Social Media Awesomeness: UPS

The other day, I did something I rarely do: I stopped to let a pedestrian cross in front of me at a marked crosswalk that didn’t have a light. As much as it surprised me, it definitely surprised the UPS driver behind me…

Not only did he yell at me, he had a few choice words for me as well – probably nothing I haven’t yelled at another driver before.

Not really expecting anything from it, I tweeted about my experience.

Much to my joy (remember, I work in social media), UPS responded fairly quickly.

So, major props for catching the tweet and responding go out to UPS. Like I said, I’d never expect anything and certainly don’t think the driver was terribly horrible or anything – guy was probably at the end of his route and wanted to get home. I know I did.

The whole experience just reinforced what I tell clients day in and day out – people just want to know you’re there and that you give a shit about the experience they have with your brand.

While getting yelled at wasn’t rad, I’m definitely a bigger fan of UPS after the interaction with their social team.

Nike Fuel Band: Well, that was quick

There are plenty of health and fitness gadgets and apps out there. I wrote about some of them I saw at CES here.

Probably the most-anticipated out of these was the Nike Fuel Band. The Swoosh-powered band was announce some time ago and immediately sold out pre-orders. Since then, chances of getting your soon-to-be-sweaty hands on one have been as slim as users hope to be.

Today their Twitter account let loose the hint that there would be a new supply available at around 5pm EST – I was waiting.

However, I don’t have one… and that’s OK, because it’s pretty interesting to see how the whole thing played out. Check out a screenshot of their Twitter feed to see how quickly the new batch of bands sold out:

I have to give their social team props for being on top of the situation. They definitely got things out there as quickly as I’m sure they had info. However, the actual process of ordering was pretty horrible. The site crashed twice on me before I got through to the final confirmation page… only then to see that the product I had ordered (and input my address, phone number, email, and credit card info for) was sold out.

Oh well… I guess there’s always next time.

Bank of America Tells WA/ID Customers: “You’re Real People Now”

I’ve been pretty vocal about my disdain for the fact that certain Bank of America features (such as their mobile apps) haven’t been available to residents of WA/ID. To their credit, the people at @BofA_Help have done a great job empathizing, even though they haven’t had a “fix.”

However, I got a response today that made my eyes light up.

Now I can bank on the go (well, in 4-8 weeks)… it is 2011 after all. Hallelujah! Holy shit! Where’s the Tylenol?

They Get It: Cole Haan

I’ll admit it, I’m not above putting something out on Twitter in hopes that a brand sees it and takes action. This isn’t because I think anything is owed to me (heck, I bought the thing now it’s my problem), but because I work in an indsutry where I find it absolutely awesome to see brands out there listening and interacting with their customers.

The other day I put my foot up and noticed a large crack in the rubber part of my Cole Haan boots. Now, these boots are seriously the most comfortable pair of shoes I have right now, so I was a bit sad to see this – especially in puddle-laden Seattle.

Thinking that I’d see if Nordstrom would respond to my Tweet (since that’s where I purchased the boots), I sent this little bit of Twitter pleasure out:

To my surprise, I didn’t hear anything back from Nordstrom (granted, I wasn’t REALLY expecting anything back from them, especially since I didn’t use their Twitter handle). What I did get, though, were a bunch of great reccos from friends of places to take my shoes to get them fixed (including Nordstrom).

Then, when I booted up my PC at work this a.m. I was definitely surprised to see that Cole Haan had responded to my tweet (very thoroughly):


Regardless of what happens now (whether or not I get a new pair or a fixed pair), I’m still definitely going to be singing the praises of Cole Haan’s outreach and customer service on this one!

It just goes to prove that when brands act more like people they can greately change the way consumers think, which is especially useful when consumers often think (and act) with their wallets.



The Success of the iPad is in the Hands of Devs, Not Apple

I’ve been going back and forth over whether buying an iPad is worth it or not – eventually my gadget-fiend portion of my brain took over an I just whipped out my credit card and bought one (due to ship on April 12, which is also Mariner’s opening day).

When I thought about it, I realized that the iPad could cut down on a lot of things I’ve been accumulating over the past couple years: remotes, media players, crappy netbooks from Dell, etc. I look at the iPad not as the world’s shiniest eReader, but as a device (no, Jony, not a magical one) that will allow for consolidation in the average household.

Now, granted the iPad doesn’t have a ton of out-of-the-box capabilities, but the app world is wide open for development of time/space/effort saving applications ranging from home security management to apps as simple as a remote control for your home theater PC.

I don’t see myself whipping out a PPT using Keynote on a flight from Seattle to SFO, but I do like the idea of watching a movie on that flight and having the ability to see the screen at a good angle because I’m not worried about the weirdness of a keyboard + screen on my tray table.

I think you’ll see the success or failure of the iPad in the next 5-8 months as devs scramble to get their apps on the iPad’s larger, and more easily manipulated screen. The only question is: if a developer builds a great app and no one hears about it, does it exist?