The Front Page

While talking with Chris Mander last night, he gave me a great quote:

“A wesbite is not about the front page

It’s about every page. This is because “search” changed everything. People simply don’t go through the front door anymore. We get sent to the exact room, which solves our exact need. We can go through back doors, or any door for that matter.

So then why are we constantly devoting 90% of our resources designing and cleanest, coolest, front page that only 10% of people will enter through?

Startup blog says – All web pages ought be created equal.

Internet Marketing

It’s easy to forget our websites need to be designed for people who haven’t, don’t or rarely use computers and the internet. Our interface must be simple – so simple. When our people can’t navigate our site, or find stuff. It’s our fault, every time.

Bill Gates understood this – which is why he was for a long time the worlds richest person.

Unless we market directly to the ‘digirati’ or have a website about websites (which many web 2.0 sites seem to be), we must design for the most ‘inept’ user.

Remember that usability wins, not technology.

Cafe press & customer service

I recently ordered this most rad t-shirt on line from cafe press:

After a month it still hadn’t arrived. So slightly upset  sent them through a note as below.
My email:

My order was meant to arrive between these times: Estimated Arrival: Monday 6/30/08 – Monday 7/7/08. But I am still yet to receive it and I am getting worried that It will never arrive. It is now 7/13/08 so it has been nearly a month! Can you please follow up for me. I am a first time cafe press customer and so far it hasn’t been a good experience.   

1st cafe press response:

Dear Steve,

Thank you for contacting CafePress.com! This note is to inform you that we have received your inquiry and are assigning it to a representative. We respond to all email messages within 24 hours. If you do not receive an answer within 24 hours please call us toll-free at 1-877-809-1659 during our customer service hours Monday – Saturday 9:00 am to 9:00 pm EST.

To help track your inquiry we have generated the following reference number LTK419015882692X. Please use this number in any further communication.

2nd ‘real person’ cafe press response:

Dear Steve, I am sorry to hear you haven’t received your order. I checked and it is past the date it should have arrived. To make sure there are no further delays please confirm back with your correct shipping address. As soon as I get this information I will replace your order at no charge. I look forward to your reply.  

If there is anything else I can do for you please let me know. 

Best Regards, Crystal R.

A few things for startups to notice: 

  • Yes, it was an automated response, but a real living, breathing person got back to me within 24 hours. ‘We want to deal with real people.’ Only real people can respond to emotion.
  • They offered a toll free number for me to call on if a didn’t hear within 24 hours. All websites should have someone you can call.

  • They advised they would replace the order, no questions & immediatly. They accepted fault.

  • They included a link where I could rate there customer service even though, I was potentially an upset customer. No excuses, no hiding on their behalf.

In short, cafe press offered; guarantees, to fix the proble, they accepted fault, and started a feedback loop which has lead to great customer service, from a potentially negative situation. Now I’m blogging about a positive situation when it may well have been the opposite.

Webpreneurs – Be like cafe press.

Great Quote

“I cannot control how I am perceived, I can only control how I am presented.”

 

This quote came from (of all places) Tim Gunn’s guide to style TV show. (it was on in the background while I was working… honest)

 

It’s the same for our brands and websites. Do what we can and ignore the uncontrollables.

 

Barenaked Ladies embrace new world

Here’s an example of an organization who’ve embraced the new world to absolute advantage.

 

Rock band the Barenaked Ladies, achieved a reasonable level of commercial success in the late 1990’s and early 2000’s. A song of theirs you may know is ‘One week’ – you can click here to watch it and jig your memory.

 

Their success enabled them to do what most bands can’t – secure a record deal with the large record label Warner. But in 2003 they sacked them. They thought they could a better job – and they have. They just cut out the middle man and began to have a direct relationship with their passionate fans.

 

Here’s some of the cool stuff they’ve done:

They have a ‘dynamic’ websites & myspace– not static pages

They blog ‘daily’

They include fans in ‘every’ film clip

They built a permission database

They provide ‘free’ downloads of their music

Allow ‘free’ sharing of their music (Youtube / File sharing)

They sell their records direct and collect all revenue

They have ‘band days’ and ‘invite only concerts’

They provide photos of the days events

They run cruiseship holidays for fans

(Yep, 300 of their fans socializing, eating, relaxing with them for a week or so, where they provide the entertainment for them every night)

 

 

The net result is this. Their fans feel like they have a real connection, which they do. Their revenue per album sold is now approx $6.00 to the Barenaked Ladies, versus the previous $1.00 while with Warner. They have pure creative control of their work and don’t have to worry about being dropped by their record label.

 

Their site link is here: http://www.bnlmusic.com/default2.asp

 

Kudos BNL.

Mass customization

Here’s a few categories or Industries which have been revolutionized by Mass Customization:

 

T-shirts (Threadless & Neighborhoodies)

TV (Youtube & Joost)

Handbags (Elemental Threads)

Journalism (Blogs & podcasting)

Newspapers (RSS)

Job Seeking (Aggregation & feeds)

Book publishing (Lulu)

Tourism (the web in general)

Luxury goods (fractional ownership)

Music (itunes)

Networking (facebook & social apps)

 

In fact there’s just too many to mention.

 

But the real question is this: If it hasn’t hit your industry yet, why not and what are you doing about it?