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Music industry hits bottom. Starts digging.

September 25th, 2005 | Comments | Posted in Business Strategy

So now the music industry wants a slice of the iPod sales because they say Apple should be giving variable pricing on the songs, rather than the flat 99 cents.


At an investors’ conference in New York, Warner Music Group CEO Edgar Bronfman Jr. said the price of downloaded songs should vary depending on the popularity of the songs and the artists. He called Apple’s across-the-board $0.99-per-song charge unfair.

 

"There’s no content that I know of that does not have variable pricing," said Mr. Bronfman at the Goldman Sachs Communacopia investor conference. "Not all songs are created equal—not all time periods are created equal. We want, and will insist upon having, variable pricing."

 

Mr. Bronfman’s remarks came in response to Mr. Jobs’ statement on Tuesday blasting the music industry for pushing for an increase in the price of downloaded music, saying their demands, if met, would serve to encourage piracy, which has eaten into the industry’s profits.



Jobs is absolutely correct. This is recording industry greed, pure and simple. The idea that the "base" price for a song’s creation comes in at a list price of 99 cents is bullshit. I’m no expert, but I’d be willing to bet that if you calculated the real price a song creates to produce (including all related costs), you’d come out at something much lower than 99 cents.



Bronfman said:


"To have only one price point is not fair to our artists, and I dare say not appropriate to consumers. The market should decide, not a single retailer,” said Mr. Bronfman. “Some songs should be $0.99 and some songs should be more. I don’t want to give anyone the impression that $0.99 is a thing of the past."

 

How in the world is it "appropriate" for me to pay more for a song? And oh! – the market IS deciding! Just because you’re not listening doesn’t mean the market (i.e. those pesky consumers) isn’t voicing its desires.


"We have to keep thinking how we are going to monetize our product for our shareholders," added Mr. Bronfman. "We are the arms supplier in the device wars between Samsung, Sony, Apple, and others."



Arms suppliers – nice analogy, considering the arms suppliers are usually heartless, greedy bastards who would sell their grandmother for a dollar and supply the highest bidder. Funny he says something like this while Lord of War is in theaters. But you know who suffers the most from a "war"? The non-combatants.



Here’s the best part though – Bronfman isn’t just upset that he’s not getting enough off of sales via Apple.


The satellite radio industry also came in for some rough treatment from Mr. Bronfman, who believes the old contracts the music industry signed with the two major satellite radio outlets have run their course and should be taken before an arbitrator.

 

"It’s now time for satellite radio to pay. We gave them a seven-year license at vastly below-market rate to allow that business model to occur," he said. "There is no reason for their content cost to be one-tenth of what everyone else is paying and have this done on the backs of the music industry while they pay market rate to the NFL, Howard Stern, and Major League Baseball."

 

Sirius Satellite Radio has paid a reported $500 million to secure the services of the self-styled "king of all media," Howard Stern. And both XM and Sirius have announced a number of multimillion-dollar sports broadcast contracts.



So now that the satellite radio channels are making money, he’s upset that his original contract wasn’t greedy enough. He wants to break his contract because he underestimated their success and overestimated the contract terms. You think if XM and Sirius had not done well, he would have been happy to renegotiate their contracts? Yeah, I don’t think so either.




Google Adwords

September 25th, 2005 | Comments | Posted in The Internet

Cringley is always an interesting read, and in this recent article he tackles Google AdWords. Interesting info about their algorithm.

This second effect deserves its own paragraph. As a Google advertiser you can decide to pay some amount — say $0.20 — to have your ad appear whenever someone’s Google search includes the word "Cringely." To be honest, I just checked, and while there are 1,030,000 Google results for "Cringely," there are no ads at all on the results page, indicating — as many have long suspected — that I have no commercial value whatsoever. But for searches that involve very common words like "mountain bike," or "libido enhancement," for example, there are multiple pages of ads, and what puts your ad on the front page is not just how much money you are paying, but also how frequently Google searchers actually click on your ad.

This makes a lot of sense because Google wants to feature ads that its users find interesting enough to click on, both because it indicates they are more intrigued than annoyed by the ad and because Google makes money from the clicks-through. So without having to actually read the ads individually, Google has found a revenue-generating way of measuring their usefulness to readers by monitoring click-throughs.


AA Debacle: Comment answered

September 24th, 2005 | Comments | Posted in Business Strategy

In the original AA Debacle blog entry, a site visitor responded with some interesting thoughts. Rather than respond inline on that thread, I’d like to address them in a new thread all together. I’m not snipping anything, but will reply inline with his comment. Here it goes…


Do you have proof of this alleged incident? Didn’t think so. You are no different than the 1,000s of other freeloaders that file frivilous lawsuits against companies or complain about non-existent problems in the hopes of getting something for nothing.



I’m not sure what kind of proof you’d like to see. I’m not sure I could replicate a series of phone calls (I’m not in the habit of recording every call I make, especially those where I don’t assume beforehand that there will be problems. My hope here was that American would simply take care of their loyal customer.



Secondly, I’m not talking about any form of legal action. I have neither threatened this, discussed this, or honestly, even thought about this.



Third, you mention that there is a "non-existent problem". Perhaps to you, but to me, this was a real and tangible problem. Set aside the emotional disappointment in realizing that long-term loyalty and evangelism might have been replaced, look specifically at the fact that I’m out $50 that I shouldn’t be.



Lastly, I’d like to remind you what I posted about wanting from AA in the original entry on the subject. These were shown in order of desire:

  • A phone call of apology
  • A written letter of apology
  • A comment on this blog that apologizes
  • A surprise that blows me away
  • Travel vouchers (of an amount that would actually cover a real ticket for me)
  • Mileage credit

You’ll see that my desire for tangible goods ranks at the bottom of the list.


A true business professional does not whine on a blog and try to harm the reputation of a company that he alleges loyalty to. Kind of like a wife beater that goes to the bar and brags to his buddies in a twisted attempt at gaining approval for his actions – even though he knows what he has done is wrong.



My purpose on this blog has always been to discuss community and the relationship between companies and consumers. This case study (even if you think I’m lying about it – which I’m not) is a great way to discuss and learn how to avoid consumers feeling exactly like I do. I’m not trying to harm the reputation of AA at all. If anything, I’m offering them an opportunity to make this right, win back my loyalty, and show the readers here what  great company they are. If they choose not to do so, they are hurting themselves.



As far as the wife beater analogy, I’d like to hope that you’re not actually comparing me to a wife beater. I’ll give you the benefit of the doubt on this one.


If you transact business with companies other than AA, ask them how long you would retain a relationship if you aired your grievances in a public forum. (please post the results of that survey here)



First of all, I’m not a business associate of AA. I’m a consumer, and a valuable one at that. In my day job, I sit on the other side of the fence, listening to concerns and problems from consumers and work to not only solve those issues, but ensure that they don’t happen again. I do it by forming relationships with the consumer base I work with. The consumer I work with complain publicly all the time, and the fact that I address their concerns time after time with postive, real, quality answers is what changes their opinion of me and the company I work with. AA could be doing the same – they just have to choose to do so.


Be a professional and confine your grievances, alleged or otherwise, to private channels. The real question should be; Why is Southwest afraid to operate from DFW?



I couldn’t possibly see how Southwest and DFW have anything to do with this conversation, so I’m going to skip past that.



As far as "being professional", why? This isn’t a relationship between two business, this is a relationship between a consumer and a company. Those are two very different things. I’m not sure why you’re so convince I’m lying – I’m sure you’ve had similar experiences with at least one company before. I gave them a third chance in conjunction with my original post here, which (as you can see from the previous blog entry), was a complete let down.



But the fact is, I gave AA two chances to make this right before moving here. And by moving here, I’m giving them even more chances to make it right. They aren’t, and don’t any signs that private channels will help at all. As you can see, I’ve already had offers of help from two AA employees – something I don’t have access to in "private channels" that aren’t currently working.



The key here for me, however, is that evangelism isn’t only promoting a company when they do good things for you. Evangalism includes the negative things companies do too. You seem to think that I owe AA something. The answer to that is simple – I don’t owe them anything. The only group I owe anything to is the people I’ve evangalized AA to in the past – my friends, family, co-workers, and sometimes strangers. If they fly AA based on my recommendation and have the same issues I do, my stock with them goes down. Those people are far more important to me than a company who is clearly showing a lack of interest in making me happy.

AA Debacle: Jake’s Reply

September 24th, 2005 | Comments | Posted in Business Strategy

Here’s my reply to the latest message from AA (mentioned in this previous post):


First let me say thank you for your response. Unfortunately this message – clearly a canned answer – did absolutely nothing to address my concerns and problem. In fact, you’re doing more to harm our relationship than to help it with this response. The tone of the message, especially the last paragraph, borders on insulting. You’d have done better to simply not reply at all.



I’d ask you to re-read my original mail (inline below) and address my concerns. I understand your policies as you’ve outlined them, as I understood them in the original call with the agent and her supervisor referenced in my original mail.



The policy, however, was not and is not the problem. The problem centers around the fact that the original agent told me that the policies were something different than what you’ve outlined below. The problem is that you’re willing to give up a long-term relationship with a valuable customer over your desire to make me pay a $50 fee. The problem is not even the fee, it’s the attitude displayed by the tone and content of this email, as well as the attitudes of the reps I spoke with.



Please make sure to read my original email below before responding again. Canned answers may work for certainly "standard" inquiries, but this is not a "standard" inquiry.



Thank you,

Jake McKee





Yeah… the clock is still running on that "resolution" thing…

AA Debacle: We have contact! Well, sorta…

September 24th, 2005 | Comments | Posted in Business Strategy

I finally heard back from American Airlines today. The response was…uh… well, here, read it for yourself.


Dear Mr. McKee,



Thank you for visiting the American Airlines Web site and for your recent e-mail to AAdvantage Customer Service.



Our award fee structure is based strictly on departure date, rather than delivery time.  When flights are ticketed 21 days or more prior to departure, there is no award fee.  Ticketing 20 – 7 days prior to departure requires a $50 fee, and ticketing 6 days or less prior to departure requires a $100 fee.  A $25 add-on fee applies to each additional award whenever multiple awards are claimed at the same time. Electronic tickets will be delivered via email or fax, while paper ticket delivery will be by U.S. mail (or by overnight delivery when applicable) to the AAdvantage member’s address only. 



To use AAdvantage miles for travel, members simply make their award reservations and obtain award tickets simultaneously.  Most AA awards can even be booked and ticketed on our Web site, AA.com.  The same fee structure applies.



Effective August 1, 2005, non-flight awards such as AAdvantage car awards and conversion awards will be available exclusively online at www.redeemAAmiles.points.com. There is a $25 processing fee that applies per partner, per account. Until then, these awards can be claimed through AAdvantage Customer Service, and the following fees apply:  We will guarantee delivery in 6 days for $75, plus the $20 add-on fee for each additional certificate.  There is a $25 fee for delivery in 21 days or more.  



Our AAdvantage award fee structure is closely aligned with the advance purchase requirements for revenue tickets.  If you have the flexibility of purchasing airline tickets in advance, you can often benefit from discounted fares.  On the other hand, if you purchase a ticket at the last minute, your only option may well be higher, non-restricted full-fares.  Similarly, if you have the flexibility of planning your award travel 21 days or more before departure, then you will not incur award fees.



Please understand that award fees help us generate more revenue for products and services that our members value. The fees we charge allow us to continuously improve procedures associated with the AAdvantage program, such as implementing electronic tickets, electronic upgrades, AAdvantage self-service options on AA.com and other enhancements.  In a program without membership fees, they are virtually irreplaceable.



I’m sorry my response couldn’t be more positive.  We value your loyalty and are eager to continue the beneficial relationship we have enjoyed thus far.  Thank you for your understanding.



Regards,



Paula Collins

AAdvantage Customer Service

American Airlines



Clearly this is a form letter – cranked out by either an automated scanner or a person who is scanning the mail for certain keywords. Either way, it’s obvious that the person reading or reacting had little to no interest in solving my problem. There wasn’t even so much as a passing reference to the actual problem I mentioned in my orginal mail.



Beside my general distaste for the nearly condesending lesson on AA processes and procedures, there were a couple of bits that stuck out:


Please understand that award fees help us generate more revenue for products and services that our members value. The fees we charge allow us to continuously improve procedures associated with the AAdvantage program, such as implementing electronic tickets, electronic upgrades, AAdvantage self-service options on AA.com and other enhancements.  In a program without membership fees, they are virtually irreplaceable.



So let me get this straight – I’m the one paying for the AA loyalty program?? Rather than offer these services as a way to obtain and retain loyal customers, AA is admitting that loyalty rewards only exists if I’m willing to cover their costs? Let’s think about this with a different example for a second. When I go into Smoothie King (which I do often), they punch a card once for every smoothie purchased. When the card is full, I turn it in for a free smoothie.



Now imagine if Smoothie King offered the free program, but then told me in order to cover the costs of the money they loose on the free smoothies for everyone, I have to pay a conversion fee to redeem my punch card. Doesn’t that pretty much defeat the purpose? Further, imagine if Jamba Juice sold smoothies for 20% less than Smoothie King and they were right next door. What’s the point of the loyalty program at that point?



I understand the economics of a loyalty program, especially for a faltering company like AA. But this is seriously the best canned response they could write?



But that aside, it still doesn’t address the point of my email – a specific problem related to a specific incident, with a specific concern.



The rep who sent this form mail, very obviously stuck a personalized note at the end, which runs right past unimpressive and borders on insulting:


I’m sorry my response couldn’t be more positive.  We value your loyalty and are eager to continue the beneficial relationship we have enjoyed thus far.  Thank you for your understanding.



So after I told them I’m a platinum member spending tens of thousands of dollars a year, the best "please don’t leave" they can muster is that they are eager to continue getting my money? And it nearly made me laugh that when I read about the rep being sorry about not being more positive – they didn’t even have the courtesy to simply say "Unfortunately, we have to stick to our guns, that’s our policy". While that lack of flexibility would be stupid and short-sighted, at least it would have honest and upfront. They never told me anything specific to my case, so why would I think she was being "not positive"?



Further, this response shows absolutely no interest in actually resolving the issue to a point where I’m happy. There is no mention of what to do if this mail hasn’t answered my issues. There’s absolutely no concern shown for the fact that I’ve told them I’m on the brink of leaving. And of course there’s the tiny matter of not actually addressing the issue in a way that makes me think that they care about me as a customer. In fact, the feeling I had after reading this message was that they were showing me the door.



Next step: the reply email! I’ll post that right after this entry.


AA Debacle: Links are spreading

September 24th, 2005 | Comments | Posted in Business Strategy

It’s only been a couple of days, but the word is spreading about the AA Debacle. Here’s a few of the people linking to this story:

The only update I have is the kind flight attendent who left a comment here saying she’d forward my mail to the right person. Thanks!

Excerpt from Spark

September 23rd, 2005 | Comments | Posted in I'm Famous!

John has a short snippet from my interview with him for his book Spark. It’s a really interesting book, and well worth a read.



Check out the snippet here, or read below:


In Chapter 13 of Spark, Build a Community , I interviewed Jake McKee from LEGO. Jake’s ideas about building a realtionship are important:

What we really have here – when I talk about the relationship that I have with the fan groups (customers) and they have with me – is a dating relationship. If you show up on a date and you’re absolutely perfect, the person doesn’t think, ‘Wow, this is so great – he’s perfect!’

They think, ‘What’s wrong with this guy?’ Their defenses immediately go up and they assume you’re hiding something. When companies do that same thing you immediately think they’re just spinning it, that it’s just marketing crap and you don’t need to pay attention to it. But when you actually start to have an interaction with them, that back and forth, then you have a relationship.

Sometimes it’s bad, sometimes it’s good, but at the end of the day, as long as it’s more positive than negative, that’s what it’s all about. That’s what people really believe; that you’re not just messing with them, trying to get them to buy something.

I’ll be blogging more about this dating relationship concept more in the coming months. Stay tuned.

AA Debacle: 24 hours – no word

September 23rd, 2005 | Comments | Posted in Business Strategy

Well, it’s been 24 hours since I sent in my note to American Airlines. Still no word. Not even an auto-reply email from customer service giving me confirmation that my Web form submission went through, and the timefram I can expect someone to reply to me.



(There’s a lesson in there – consider that AA Lesson #1 from Jake)



Maybe it’s just been a long week at AA, with the hurricane in Texas. I’m not upset yet. We’ll give them the benefit of the doubt.





AA Debacle

September 22nd, 2005 | Comments | Posted in Uncategorized

American Airlines has been my preferred airline vendor for many years. I’ve flown literally hundreds of thousands of miles with them. I’m a Platinum member with them, and have been Gold or Platinum for about 4+ years.

After a recent debacle over the matter of a $50 fee that I shouldn’t have had to have paid, I decided to put American to the test. I’m giving them one chance to retain my business and my loyalty. I just emailed the letter below to them.

So what amI looking for? Well, at minimum a $50 refund (or credit). That’s a starting point…. beyond that, let’s see what they do to prove that I’m worth keeping as a customer. In case they visit, and in case they need some crib notes, here’s a few acceptable options (in level of desire):

  • A phone call of apology
  • A written letter of apology
  • A comment on this blog that apologizes
  • A surprise that blows me away
  • Travel vouchers (of an amount that would actually cover a real ticket for me)
  • Mileage credit

I’ve added a counter to the sidebar to the right to see how long it takes to get a response. Tick, tock, tick, tock. And to make this fun, I’m taking a page out of John’s book and offering a prize for the person that guesses the length of time it takes to resolve this. Closest guess will win a prize package of fun stuff. Details coming soon.

Here’s the letter I sent in via AA.com. It was actually much better written (and 2x or 3x as long, but the AA site only accepts messages of 1500 characters – problem number 325).

My name is Jake McKee. I’m a highly loyal AA member (#80E04C2) since 11/18/98. I’ve acquired 415,000 miles. My AA number is one of the few numbers other than my wife’s birthday and my social security number that I actually know by heart. I typically spend anywhere from $10K-$30K USD/year with AA. I travel all over North America, and have used AA to fly to Europe a number of times this year.

I’ve encourage many to fly AA, and skipped cheaper tickets. With my status, I believed that if I had problems AA would treat me right.

After a call to American to redeem miles for a ticket, I’ve decided that my loyalty has been clearly misplaced. The cause is outlined below:

I booked an award ticket, and was told by the rep that I could pay the fees up to the day of the flight without fees. I called in to settle the fees and was told there was an extra $50 charge becausee I was under 21 days. After talking to a supervisor (who knew my status), I was told the fee was required, regardless of what the orginal sales agent told me. The supervisor said that knowing my status, I should know the policies. I said "so basically you’re punishing me for having flown a lot with you", she said "If you’d like to think about it that way".

She made $50 off of me, she effectively lost tens of thousands of dollars. United Airlines has assured me that my status would transfer.

This letter is an offer to save my business. I will be blogging this experience at communityguy.com

Jake McKee

UPDATE: Issue has been resolved – more info here.

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Speaking at AMA

September 21st, 2005 | Comments | Posted in Events and Speaking

I’ll be speaking in Albany, NY at the Annual Luncheon of the American Marketing Association on 5 October. If you read this blog and will be at the event, please introduce yourself. I’d love to meet you.



More info on the program:


In a world where marketing messages are thrown out at an audience with an incredible frequency, how do companies and marketers get through to their audiences? Start marketing WITH consumers, not AT consumers through Word of Mouth concepts. WOM can be a powerful force, both for and against you and your company. Creating genuine relationships with your consumer and truly giving them a reason to talk about you is easier than you think. Jake McKee, Global Community Relations Specialist for the LEGO Company will walk through some of the concepts for how the LEGO Company utilizes WOM.