For some time I've subscribed to the Total Access program from Blockbuster. I really liked it. In fact, I liked pretty much everything about it. But with the new TV season looming, and having limited time, I canceled the Blockbuster account. And, it was remarkably easy to do.
However ...
You knew there was a however, right? The online form used for cancellation asked for comments - which I provided, or at least tried to provide. When I clicked to submit the form, I got an error message. Apparently, the comment form would only accept 255 characters.
I really don't get it - how much can you really say in 255 characters? I hope someone from Blockbuster reads this and enlightens me.
"Corporations need to embrace their roles as corporate citizens by starting a new and rich dialogue between themselves and the marketplace, by sharing the concerns of their audiences. The shift in thinking is from asking how we can motivate consumers to buy our product to asking instead how we can touch our consumers' lives."
From Citizen Brand: 10 commandments for transforming brands in a consumer democracy
Pull into the drive of Les Schwab Tires and help comes running. Literally. They freakin' RUN to greet you. How's that make you feel? What message does that send? How does that experience compare to the last time you bought tires?
It makes me feel like they want my business. It makes me think they're going to take care of me – that service is way more than a slogan. And there is absolutely no comparison to ANY experience I've ever had in a tire store.
If I have a choice, I want that kind of experience. I'll bet most people do. What's the analog to running to the car in your business?
A few days ago I wrote about an experience I had at the Treasure Island Casino in Las Vegas. I've been thinking about that experience quite a lot. Here's an excerpt from Becoming a Category of One by Joe Calloway that speaks to my experience at TI.
"You transcend commodity by creating a difference with customers through their experience of what's it's like to do business with you. It's very rarely done with product or technology alone. It's almost always most effectively done with people."
'Nuf said.
I had the great good fortune of speaking to a group of entrepreneurs yesterday. To a person their desire to learn was palpable – for a speaker, it just doesn't get any better than that.
A good part of yesterday's discussion revolved around managing to each person's talent or strength. It reminded me of something Martin Seligman once said:
"I do not believe that you should devote overly much effort to correcting your weaknesses. Rather, I believe that the highest success in living and the deepest emotional satisfaction comes from building and using your signature strengths."
Unless you're just determined to be a miserable failure, it's a good thought :-)
I've been traveling (and unplugged) for the better part of three weeks. I'm just about to slog my way out of the morass. The last stop on my recent journey was in Las Vegas. I LOVE Las Vegas – if you can't have fun there, you're just not paying attention.
We stayed at The Wynn - perhaps the best hotel room I've ever stayed in. And priced accordingly – but, hey, we're talking about 5 Star, 5 Diamond stuff here. We also saw some great shows: Jay Leno doing stand-up (hilarious) and Love by Cirque du Soleil (stunning beyond all description).
Obviously, there's more of just about everything in Las Vegas than there is pretty much anywhere on the planet - art, music, glamour, architecture, and of course, money, money, money. But for me the highlight of the trip was playing $5 Blackjack at Treasure Island. No, I didn't win. But a floor person working the Blackjack pit was so friendly and fun, so engaged with the players and the dealers that you just couldn't help but have a good time.
I find it interesting – with the massive investments made by casino and hotel owners – a single human being with a smile on her face was the most memorable part of the visit.
