Really Big Peach

Un-Clear

Does this look like I’m “Doing everything I love online, whenever I like.” to you? This is the highest speed I’ve gotten in 5 days. My account is being “managed” because I used “too much” bandwidth in December and January.

So, I’ve been pretty much treated like a criminal when calling my ISP to resolve the problem. See there is no set number they can tell you that is “too much” just when you go over it, they throttle you to this speed (or lower, most of the time I’m at .2). I’ve been lectured for using it to watch “too much” nextflix and told the only way to lift the block is to stay completely off the internet for 2-3 days. (this was 4 days ago, no one can tell me if/when it will be removed).

But through all of that? I actually don’t HATE Clear. I think they have an awesome concept. I wanted it to work. And I think it could have, but they either did a BAD job of managing people’s expectations or didn’t understand how people REALLY use the internet.

Their first error was marketing their “Unlimited Usage” at video gaming conventions. Don’t tell people that they can do “what ever, when ever” unless you REALLY MEAN THAT. Because they will. Especially your “Early adopters.”

Early adopters are GOING to be heavy net users. They are going to use the net for more than just web pages, e-mail and an occasional YouTube video (this seems to be what Clear was designed for).

Your Early adopters are also going to be either your biggest champions, or biggest detractors. They are going to have large online networks, and are also probably the leaders in their spheres of influence. Make them happy? You’ll be rewarded. Screw them? They will tell everyone. And they will be believed WAY more than your ads. You can’t fight that kind of word-of-mouth with even the biggest advertising budget.

So what could they have done?

Well, had they given me a way to monitor my usage, a number that they consider “high usage” and a warning? I would have self monitored. I think most people would. I think ALL the people that I see on-line complaining about the same thing I’m complaining about (days with no internet) could have been prevented with a little proactive action.

Here is the thing, I even CALLED CLEAR back in January, because I KNEW my usage was high (Christmas Vacation at our house means On-Line Gaming, and MOVIES!). I was told then it was fine.

Their biggest mistake?

While I am on a 2-year contract, all I have to do to get out of it is pay a $40 restocking fee for my leased equipment! I mean, do they REALLY expect me to keep paying $70 per month for .5 KBps? For how long? I’m sure the other people being “managed” cancel after a week of sub dial-up speeds. And they don’t just go away. They go away mad. 

So, Clear, you are burning through the customers that could have been your best supporters. The ones that would have paid the most (Home internet, a couple mobile, hell a Clear Spot too! and yah! Give me ALL THE SPEED YOU GOT BAYBEE!) And those customer’s aren’t unlimited. Once they’ve had your service, been managed and quit, AND warned all their friends, you’ll be scraping the bottom of the ISP barrel. Forced to compete for the NetZero $14 per month dial-up customers, or open up new markets.

SURELY a quick “warning” phone call would have been cheaper?

Breaking news: People like people who are nice.

Conversion Marketing with Ian Lurie “Lessons in Twitter community building, by Kevin Hillstrom”

Great article. And the book it’s a review of, HIllstrom’s Hashtag Analytics, sounds like a good read (I’m going to pick it up eventually).

But here is the thing. The author of the review shares some exciting data from the book. 

Even answering someone’s tweet makes them more likely to participate. Folks who get their tweets answered will engage—participate again—41% of the time.

That compares to about 6% of the time if someone tweets once or twice, retweets and then is gone.

So, even if they don’t retweet you, respond to folks if you want them to stick around.

I see this time and time again. And it is exciting. But what strikes me is how…we already know it. I think most social media boils down do a couple things we all know:

• People like people who are nice. If you share, and are generous, people will like you.
• People like people that listen to them. If you listen to people, and show you are listening, people will respond favorably.
• People like to be appreciated. When someone does something nice for you, thank them. When someone teaches you something new, thank them, and share that knowledge. When someone does something you admire, complement them.

These are all things we know. We learned them on the playground, in our homes, classes, and work places. I think the real lesson to learn is not to that “People like people who are nice.” But that customers, consumers, clients….are people. And guess what? Companies (through social media) are people too.

iPhone

Seriously considering it. Once my tMobile contract is up. I love Android for my personal use, but feel like iOS is where I need to develop. I need to spend some time playing with one.

another way not to use social media

Ok. So I like T-Mobile. I really do. Their customer service people are AWESOME (mostly) and their service good (and CHEEP!). And they have Android phones. Best of all.

I’ve been frustrated though, as they NEVER seem to make the new versions of Android available on the older phones. This leaves me having to buy a new phone every 6-9 months. (Not reasonable).

After they tweet about Android 2.2 being on their latest new phone I respond and ask about when it will be made available for my 4 month old model:

@ReallyBigPeach We continue to work with all of our partners on Android updates. Stay tuned for more information as it becomes available^CG

This^^ is not an answer. This is a cut and paste PR line. And if anything? It makes me feel WORSE about T-mobile. Not better.

Lesson? If you are going to engage with your customers, actually engage. Tell the truth. Even if it’s not what they want to hear. Answer their questions, say “I don’t know” but don’t “engage” just to feed them more marketing lines.