First they tell you to swipe your credit card.
Then they tell you to push cancel.
Then they tell you to push credit.
I wish they’d make up their mind.
First they tell you to swipe your credit card…
August 20th, 2010 Leave your comment »Who’s really behind Steven Slater’s spectacular resignation from Jet Blue?
August 17th, 2010 Leave your comment »
Once you get past the viral thrill of rehashing Steven Slater’s “bailout” from a career as a flight attendant that he could no longer stand to hold, the debate – to the degree that any debate is required at all – quickly gets to the question of who was more wrong?
Was it Slater, who cursed at his passengers, deployed the emergency slide on the Jet Blue plane to which he was assigned, and (worst) stole two cans of beer before escaping?
Or was it a still-unnamed woman passenger, whom he accuses of berating him and hitting him in the head with either the door of an overhead compartment or one of the bags in that compartment?
How about this third option: It’s the airlines.
They have to accept responsibility for helping to turn passengers into snarling beasts with overbooked flights, endlessly punitive fees, optimized fares that make no sense to consumers, and a practice of setting flight schedules that they can’t possibly maintain. Then they exacerbate the effect of all these insults by bombarding us with irreconcilable advertising campaigns to convince us how much we’re going to love the experience.
Further, they have to accept responsibility for their role turning flight attendants and other customer-facing personnel into recalcitrant and uncaring bureaucrats. The tools? Serial layoffs, confrontational union negotiations, low pay and a general disregard for their value. (When stranded near Chicago O’Hare during the 9/11 crisis, I met a dozen flight attendants from a handful of airlines – all of whom told me the hotel and meals were on their own dime during the unscheduled grounding.)
I’ve flown enough to know the truth of the matter. Some passengers, maybe even many, are simply boors who shouldn’t be out in public. And some flight attendants should probably find another line of work before they give their next safety briefing.
But for the rest of us, the airlines need to shape up. I can only imagine how complex and difficult it is to operate in this industry. Executives throughout the industry make incremental decisions that help the bottom line, and they are skilled at justifying why these decisions are in the long-term best interest of the customers.
But it’s simply not the case; there is no justification for selling a ticket and then notifying the passenger a day later that the flight is overbooked and an extra $25 will guarantee he isn’t bumped (this has happened to me a handful of times).
It’s simple really: Each airline needs to figure out a way to make money while treating passengers and employees like something other than refugees and wardens, respectively.
Vuvuzela: The story behind the buzz
June 15th, 2010 Leave your comment »Those irritating vuvuzela horns that South Africans (and now everyone else, it seems) like to blow from the first minute to the last of a soccer match seem to have taken much of the world by surprise.
Vuvuzela or stadium horn?
But they are, and always have been, readily available in the United States. They’re sold as school-spirit items (School spirit stadium horn), novelty items (Windy City Novelties), stadium contraband (May be banned in a stadium near you!), and curiously even as magic accessories – with a collapsible option, perhaps for sneaking them into stadiums under your game-day jersey (Madhatter Magic Shop). Nobody seems to wholesale them for much more than $2.35 apiece.
Wikipedia’s history of the vuvuzela traces them from Mexico to Brazil and, only in the last decade, to South Africa. Not mentioned in that history is their longstanding use, as I heard on a radio call-in show yesterday, in stadiums of the Canadian Football League.
And am I the only person in the United States who remembers being able to buy them at baseball and football games in the United States in the 1970s and, perhaps, early ’80s? At some point, they were regulated out of existence here – apparently for the same reason that many 2010 World Cup spectators want them banned: They’re really loud and really annoying. But I clearly remember my dad buying me a stadium horn one time; I think he shelled out $3.50 for it in the days before the blessedly quiet and equally ridiculous giant foam finger became the must-have for loyal fans in Anywhere USA.
The zazu
The manufacturer of the “authentic” vuvuzela (www.vuvuzela.com) offers them in their original form, or sheathed in a removable fabric sock of your favorite World Cup team’s colors (the sockzela). You can get them with a beaded sheath, in a miniature size (for an easy getaway when you blow it in the ear of the wrong football hooligan), or in a curved antelope-horn shape, called the zazu and looking suspeiciously like a shofar.
The shofar
Vuvuzelas reportedly sell at World Cup venues for about $3, which seems about the right price for creating a worldwide phenomenon capable of driving television sound technicians to an early grave. But if your only exposure to the vuvuzela is what you see and hear during this short blast of World Cup coverage, then you’re missing a little bit of a treat. Perhaps as a gesture of international goodwill, the folks who run the official vuvuzela website have provided us with this intriguing video of a zaza choir.
It’s got that Paul Simon/Rhythm of the Saints feel you expect from South Africa, and it’s good enough to make you take those giant foam fingers out of your ears – if only for a couple minutes.
The zaza as you’ll never hear it at a soccer match
Air travel now closer than ever to a root canal
June 14th, 2010 Leave your comment »
For a fee, Frontier Airlines is now allowing people to bring their caged pets into the passenger cabin to fly along. In doing so it joins United and Southwest in liberating dogs, cats, rabbits, hamsters and small birds from the dark chill of the hold.
It’s all part of a larger strategy. Between narrower seats, reduced legroom, baggage stuffed in every cranny, elimination of in-flight meals and every other nicety, the airlines are getting closer to their end-game.
For yet another additional fee you’ll soon be able to buy a seat and meal service for your beloved pet, and forgo the noise and discomfort of the main cabin with your own spot in the cargo bay.
How big is mobile computing? Really big.
June 8th, 2010 1 Comment »Mary Meeker of Morgan Stanley made the following presentation at a recent meeting of technology wizards and gurus. (Notably she got the name of the event wrong; it’s the CN Summit.)
There’s a breadth of information here, ranging from adoption of mobile technologies to the potential for mobile advertising to the investment outlook for companies in the business.
The big takeaway for me is how it underscores the increasingly reasonable-sounding claims that mobile computing will change how we think about computing; and, no less, how important it is for media companies of all sizes to recapture their audiences on the small screen.
Internet Trends 2010 by Morgan Stanley Research
View more presentations from CM Summit: Marketing in Real Time.
Identity theft pitch of the week
April 27th, 2010 Leave your comment »This effort to scare me into giving up the goods got caught in the spam filter this week. Except for removal of the phishing link, it’s published here exactly as it appeared:
Hello Visa Card Client ,
Your Bank Card is suspended, becaus we have noted a problem on your Card.
We have determine that someone has maybe using your card without your permission. For your protection, we have suspended your credit card. To exercise this suspention, Click Here follow the procedure, and specify for Update your Credit Card.
Note: If this isn’t complete 15 May 2010, we will be forced to suspend your indfiniment card, because it can be used for fraudulent
Thank you for your cooperation in this folder.
Thank You,
Customer service support.
ABC audit bureau dives into digital head first
April 26th, 2010 Leave your comment »
For those – and there are many – who say the iPad won’t save publishing, here is evidence that the Little Tablet that Could might be more powerful than they expected.
ABC, the leading auditor of consumer and paid periodical circulation, has built a service that allows media to count readership across multiple electronic platforms: apps, e-readers and mobile browsers.
Ordinarily slower than honey from the fridge, the audit bureau’s speed to provide meaningful data across the fast-emerging new-media platforms speaks to the urgency of its customers. The data means media will be able to sell advertising for new online formats almost as fast as they develop. That alone will hasten the already hurried development of unique offerings for smart phones, mobile websites and the iPad (as well as the fleet of act-alike products that others will inevitably produce).
It’s important because it’s a stay of execution for the advertising-based business model on which virtually all media rely but which has so far resisted the digital transition.
Why give the iPad credit for this? Since its introduction just a month ago, the conversation about mobile media has changed dramatically – as have reader habits. Powered by the app, consumers are suddenly willing to buy subscriptions for online content, Google has been declared a declining power in big media’s pursuit of traffic, and at least one of the major audit bureaus has been shaken to innovate. All because iPad provides a different user experience than any previous device.
I’m not ready to declare that the iPad is going to save publishing-as-we-know-it. But I’m pretty sure it will be right in the middle of publishing-as-it-comes-to-be.
