Lately I have been reading a lot on-line about customer service, particularly about social media and customer service. You may have followed a few news stories that covered how someone's tweets very quickly managed to get the attention of a large company. Then recently Chris Brogan discussed "guest experience design" and he followed up by touching on another new catch phrase "experience facilitators" (you might think "hotel concierge"). All of these discussions really are about marketing: marketing our businesses, marketing ourselves as employees, marketing ideas to our employers, marketing ideas to and for our clients, the list goes on. As I thought about all of this, it occurred to me that I would give you my take on "Guest Experience Design" and it might be fun to look back on some national advertising campaigns and see how effective these have been as "experience facilitators" over the years. This will be a multi-post personal walk down memory lane, because like the Meg Ryan's character in "You've Got Mail" said: "Whatever else anything is, it ought to begin by being personal."
Disney Resorts and Windows 7
Today I am going to combine two national advertising campaigns: Disney Resorts and Microsoft's Windows 7. I am a consumer of both and; therefore, an expert of sorts. Have you seen the latest Microsoft Media Campaign? It is "Windows 7 Was My Idea!"
This is a very clever ad campaign, but did you ever think that if Windows 7 is a commercial failure, like Vista was thought to be, Microsoft will have all of us to blame? All of the consumers that submitted suggestions, complaints, ideas, will be doing battle with thst MAC guy! Microsoft is trying to reach the people, the consumers, and thank them for their input on the ultimate guest experience design.
Now you are probably wondering how this campaign ties into Disney Resorts. I like to think that Disney's Fastpass was my idea. Historically I have been visiting Disneyland in Anaheim, California since 1955. My parents would drive us from San Diego, before Interstate 5 existed, when Orange County was really all orange groves. But there came a time in April 1994 when I visited Disneyland with Dennis (my husband), Aaron and Dan (our sons then 13 and 10) and my mother-in-law (then 82). In those days the Disneyland entrance had a huge sign that said "The Happiest Place on Earth". As a little girl, as a teen-ager, even as a young adult I never gave those words a second thought, but on April 17, 1994, I knew I was not in the happiest place on earth. The park was so crowded and really congested that one had to wait anywhere from 45-90 minutes to take a ride. In six hours we managed to ride four of the major rides and my children turned to us and said "can we leave now?" When we returned home from our long planned vacation I wrote a letter to the Magic Kingdom. I didn't yell, scream, or belittle the Disney staff, I didn't even ask for my money back. I calmly told them my story. I opened with this sentence: "On April 17, 1994, Disneyland was not the happiest place on earth." I pointed out to them that my mother-in-law was in a wheelchair sitting in the shade of a tree by the Matterhorn, waiting for us to disembark from the Matterhorn, when suddenly a man fell out of the skyway ride and into the shade tree! The day went downhill from there. My overall approach was not to just complain about the crowds, but to offer a solution. I suggested that Disneyland consider controlling the number of tickets sold per day, similar to a National Park (Yosemite) or any concert/special event venue. Then everyone would be able to enjoy that which they had perhaps saved for a lifetime to enjoy. About two weeks later I received a very nice letter from Disneyland. They thanked me for my suggestion and asked me to send them a copy of my receipts for all that we had spent at Disneyland that day. I sent them the receipts, two weeks later I received a gift certificate in the amount of $350 and in 1999 Disney's virtual queuing Fastpass was introduced. So you see I like to think that the Fastpass was my idea and maybe in some small way my ideas did matter to Disney. I like to think so.
Final thoughts and questions
In today's world I might have tweeted about my Disney experience in the moment and Disney would probably jumped right on my Tweet. But would they have had the opportunity to think through a resolution that would improve the experience for every potential guest? What do you think? Do you work on your "guest experience design"? Do you facilitate your guests' experience? Does the design control the guest's experience or does the guest's experience control the design?
Is Bing a decision engine, a surname, a candy bar, a slag heap? Over the past couple of months I have been reading a lot about Microsoft's new search engine BING.com. We are all familiar with Microsoft, right? We know about Live Search, Windows Live Search, and MSN Search. And now we have Microsoft's latest reincarnation, BING, and more importantly BING is being referred to as a decision engine as opposed to a search engine. I suppose MS is for all intents and purposes now a matchmaker! Not only is MS finding you mates to choose from they are determined to help you make the decision.
A few of observations about BING:
On the serious side: I want our clients to know that the Webconsuls' Team will be following and studying the impact of BING from an SEO standpoint. That is what we are tasked to do. There are a number of questions to be asked and answered, but we must do this responsibly. And on that front, Webconsuls will keep our clients informed.
BING is quite lovely to look at. Everyday the home page photo changes and these photos are dramatic. Google's basic home page is pretty blank, but works. Yahoo, which by the way is still my default home page has a lot of information and I have grown accustom to reading the news' headlines, clicking on finance, travel, etc, I have never had a Yahoo account or email account.
There are a number of sites that you can visit that will allow you to compare search results for BING to GOOGLE, like this one. And there is another site that lets you compare search results from GOOGLE, BING, and YAHOO. This site's search results are returned in a "blind" state and the fun feature about this site is that you can vote for which search results best suits your search query. You might be surprised which search engine's results you really like.
My final thought today has to do with the choice of the name "BING". I will say that writing this blog always gives me an opportunity to learn new things and today is no exception. Why "BING"? I understand that originally Microsoft was going to call their new search (decision) engine KUMO. They actually registered both trademarks with the United States Patent and Trademark Office. KUMO is a Japanese word that means spider or cloud. Hmmmm, well I guess we can all get the "spider" connection to the world wide web and in the IT world "cloud" is a metaphor for the internet, so I guess it could have cleverly worked. So I come back to question: why "BING"? I am going to assume, although I know that can be a mistake, that someone at Microsoft looked up the meaning(s) of the word "BING".
BING Toy Company founded in 1863, famous for the manufacturing of toy trains Bing is apparently a fairly common surname, and let's not forget Chandler Bing of Friends BING Candy Bar, made in Iowa BING cherries, all with pits Bing is another name for a slag heap which is a collection of the tailings or by-products of mining (DATA Mining comes to mind?) Bing is the name of a soft drink produced in England Bing is the name of Chinese flat bread Bing is also a phrase used by prison inmates to describe solitary confinement
Ok, maybe they didn't do a lot of name research, maybe they just liked the sound of "BING". Maybe they like saying "Bing and Decide". Whatever....I invite you to go to their Discover Bing informational site and learn all about it.
Webconsuls will continue to study BING and keep you informed. Let me know what you think.
OpenOffice.org 3 is the leading open-source office software suite for word processing, spreadsheets, presentations, graphics, databases and more. It is available in many languages and works on all common computers. It stores all your data in an international open standard format and can also read and write files from other common office software packages. It can be downloaded and used completely free of charge for any purpose.
I have been using Microsoft Office ever since I was a kid. It is very easy for a person to ignore the other amazing software available. I recently upgraded to Windows 7 which did not come with Microsoft Office; I decided I would try some of the open-source software out there. I downloaded OpenOffice.org 3 with a bit of skepticism, I had trouble believing that OpenOffice.org 3 will stands up to the test.
So far I have not come across anything that I could not accomplish with OpenOffice.org 3. On top of that, it was completely free, which is quite a bit less than Microsoft Office at $149.99. That being said, I think it will be hard for me to ever use Microsoft Office again. Give it a Try, I do not think you will find yourself disappointed.
Windows 7 Beta Story Continued... After hours and hours on the phone with HP, I realized that they understood less about my problem than I did. Go Figure! HP sent me discs, when those didn't work they sent me more discs, and when those did not work they sent me more. I finally had to say enough is enough!
I decided to enlist the services of a third party, which really means, I dropped off my computer to be fixed and ran like hell. My hope now is that my only step left in fixing my problem is just to go and pick up my computer.
I believe that I have made it over the hump. Everything should be downhill from here on out, or at least I am praying that is the case. I have to remind myself that we are dealing with computers! I will say that I am looking forward to getting to play with Windows 7 Beta again, since I am pretty sure I cannot mess up anymore than I already have!
A billionaire, a passionate techie (QUICK GET THIS MAN AN IPHONE!) and a shrewd businessman, Bill Gates has changed the world once, while leading Microsoft to dizzying success. Now He plans to do it again with his very own style of philanthropy. Gates hopes to solve some of the world's biggest problems, from building great teachers to stopping Malaria. In a passionate and, yes, funny 18 minutes, he asks us to consider these two big questions and how we might answer them. (Check the Q&A on the TED Blog. http://blog.ted.com/ )
Internet Explorer crashes Send Error Report! It seems like when I open IE, nine times out of ten it freezes upon opening; then I get a message asking if I would like to send an error report or not. I have installed and reinstalled IE several times, but to no avail. It makes me wonder what Microsoft does with all the error reports that I send them; it sure seems like those hundreds of error reports that I send to IE do very little.
How is it it that the browsers that are not as compatible as IE work so much better? If I could only use Google Chrome for all my Internet needs I would be very pleased. Unfortunately, I have to use Internet Explorer for particular tasks, even if it opens one time out of ten. Patience is truly a virtue when dealing with IE!
My hope is that as Google Chrome gets better, I will be able to use Internet Explorer less. With time I hope to eventually move away from IE for good. In many respects one can manage with using any of the available browsers; the question is how much frustration can be endured before you only want to use one browser? All I want, is that when I send off error reports to power houses like Microsoft, they could at least fix the problem.
Microsoft signed Jerry Seinfeld to do advertisements with Bill Gates almost two weeks ago. This is Microsoft's attempt to show how Windows connects everyday common people through a series of dry humor comedy. This campaign is a part of approximately $300 million overall investment developed by edgy ad shop Crispin, Porter and Bogusky. Jerry Seinfeld earned $10Million dollars from the first ad alone, which is 3% of Microsoft's annual advertising budget alone.
The videos will probably not benefit Microsoft at all considering this is their first attempt to compete with Apple's videos which get straight to the point. Apple's advertisements concentrated on comparison of Apple vs PC where as Microsoft's attempt so far is well, umm, no words to describe it really.
According to an article by Reuters, "Microsoft said the commercial is part of a broader, long-term initiative to change consumers' perception of Windows, which will include setting up a retail corner at several hundred Best Buy and Circuit City stores staffed by "Windows Gurus" to explain the benefits of Windows."
Imagine being able to share the places and things you love using the cinematic quality of a movie, the control of a video game, and the mind-blowing detail of the real world. With nothing more than a bunch of photos, Photosynth creates an amazing new experience!
Heroes are all around us. Whether the hero is a neighbor, relative, co-worker, teacher, or you, people are working every day both collectively and independently to change the world, From developing technology innovations to adding value to business to reducing energy consumption, these everyday heroes are living among us, working in server room, optimizing infrastructures, developing tools and turning date into relevant insights.
Heroes aren't mythical beings that exist only in books or in movies,
Microsoft and Yahoo have yet to work out a deal for Microsoft to takeover Yahoo via a stock bid in the $30 range. We at Webconsuls are not noting this in the slight chance that you hold Yahoo stock or in my case stock options. It is significant to note the impact of re-merger of the 2 giants in the search results category.
That is, Yaho and MSN used to have a search marketing partnership which ended about 2 years ago. With Google the clear market share majority player, it would be nice to see Yahoo beef up its partners, especially for MSN who since the split from Yahoo has yet to be a formidable opponent.
In a perfect world, Yahoo Sponsored Search would give us the option of eliminating the partner network with the exception of MSN, should a merger ever be completed.
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