Entries in retail (4)

Friday
Jan112008

CES and reducing electronic waste

I couldn't let the week pass without a mention of CES. But since there's been plenty of coverage of the gadgets, I wanted to instead mention a great post on PSFK calling out the electronics industry for their negative impact on the environment. An excerpt:

Ironically, CES says that it is reducing its own impact on the environment wherever it can - but it doesn’t seem to register that it’s actually contributing to a greater problem than the number of nonrecycled water bottles left over at the end of the show. The fact is that the CES is another gory broadcast of all the products we don’t really need and that we’ll have to replace very soon. It’s fueled by the blogs like Engadget and magazines like Wired that hype the consumption of this plastic-metal and ignore any modern notions towards sustainability. Wired sadly continues to talk double standards - their magazines praise 100mpg cars, their retail projects sell 21mpg cars and their coverage of the CES with 50+ posts, Wired fails to review the show with any eco-concern that can often be found in the pages of its magazine.

It's difficult to say why electronics have been immune to the standards that are now being applied to everything else we buy. The momentum of the digital information age has made the primary concern about functionality, speed and look. The environmental impact of making each model better than its predecessor becomes secondary when a new sexy, sleek device begins being marketed to replace the one you bought less than a year ago. Even as Apple began to re-ascend with the iPod and take their position as an innovation leader, the impact of the toxins used in their devices was overlooked until Greenpeace was able to initialize a Greener Apple. And, to the point made by PSFK, Wired hasn't exactly challenged anyone to make a change in this realm.

Obviously, there are production processes that can be implemented for waste reduction by device manufacturers. But another problem is that companies and retailers do not make it easy to recycle your old devices. I make an effort to find a place for every old device that has been updated, but it usually requires me going out of my way. Sites like Second Rotation and BuyMyTronics are already accepting old devices for cash.

One way to encourage recycling and increase your profile among environmentally-conscious consumers is to offer x% off a new cell phone or plasma TV when they turn in old devices. I'm sure the companies will be smart enough to adjust percentages to ensure they are making a profit -- 5% off a plasma TV is a lot different than 5% off of a cell phone -- but the reality is that they are creating goodwill among environmentally-conscious customers while getting devices that they can reuse/re-furbish and sell back to the consumer, all while reducing the negative impact of their product. Imagine if recycling an old laptop was as easy as redeeming a soda can.

Update: Over the weekend, the NY Times Magazine reported on eWaste in Afterlife of Cellphones.

Tuesday
Dec042007

Customer Service 101

A recent Yankelovich study ("Consumers in Control: Customer Service in the Age of Empowerment") confirmed what most people already know: consumers are growing increasingly frustrated with a lack of good service. A few stats from the study:

  • 82% said it was important to speak with a live person; 27% indicated they would be willing to pay more for one
  • 71% would walk out of a store with poor service even if it offered exactly what they were seeking
  • 66% believe businesses care more about selling their existing products than adapting to their customers specific lifestyles

Customers don't want to give you their service; they want you to earn it. Dissatisfied customers tell a lot more people about their experience than satisfied ones. And with the internet, their voices are now a lot louder. Just do a search for "comcast sucks" and see what comes up. Watchdog sites like Consumerist field and compile complaints all day. No amount of shiny advertising can make up for a customer experience that falls short. And brands can no longer hide behind a reputation forged by longevity and lack of options.

Make it easy for the customer

Customer service starts the moment a consumer enters your retail environment. They should feel welcome when they enter. Think about the best retail experiences you have had. Chances are you walked away learning something new, and you didn't have to stand awkwardly trying to flag someone down. I can't even count the number of times I have walked out of a store after waiting for service. Employees should be accessible and knowledgeable. And unless the customer feels like they are making an informed decision, they will be leaving without buying.

Humans don't want to talk to your computer

Again, customer service is about information, and the longer it takes for a customer to get the information they seek, the more frustrated they become. Yes, I've been to your website. The information I was looking for wasn't there, so that's why I'm calling.

Get Human actually grades companies on the ease of reaching a live representative. Dillard's, L.L. Bean, Hertz and Comfort Inn are among the few brands that earn A's.

Keep your promises

A 4-hour service or delivery window is barely acceptable. Missing that window is not, especially when customer are be missing work to wait for you to arrive. Yes, delays will happen, but consumers have to feel like companies respect their time, or customers will take their time (and money) to someone who will.

Listen to the customers

There may be nothing you can do about a specific complaint (many companies are bureaucracies - customers get that), but if the same complaint comes in enough, maybe there is an opportunity to make your company better.

Friday
Nov302007

A few things...

...to take into the weekend.
  • Cyber Monday traffic up 26% (Reuters)
  • John Grant discusses his "Green Marketing Manifesto" (PSFK)
  • Mac vs. PC Banner ads crash browsers. Who looks worse: Mac or PC? (Adweek)
  • Facebook caves, revamps Beacon (Mediapost)
  • Google Reader adds new features: drag & drop and recommendations (Google Reader Blog)
  • On second review, Verizon network not as open as we thought (TechCrunch)
  • Treehugger's 2007 Gift Guide (Treehugger)
  • Machinima! (BBC)
Wednesday
Nov282007

Holiday Consumers Thinking Green

Unless you've been underwater for the past year or so, you probably haven't been able to go more than a few hours without hearing or being marketed "green". Some consider it a fad that will go the way of the snap bracelet, but reassurance that green is more than that comes from a recent consumer survey from Cone on holiday buying attitudes:

  • 48% of Americans will buy fewer gifts or holiday products because they are concerned about the effect of their consumption on the environment
  • 59% are more likely to buy green products than they were in the past
  • 54% say they are willing to spend more on green gifts

Holiday shoppers are also seeking products that are energy-efficient, environmentally responsible and made with recycled content. 52% of those surveyed attributed their change in attitude to guilt associated with holiday consumption.

Consumers typically adopt a "more is more" outlook during the holiday retail season. This shift shows that more consumers are adopting a new outlook on what they consume. It will be interesting to see if customers hold true to these ideals as the holiday season reaches its manic peak.


Update: The NY Times has a great article on Americans' cultural struggle to adapt their holiday consumption.
2007 Cone Holiday Environmental Study (via TreeHugger)