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A story to tide you over…

April 29th, 2009 | Comments | Posted in Things I Like

Moving. A two year old. Co-owning a new business. Selling a house.

Let’s say that things have been busy lately. Blogging has been slow, so as I was cleaning up my desktop tonight I found something I thought I’d share. I submitted the story below to Fray for their “Geek” theme. (It didn’t make it)

Please try not to make too much fun.

—-

In 1977 my Mom gave me a toy that changed my life. I don’t remember it, of course; I was 3 years old at the time. But it charted a course that still impacts my life to this day. The toy was one of the first LEGO sets to be found in the United States after they migrated from Europe.

By the time I was 7 years old or so, no Christmas or birthday celebration was complete unless there was a shiny new LEGO set to unwrap. To this day I still have vivid memories of the Rescue Helicopter, Knight’s Castle, Motorcycle Shop, and the Moon Surface Transport. My dream job as a kid? LEGO Designer.

Well into my teens, I was building here and there. That likely has to do with my younger brother starting to get interested in LEGO about the time that I was at the age where I “should have” lost interest, and didn’t really share with friends that I still partook in this particular activity. How uncool would that have been?

When I went off to college, I was completely broke most of the time. But I always found a way to pick up a small set here and there to keep the obsession fed. I didn’t build much simply because my LEGO brick collection was still at home, turned over to my brother.

One day in 1999, I found myself in Toys R’ Us shopping for a gift for a co-worker’s baby when I stumbled upon the most amazing thing I’d ever seen: LEGO had released a line of Star Wars LEGO sets. Here in my hands I was holding the dream of so many children of the 70s, a vision in grey, something I never thought I’d see. The LEGO X-Wing set.

I snatched it up, as well as several other LEGO Star Wars sets they had in stock. After talking to a stock boy who was as equally enthused about the product line as I was, I discovered that they only had a few sets out of the full line that LEGO had produced. And in true geek style, I spent the rest of the day driving all over the Dallas metroplex trying to complete the line.

Before I knew it, I had reclaimed my 10 gallons of LEGO bricks from my parent’s house, joined the online LEGO fan community, and was buying sets and building creations like my life and career depended on it. Turns out it did.

As a way to learn a new Web programming language, I started building an online store where I could sell individual LEGO elements. I generated a few bucks and built a pretty decent customer base, but also attracted the attention of the LEGO Company itself. I found myself interviewing in New York City for a job with LEGO Direct, the newly formed direct-to-consumer business unit of The LEGO Company. Then I found myself walking in the door for my first day of work.

The 7-year old kid who made his relatives chuckle when he told them what he wanted to do had delivered on a promise to himself to make it happen.

I spent five years traveling the world, working with fan groups, and learning about online and offline community. I wrote a book, designed two different LEGO sets and two minifigs (the little LEGO people). I saw the power of the LEGO brick to excite and delight kids and adults alike. I learned that the brick is a universal language that can help people communicate ideas and emotions even if they can’t speak the same language. I saw 5 year old kids and 55 year old adults meeting each other at eye level to smile and point and admire amazing creations. And I’ve heard countless stories from programmers, engineers, scientists, and professors who confidently point to the LEGO brick as the reason they are in the profession they are.

But I know that my singular geek fixation brought me to the place I’m at now in life. I wish I’d known that as a teenager … I would have been much more proud of my age inappropriate connection to the best toy ever created.

Apple customer service continues to improve

April 15th, 2009 | Comments | Posted in Business Strategy

After another weird iPhone sync, my rented movies disappeared (along with all my other media). Since rented iTunes movies only live in one spot, they were gone. I emailed customer service for the second time in so many weeks to ask them to allow me to re-download them.

In the past, Apple iTunes customer service has been …. not great. Form letters, a near total lack of personality or humanism, and answers that protect the company at all costs. So you can imagine when, for a second time, Apple support gave me the ability to re-download my rented movies at no charge, and in about 12 hour response time (which started at midnight).

Not only that, the support team sent the email below to make sure I was all good. Wow.

Hi Jacob,

This is Destyni, with a courtesy follow-up. I haven’t heard from you and wanted to make sure that your request was handled to your satisfaction. You’ve truly been a remarkable asset to the iTunes Store Family and as such I don’t want to leave you without any type of resolution, so if you do not respond, I will be closing this request. I hope that you continue to enjoy the iTunes Store and would like to thank you for being such a wonderful member of our family. If you find yourself with any other questions or concerns, please do not hesitate to send me an email. Have a great day!

Sincerely,

Destyni
iTunes Store Customer Support

(Disclosure: Apple is a client of my company, Ant’s Eye View)

Friday Fun Find

April 10th, 2009 | Comments | Posted in Fun Finds


The Lost Tribes of New York City from Carolyn London on Vimeo.

The Ultimate Question: The Interview

April 8th, 2009 | Comments | Posted in Business Strategy

Fred explains The Ultimate Question:

UPDATED: SlideShare team pulls dick move

April 7th, 2009 | Comments | Posted in Doing It Right

UPDATE: Turns out Slideshare was playing an April Fool’s Joke on its users. Not only did they send these notes out, they also added two extra zeros to the end of your view counts.

The Slideshare team posted an blog post (failing to understand the concern), but they failed to send another email (you know, the channel they originally used) to clarify the issue that way. When you say you want to be a professional network for professional people sharing professional content, screwing with things that should be off-limits just makes you appear to be a group of immature nerds hacking away in their basement. Imagine a teacher saying, “You got an A on the test! April Fool’s! You actually made a D”. What’s funny about that? Do you really expect me to invest time and professional content in a site run by Beavis and Butthead?

I’m all for a good April Fool’s joke, and encourage businesses to have a bit of fun every day, not just 1 April. But the Golden Rule of sites that depend on user generated content submissions is simple: Don’t mess with my profile data. Don’t jack with my stats, don’t change my username, don’t change my relationship status from married to single. That’s me you’re messing with, not just a bunch of information. It’s how I present myself online. It’s the stand-in for my physical self when all you can see is my activity.

And by the way, had this not been a joke, this would have been a very cool thing to do and the comments I shared below are still relevant to those companies not wanting to pull a dick move on their users.

UPDATE 2: Slideshare posts a “lessons learned” blog post. Clearly they’ve seen the light, and kudos to them for the openness and honesty.

I just noticed this message in my inbox today:

Hi communityguy,

We’ve noticed that your slideshow on SlideShare has been getting a LOT of views in the last 24 hours. Great job … you must be doing something right. ;-)

Why don’t you tweet or blog this? Use the hashtag #bestofslideshare so we can track the conversation.

Congratulations,
-SlideShare Team

You think I headed back to the site to check out what was going on? You think my ego was stroked enough to be reminded to post more items to SlideShare.net in the future? I absolutely did.

The only thing that could have made this outreach any better would have been their community manager (assuming they have one) reach out personally. What a great way to connect to real people, to make the company even more human.

But either way, this is a great concept that can be easily automated and provide huge returns on the efforts to increase repeat visits and usage.

Oh, and by the way, the presentation driving the traffic was my presentation “How LEGO caught the Cluetrain“.

Feed Reader Highlights – April 7, 2009

April 7th, 2009 | Comments | Posted in Daily Links

Feed Reader Highlights – April 6, 2009

April 6th, 2009 | Comments | Posted in Daily Links

4 Community Jobs for week of 04/06/09

April 6th, 2009 | Comments | Posted in Jobs, community

Please feel free to post any Community based Job Openings you may have or someone you know.  http://www.communityguy.com/jobs/

To see all job openings: http://www.communityguy.com/jobs/

The Power of The One

April 6th, 2009 | Comments | Posted in Rants

MATRIX2DRP~The-Matrix-Reloaded-Neo-Posters.jpg.jpegTechCrunch covers a private viewing of the new FriendFeed. Notice anything funny in the first line of their article:

On Friday the FriendFeed founders Bret Taylor and Paul Buchheit debuted a radical redesign of the product for about 15 journalists, technologists, and Robert Scoble.

Whether you love him or hate him, you can’t argue that people want him to talk about their stuff.

 

 

 

 

 

Delivering on Brand Promises

April 3rd, 2009 | Comments | Posted in Ant's Eye View, Doing It Right

Last week I shut down my laptop at the office, drove 20 minutes to my presentation at the BMA Dallas, and turned on my laptop when I got there to prepare for my talk.

Nothing.

No video, minor hard drive spinning, nothing. After winging it during the talk, I headed to the Apple store. The next Genius Bar appointment was nearly 5 hours away. After mentioning that I was going to be getting on a plane to Copenhagen in a matter of hours, the Apple employee took pity and ran my laptop to the back for a quick assessment of what needed to be done.

Apparently the logic board had gone bad and would take 5-7 days minimum to be fixed at a minimum cost of $310. Since I can’t be off my computer for that long, especially for an overseas trip, I ended up escalating my upgrade plans. (I have been planning on replacing my very, very well worn MacBook Pro, just not so quickly)

When I arrived back in my office, I plugged my Time Machine drive into the new MacBook Pro and left it to copy files to the new computer.

When I returned two hours later, I had a new computer that was setup exactly as I’d left my old one. Preferences, settings, applications, documents, and everything else exactly where it should be.

Apple’s “brand promise” has been “It just works”, and this experience certainly proves that to be true.

What’s your company’s brand promise? How well are you delivering on it?