focused series entitled Class and Web Design. The ensuing conversation regarding the impact of class on the output of design is fascinating (read the posts and comment threads; I could never do it justice here). While I doubt “class” is the proper signifier for categorizing Louis’ concerns about coming off like a cold, mass-produced food industry giant, to Chris’ point, a company’s outwardly focused brand position is intrinsically tied to their target (and if they’re responsive, their actual) market.

Just take a look at the redesign of (and the conversation surrounding) the New York Post for an example:

As The Post shoots for local readers with specific desires of sports, entertainment and gossip coverage (all big type desires), Louis’ brand needs to register as if he’s your next-door neighbor — someone who deeply cares about your health and just so happens to have a busy kitchen at work to help you make sensible, delectable choices.

Does that mean the design of the site needs to be overly pedestrian? Not at all, but as with the example of The Post redesign, it needs to remain true to its core principles of Louis being Louis. The visual language of the site needs to reflect his engaging personality, while presenting a strong enough degree of credibility for people to latch onto.

The beauty of this project is that there’s enough room to play and enough leeway to iterate.

Design Basics

Subtraction is the standard approach to good design and focused communication — particularly within the interactive medium — so it’s essential that we reduce the brand to a distinct visual language and behavioral model that clearly communicates with the people who benefit the most from the product.

And because we’re adding the communicative element of the blog to the mix — somethat that will improve our responsiveness in meeting customer needs and steering the direction of the brand — the last thing we want to do is bury the product behind a conversation about the product.

With a brand as personal as LHB, we’re going to have to tow the line between authenticity and credibility. Prioritized simplicity, both visual and organizational, is key in making a step in that direction.

FORTUNE COOKIE: Sometimes the biggest challenges come wrapped in the smallest packages.

I had a great meeting today with CM, where we landed our first blogger for The People, Yes. And now, thanks to the ever-talented Anthony Piraino, we have the identity mark as well.

The initial blog is being designed as we speak and I’m crossing my fingers for a soft-launch sometime over the next week or so. More to come soon…

Over the years, I’ve spent a bit of my time writing about Amazon.com — ranging from posts critiquing their interaction model and interface design to propping their innovative, explorative iterations that have changed both online commerce and the web in general in extremely positive ways.

So someone, anyone, please explain to me what they’re thinking with this Unbox service model?

Cory Doctorow absolutely dissected their user agreement today, so I won’t spend any energy on that front. Read his article for the lowdown on their attempts of intrusion into your computer and your ownership rights.

After I read his post, I jumped over to Amazon to see for myself what all the bitching was about. Below is a sample Unbox product screen-shot:

(click for larger image)

The first thing I looked for was the user agreement that Cory tore to shreds, and in finding it next to the 1-Click button, something seemed odd.

1-Click isn’t enabled on my Amazon account.

Not jumping to conclusions, I figured that maybe I turned on 1-Click during one of my many visits to Amazon over the past few months, so I navigated over to my 1-Click settings.

Hm, turned off like I thought.

Thinking that there had to be some explanation about this default switch, I dove into their (well designed) help section and pulled up the 1-Click page. Guess what? Not a mention of Unbox anywhere.

So let me get this straight:

• Amazon unleashes Unbox, which installs what is essentially spyware on my computer in order to manage the DRM of the product
• Average users who are used to clicking on the Add to Shopping Cart button and backing out of the sales process if they’d like, are surprised with a no turnaround 1-Click setting
• Once the user buys media from Unbox, they are automatically stuck with abiding by the user agreement, which details how the spyware/DRM software is added to the host computer

Forget tricking people into making a purchase they don’t want — that’s easy to deal with — if I didn’t know any better, I’d venture to say that Amazon initiated the default 1-Click setting in order to get as many people as possible to engage in their crazy ass user agreement and initiate the installation of their software on our machines.

Tell us otherwise, Amazon, or I imagine that you’re about to feel the fury of a bunch of early adopters. And that goes much deeper in affecting your brand than a temporary drop of sales.

href=”http://www.zefrank.com/theshow/archives/2006/08/082906.html”>the show with zefrank

Blogger gal vs. Newspaper guy!

Well, not quite, but it makes a great lede, eh?

Sue, Lex and I met over lunch yesterday to discuss potential strategies for evolving the News & Record’s citizen journalism efforts. And no, we didn’t have a stare off.

Man… Lex is in a tough position; he’s completely open to forward-thinking ideas (I mean, his title is Citizen Journalism Coordinator), but he also seems to be up against a bottom line business that’s very adverse to risk. Apparently, changing the approach to meeting a historically profitable bottom line is a tough sell, even within an industry that’s on shaky ground.

It’s amazing how palpable sand can become to the heads of industry during innovative times.

That’s not to say that the N&R hasn’t been progressive with their citizen journalism efforts to date — they have — but Lex knows that in just a few years the N&R (both print and online) will have to directly compete with new forms of dynamic, community-based, participatory, online news applications (e.g. Newsvine), which will be free of legacy organizational overhead and be able to react with agility.

And you can’t forget those pesky bloggers.

The N&R needs to step up their game.

So we chatted. And ate. And chatted some more. And by the time our conversation came to a close, we had a number of interesting ideas on the table:

• Personal Relationships - Lex is looking to develop relationships with members of the Greensboro community, offering them the opportunity to use N&R resources (legal, photography, journalist feedback, etc.) to craft substantive citizen journalism. To me, this approach perfectly fits the future of print newspapers, as time-based news is dead on paper. They’ll have to compete as daily magazines (more depth, less coverage).

• Real-time Blogging Input - I suggested promoting a tagging schema that matched the classification structure of both the paper and the site:

  For example, identify and promote a unique set of “greensboro[xxxx]” tags, for anyone to use on blog posts, flickr images, etc. when generating Greensboro specific news, events, opinions, etc.

  Internally, the N&R editorial staff would then set up RSS aggregators with subscriptions of each tag search result.

  The real-time input of potential stories and assets would increase exponentially, while the N&R would continue to have editorial control, as the aggregator would serve as the queue into the publishing process

• Representation Across The Community - Sue focused on the concept of encouraging participation along the lines of community diversity (her connections with Uplifter is right along the lines of my focus with The People, Yes!). We talked about ideas ranging from developing blogging 101 material to share with a non-computer literate demographic to grass roots representation within sub-communities (e.g. school board meetings) to encourage live-blogging with the unique tag identifiers

An interesting start, but there’s still one major component that we’re skirting: Revenue incentives.

Lex made it clear that creating a participatory revenue model doesn’t fall under his charge, but the N&R is open to ideas. My perspective is that without incentive, participation will be lighter, with less quality and dedication. Any revenue generated out of these relationships should be viewed as found money, so share and share alike:

• To tap into the wisdom of the blogosphere by republishing the original post or an edited version, a buisness needs to develop a revenue model that fairly represents such a relationship.
• To partner with individuals from the community to generate community-based journalism, a business needs to develop a revenue model to encourage such a partnership.

It comes down to this: Pony up or we, the citizens, will simply get together and form collaborative blogs, creating relevant identities, gain a better footprint in Google over a 3 month period of time and, eventually, sign up with BlogAds to support our own voice.

That’s not a threat. ;-) I’m looking forward to our next conversation, folks.

UPDATE: Six months after the fact, in the NORG session at ConvergeSouth, Ed Cone backs up my philosophy regarding partnering with local bloggers/writers in a revenue share program.

Blogging is a strange beast.

I was on ScriptingNews yesterday, reading Dave Winer’s spot-on post about Google web clips. Frankly, it surprised me that it was a new feature to him, as I’ve had it displayed above my Gmail client for what seems months now. Maybe Google is releasing features in chunks of user groups? I digress…

Just as I began to create a post about the differences in my mental model when I’m searching for information and performing specific tasks to accomplish a specific goal within an application (with the former being the proper place for RSS advertisements [which is what they are] and the latter a place that should be free of such junk), I happened upon his post which used an out of context quote from Tara Hunt’s post as a lead into a somewhat self-aggrandizing post. Well, that shifted my posting focus.

Within 10 minutes I had moved from one blog to another, uncovering the gist of what her quote actually referenced. In the end, I found myself watching a 3 minute-long clip of Mena Trott and Ben Metcalfe going at it at Les Blogs conference in Paris. This somewhat common interaction in the midst of a conference (speaker and attendee getting worked up in debate) was different because it came into being due to the backchannel IRC conversation being presented behind Mena, which led her to call Ben out of the audience to back up his off-comment.

So instead of dropping a UX post, I found myself clued into who Ben Metcalfe is and this practice of presenting IRC conversations "to add texture" to a conference presentation—a practice which, I feel, is completely fucked up. Don’t agree? Feel free to create more noise for the sphere to devour. Monitoring the sheer amount of conversations that posted following the Mena-Ben exchange has been almost humorous. Yes, this post is my second referencing the “event.”

Look, blogging is empowering; it connects us individual human beings, allowing us to have a voice within the mass markets of consumerism. To Dave’s point, it’s also a hell of a lot more than that, as human behavior is impossible to predict or map out. The great thing about the blogoshere is that there is little to no organization or editorial control across blogs, but a snapshot of the conversation across the blogosphere might tell a different story.

We’ve already moved beyond the purist definition of a blog (or a web-log) into a sphere peppered with collaborative blogs, some laced with specific editorial agendas, others serving as a virtual world for friends in the real to pool their perspectives of the world. This evolution begs a bunch of questions to be asked:

• What happens to these voices in this ecosystem as the blogosphere continues to evolve?
• Is there a tipping point for these new blogs to leave the support system of the blogosphere and enter the capitalistic fray of the mainstream media?
• What signifies that initial shift; a weekly email between contributors agreeing upon editorial direction and goals, possibly?
• How about an advertsing or revenue model that only subtly effects the subject matter of posts?
• A blog isn’t a blog simply because of it’s posting and interactive features… or is it?

Are we moving towards creating more brand in the ether or is it the first step to creating grass roots, organized, activism with a catchy name to evoke information scent within the greased-palm structure of the mainstream media?

Oh, and about social tagging…