Archive for March 19, 2008

5 Things Your Customers Aren’t Telling You [Ask The Consumerists]

thebasementshow.jpgI’m working on a 20-minute presentation to be delivered before a bunch of marketing dudes and dudettes and I’ve been tasked with delivering my attempt at insights about The Consumerist and marketing in general. I’ve come up with a general framework of “The 5 Things Your Customers Aren’t Telling You” and wanted to throw them out to see what you all think and see whether they’re a good representation of our overarching themes and beliefs. Here’s what I’ve got so far:


You don’t need marketing, you need better products.
Even if you give Kool-Aid man a boombox and oversized pants, it’s still sugar water inside his big glass head. You can only live up to your brand’s true identity. A homespun phrase sums up this philosophy: “You can’t polish a turd.”

Your customers aren’t listening to you.
They’re talking to each other, and your disgruntled employees, online. Communication channels are so broad and splintered that flooding the marketplace with repetitive messages is increasingly ineffective.

Privacy is more important than you might think.
What people mind most is not the giving out their personal information, it’s being surprised by that information being used to invade or degrade their privacy. Opt-in is king.

Ignore customer feedback and complaints at your peril.
Consumers are increasingly willing to use hardball tactics to get what they deserve out of your business relationship.

Have you ever tried telling the truth?
Not all products are meant for all people, so let’s stop pretending that they are. You deliver certain benefits at a certain price. And when you mess up, own up to it. Customers respect a business that truly acknowledge its shortcomings and makes honest efforts to fix them.

(Photo: Getty)

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Senator Obama on CNN tonight

Anderson Cooper spent the day on the trail with Senator Obama today in North Carolina.  The interview will air tonight on CNN’s Anderson Cooper 360 at 10:00 PM ET//9:00 PM CT.

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‘A More Perfect Union’: Messages from Pennsylvania

The only thing more impressive than the sheer number of responses to Barack’s speech that we’ve received so far is the diversity of the people who have submitted them. People of all races, religions, backgrounds and beliefs have found echoes of their own stories in Barack’s words, and inspiration in the hope that he offered.   

Marcia B. from Pennsylvania:

I’m a white, 74-year-old-woman — the demographic supposedly voting for Hillary Clinton. But I am for Barack Obama. I have been since he first spoke at the Democratic Convention refuting divisive politics, calling for the unification of what is desperate in America, asking Americans to turn the page and move into a new time and a new politics … America is and always has been multiracial and multicultural. I see in the younger generation such a willingness to come together with peoples of many colors and backgrounds and I applaud that. I hope those of my ilk can move beyond fear and prejudice and support moving into an America that can work to mend the broken places in our country and seek to lift us all to our greater possibilities.

Patrick K. from Pennsylvania:

I am a conservative Republican and have not always seen eye to eye with Sen. Obama on many issues. However, his words as well as his actions show that he is a great leader with a deep understanding of and love for our country as well as its people. This is not just change, this is a better way to run a campaign and a better way to govern our country. I will be proud to vote for him.

Randy C. from Pennsylvania:

Now I know why I am changing my registration to Democrat, so I can vote for Barack Obama on April 22nd.

There are only a few more days left for Republicans, Independents and unaffiliated voters in Pennsylvania to register to participate in the Democratic Primary. 

You can help by calling Pennsylvania voters right now to identify supporters and encourage them to register as Democrats by March 24th.

And if you live in Pennsylvania, you can register now.

Visit PA.BarackObama.com for more news and info from Pennsylvania. 

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Verizon Erases, Then Restores, Dead Wife’s Lost Voice [Pr]

playrewindmessages.jpgVerizon snipped one of the few remaining threads connecting Charles Whiting to his dead wife when they upgrade the 80-year-old man’s phone system. The update erased his wife saying, “The Whitings aren’t home,” a message Mr. Whiting listened to every day for the comfort it gave him. When Whiting called to complain, he was left on hold for an hour and was then disconnected. Then he waited on hold for another 90 minutes, only to be told that his wife’s voice was lost forever. Whiting said, “It was like she was still with me when I heard that. Now they took her voice away.” After his story hit the news circuit, Verizon restored the previously “irretrievable” message. Amazing how a little bad press works to get good customer service.

New York Man Loses Dead Wife’s Voice Message in Phone Service Upgrade [FOXnews] (Thanks to Ed!)
Phone Company Retrieves Voice From Past [AP]
(Photo: Getty)


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The New York Times ponders: How could irresponsible … [Recession Watch]

The New York Times ponders: How could irresponsible mortgage lending “take out take out the whole global financial system?” [NYT]


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Message from Barack: Five Years Later

Barack just sent out this email… 

Dear Samuel,

Sign on to the planFive years ago today, President George W. Bush launched a war that should never have been authorized based on faulty premises and bad intelligence.

This war has now lasted longer than World War I, World War II, or the Civil War.

Nearly four thousand Americans have given their lives. Thousands more have been wounded. Even under the best-case scenarios, this war will cost American taxpayers well over a trillion dollars.

And where are we for all of this sacrifice?

We are less safe and less able to shape events abroad. We are divided at home, and our alliances around the world have been strained. The threats of a new century have roiled the waters of peace and stability, and yet America remains anchored in Iraq.

I am running for President because it’s time to turn the page on a failed ideology and a fundamentally flawed political strategy, so that we can make pragmatic judgments to keep our country safe.

That’s what I did when I stood up and opposed this war from the start and said that we needed to finish the fight against al Qaeda. And that’s what I’ll do as President of the United States.

Please take a few minutes to read my strategy for ending the war in Iraq and making America safer. I hope you will sign on and show your support:

http://my.barackobama.com/fiveyearslater

Senator Clinton says that she and Senator McCain have passed a “Commander-in-Chief test” — not because of the judgments they’ve made, but because of the years they’ve spent in Washington.

She made a similar argument when she said her vote for war was based on her experience at both ends of Pennsylvania Avenue.

But here is the stark reality: there is a security gap in this country — a gap between the rhetoric of those who claim to be tough on national security, and the reality of growing insecurity caused by their decisions.

It is time to have a debate with Senator McCain about the future of our national security. And the way to win that debate and keep America safe is to offer a clear contrast — a clean break from the failed policies and politics of the past.

Nowhere is that break more badly needed than in Iraq.

Join me in supporting an end to this war and a plan for a safer America:

http://my.barackobama.com/fiveyearslater

The judgment that matters most on Iraq — and on any decision to deploy military force — is the judgment made first.

If you believe we are fighting the right war, then the problems we face are purely tactical in nature. That is what Senator McCain wants to discuss — tactics. What he and the Administration have failed to present is an overarching strategy: how the war in Iraq enhances our long-term security, or will in the future.

That’s why this Administration cannot answer the simple question posed by Senator John Warner in hearings last year: Are we safer because of this war? And that is why Senator McCain can argue — as he did last year — that we couldn’t leave Iraq because violence was up, and then argue this year that we can’t leave Iraq because violence is down.

When you have no overarching strategy, there is no clear definition of success.

Success comes to be defined as the ability to maintain a flawed policy indefinitely. Here is the truth: fighting a war without end will not force the Iraqis to take responsibility for their own future. And fighting in a war without end will not make the American people safer.

When I am Commander-in-Chief, I will set a new goal on Day One: I will end this war. Not because politics compels it. Not because our troops cannot bear the burden — as heavy as it is. But because it is the right thing to do for our national security, and it will ultimately make us safer.

Show your support for a clear strategy to end the war in Iraq and focus our national security efforts on making America safer:

http://my.barackobama.com/fiveyearslater

Here are the core elements of my strategy to address our critical national security challenges in the 21st century:

  • End the war in Iraq, removing our troops at a pace of 1 to 2 combat brigades per month;
  • Finally finish the fight against the Taliban, root out al Qaeda and invest in the people of Afghanistan and Pakistan, while making aid to the Pakistani government conditional;
  • Act aggressively to stop nuclear proliferation and to secure all loose nuclear materials around the world;
  • Double our foreign assistance to cut extreme poverty in half;
  • Invest in a clean energy future to wean the U.S. off of foreign oil and to lead the world against the threat of global climate change;
  • Rebuild our military capability by increasing the number of soldiers, marines, and special forces troops, and insist on adequate training and time off between deployments;
  • Renew American diplomacy by talking to our adversaries as well as our friends; increasing the size of the Foreign Service and the Peace Corps; and creating an America’s Voice Corps.

Please take a minute to show your support for this plan:

http://my.barackobama.com/fiveyearslater

We are at a defining moment in our history.

This must be the election when America comes together behind a common purpose on behalf of our security and our values.

That is what we do as Americans. It’s how we founded a republic based on freedom, and faced down fascism. It’s how we defended democracy through a Cold War, and shined a light of hope bright enough to be seen in the darkest corners of the world.

When America leads with principle and pragmatism, hope can triumph over fear. It is time, once again, for America to lead.

Thank you,

Barack Obama

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How hiring a consumer lawyer is different … [Lawyers]

How hiring a consumer lawyer is different from hiring a regular lawyer, and potentially much less costly. [Caveat Emptor]


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Evening News: ‘The World Beyond Iraq’

Earlier today Barack gave an important speech to mark the five year anniversary of the Iraq war, titled “The World Beyond Iraq.” Barack called for a turn away from the path of “unending war and unilateral action” and an end to a politics based on fear and division.

From the New York Times:

In an address delivered to an invitation-only audience at a community college, Mr. Obama praised the military’s service, specifically singling out those based at nearby Fort Bragg and Pope Air Force Base. Yet he said the war had not been worth the toll taken on military families and the nation’s security. He amplified his call to remove one to two brigades a month with a goal of having combat brigades out of Iraq within 16 months.

… Mr. Obama appeared at the Fayetteville Technical Community College, where a handful of uniformed soldiers were in the small crowd for what the campaign billed as a major policy address on Iraq and national security. The address was designed to mark the official starting date of the war.

… “The lesson of Iraq is that when we are making decisions about matters as grave as war,” Mr. Obama said, “we need a policy rooted in reason and facts, not ideology and politics.”

From the Associated Press:

In a speech not far from North Carolina’s Fort Bragg military base, the Democratic presidential hopeful told military families and local officials that the war has emboldened al-Qaida, the Taliban, Iran and North Korea.

“Ask yourself,” Obama told the crowd, “Who do you trust to end a war: someone who opposed the war from the beginning, or someone who started opposing it when they started preparing a run for president?”

… “What we need in our next commander in chief is not a stubborn refusal to acknowledge reality or empty rhetoric about 3 a.m. phone calls,” he said. “What we need is a pragmatic strategy that focuses on fighting our real enemies, rebuilding alliances and renewing our engagement with the world’s people.”

… “This is why the judgment that matters most on Iraq - and on any decision to deploy military force - is the judgment made first,” Obama said.

From the CBS News:

Calling the war in Iraq the product of a “failed ideology” and a “fundamentally flawed political strategy,” Barack Obama sought to outline a clear differentiation between not only himself and his Democratic rival Hillary Clinton, but Republican nominee John McCain as well.

“The way to win a debate with John McCain is not to talk, and act, and vote like him on national security, because then we all lose,” said Obama. “The way to win that debate and to keep America safe is to offer a clear contrast, and that’s what I will do when I am the nominee of the Democratic Party – because since before this war in Iraq began, I have made different judgments, I have a different vision, and I will offer a clean break from the failed policies and politics of the past.”

… Repeating his assertion that he will immediately begin withdrawing troops from Iraq as soon as he takes office, his plan is to remove one to two brigades a month, which would have all troops out of Iraq in 16 months. “After this redeployment, we will leave enough troops in Iraq to guard our embassy and diplomats, and a counter-terrorism force to strike al Qaeda if it forms a base that the Iraqis cannot destroy,” he said. “What I propose is not – and never has been – a precipitous drawdown.”

Stabilizing Iraq, according to Obama, will require the Iraqis taking a bigger role in running their own country. “It is precisely this kind of approach – an approach that puts the onus on the Iraqis, and that relies on more than just military power – that is needed to stabilize Iraq,” he said.

From the Washington Post:

“In 2002, when the fateful decisions about Iraq were made, there was a president for whom ideology overrode pragmatism, and there were too many politicians in Washington who spent too little time reading the intelligence reports, and too much time reading public opinion,” Obama told an audience of military and community leaders, in a speech titled “The World Beyond Iraq.”

…. He noted that McCain yesterday had mixed up Sunnis and Shiites while discussing the terrorist threat in Iraq, during the Arizona senator’s trip through the Middle East. “Maybe that is why he voted to go to war with a country that had no al-Qaeda ties. Maybe that is why he completely fails to understand that the war in Iraq has done more to embolden America ’s enemies than any strategic choice that we have made in decades,” Obama said.

From the Chicago Tribune:

Noting that the war in Iraq now has lasted longer than either of the World Wars or the American Civil War, Obama argued that the Iraq War in addition to the lives lost and treasure spent has opened a “security gap” for the United States by weakening its strategic position.

“There is a security gap in this country – a gap between the rhetoric of those who claim to be tough on national security, and the reality of growing insecurity caused by their decisions,” Obama said.

You can read Barack’s full plan, and then sign on to show your support for a safe and responsible end to the Iraq War.

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