Musings on Design, Entrepreneurship, and the Creative Economy

communication

The coming revolt against Apple

08/11/2009

Over the last few years, Apple has solidified itself as the cool kid’s legitimate alternative to the Microsoft mainstream. They have excelled at packaging hardware and software together in sexy ways with usability that has put all the first-movers on defense, scrambling to catch up. The iPhone has been a smash hit and helped them expand their Mac market share substantially. broken-iphoneBut when you’re at the top of the cool mountain, it becomes increasingly difficult to keep your footing. There are storm clouds on the horizon, and there’s a revolution brewing.

The torches are being lit over in iPhone land. The iPhone has been a cult success in spite of itself in many ways. Other phones had better hardware and more features, and the iPhone was missing long standard features like MMS. But nothing matched the allure of the all touch screen form factor and the brilliant iPhone OS. When the App store was released, that made up for many of the (still persistent) feature deficiencies. But now that App Store is becoming a real problem for users and developers alike.

AT&T = Fail.

07/19/2009

After reading Tech Crunch’s article about AT&T’s current visual voicemail problems (AT&T Is A Big, Steaming Heap Of Failure), I realized I haven’t received a voicemail in a long time myself. So I went to test it – first I called my wife’s first-gen iphone and left her a message. It didn’t show up immediately, but a couple minutes later it appeared. Then I called my 3G phone from my wife’s and left a message. It’s been half an hour, and I haven’t received anything yet. In fact, I can’t see my deleted voicemails either – it appears it’s simply not working at all. Now of course I have to wonder if I’ve missed any important calls. Not cool.

How to respond to bad press online

07/18/2009

Following up on my earlier post about customer service being the new marketing, I just came across a great example of how your business should respond to bad press online.

For some reason, an insensitive phone call with a Spanish speaking customer was recorded and uploaded to YouTube, to the embarrassment of Frank Myers Auto Maxx. It got picked up by a very popular blog, The Truth About Cars, giving it broad exposure. Immediately the comments started coming, all of them disparaging to the dealer.

Customer Service is the new Marketing

07/17/2009

Customer Service is the new Marketing is a mantra at Mural, and something we emphasize with our clients. We always make sure that customer service is a core value of our clients marketing efforts, because we believe that it’s an essential skill set in our new internet driven economy. I was recently contacted by an old client I did some work for about 4 years ago that proves how true this is.

This company is a family owned, but multi-million dollar HVAC company in the North Texas area. It was started by the current owner’s father decades ago, and has always maintained that small, family owned, low tech quality that can be a very endearing trait. They have done a lot of things right in the history of the company that has helped them grow to such a large size…