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How Sprint Pushes Customers Out the Door

Filed Under Branding, Marketing, Successful Blog | 72 Comments

There’s Barriers, Then There’s Badly Broken

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Yesterday I wanted to switch my son’s Sprint/Nextel account over to online pay. I knew the drill. I’ve done it before plenty of times on plenty of websites. I hit pay bill and enterred the data. They requested a BAN passcode. Huh? What’s that?

BAN Passcode

Under that picture was this disclaimer:

Note: The approval process can take up to 10 business days. If you have a payment due before then, please use another payment method.

I contacted Customer Care online as asked and got this reply 30 minutes later. Read more

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Frosted Mini-Wheats Design that Hooks Readers

Filed Under Branding, Customer Think, Marketing, Successful Blog | 15 Comments

Quality of Life

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I see the picture on a telephone book. That’s not me there. That’s not anyone I know. That’s stock photography. I can spot it from a mile away. It looks like a wallet photo. It looks like the picture that comes inside a picture frame that I bought at the office supply store — flat and cheery with no humanity behind it.

The same is true of some blogs and websites. They look expensive, but they have no heart. They don’t call to me in any way. Stuff is there, but the music for my eyes is missing. My finger clicks before I think.

Take a moment to stare at a blank wall. Then look at your blog as a stranger might. Is there something that pulls you in, a promise, a wink, a hint of relaxation or surprise? If you don’t see an emotional hook there, perhaps your blog need a makeover to get some “Frosted Mini-Wheats” design. Read more

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9 + 1 Things Every Reader Wants from a Writer

Filed Under Basics, Comments, Customer Think, Marketing, Successful Blog | 68 Comments

Where to Start

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It can seem complicated to write for a readership that includes beginners to experts. I’ve done it for over two decades. It can seem like there’s too much to consider to meet them all at their own level.

My experience is that beginners and experts are not that different when they read. They might choose to read different things, but we all do. Beyond that difference of content, beginners, experts, and those of us in the middle — all readers — want the same things from a writer. Read more

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Writing for Readers — What’s My Promise as the Writer?

Filed Under Branding, Customer Think, Marketing, Successful Blog, Writing | 5 Comments

Readers One and Many

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Most people think of writing as an individual activity. Many folks say, I write only for me! That could be so, but even then what a writer writes comes from experience, observation, and interaction with other people or of the writer as a person. Writing is intimately individual but also dynamically social. Even when people don’t read what I write, they have inspired it in some way or another.

Writing for an audience can seem overwhelming. It’s easy to get caught in a loop — thinking of each person who might drop by as someone you specifically have to write to. I find what works best for me is to define the group and to define my promise to them as a writer. Read more

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AT&T & ME w/o DSL — Why AT&T Won’t Fix Problems

Filed Under Analysis, Branding, Customer Think, Successful Blog | 47 Comments

The Problem

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5:30a.m. Up and to the kitchen. Turn on the coffee. To the office. Turn on the computer. Take a shower.

5:45a.m. Get coffee. Get to work. OR NOT!

Wait a minute. What’s wrong here? Walk to the router. I have no DSL. I have things to do. It’s still DARK OUT.

6:00a.m. Consider options. Start to execute. Then envision images of screwed system. Recall pact that I will die first, because I’ll never be able to figure out how this home network is configured.

6;30a.m Wake up IT husband. Tell him we have no DSL.
He gets coffee, looks at router, see light off, and confirms it.

6:45a.m. Call AT&T. Listen to recording. Punch in numbers. Answer questions. Find out that we need to call another number.

7:00a.m. Call AT&T Number 2. Listen to recording. Punch in same numbers. Answer same questions. Finally get a person on the line. Start by saying the following.

ME: Hi, before we begin, could I just say that we have a sophisticated system here, that it was working at midnight, that everything is correctly connected, and that I’ve turned things off and on again.

AT&T SHE: Can I call you by your first name? Read more

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