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Lack of Customer-Centric Philosophy: Books A Million “Case Study”

Ok…stand back, this is going to break away from my norm…but I am so annoyed. So I am going to use this post to identify why I am so irritated. One brand, a single offering, confusing customer service! This is where it all began!

My father bought me a gift certificate for $25.00 to purchase a book. It was a birthday gift, since March 5th I have been trying to figure out what I am going to purchase. I get the quarterly newsletter in the mail from the Harvard Business School and noticed a book about social entrepreneurs. So, I searched through my email to find the e-certificate from my dad for this Books A Million purchase. I went to BooksAMillion.com, searched for the book and proceeded through the online process to purchase the book. I entered my credit card information as a requirement, just incase my purchase exceeded the $25.00 limit of the e-certificate.

After entering my credit card information, the online shopping cart provided a place to enter the e-certificate code. It should be….voila. Uhh…NO! The online store could not validate the e-certificate. I tried over and over again. Tried different browsers, re-entered the e-certificate code, and nothing worked. So…I thought that after teaching class in Clemson, I would stop back by Books A Million in Anderson to see if they could help.

Walked into this newly renovated location in the Anderson Mall, to seek help. I go to the front desk and ask for help. I had a feeling they were going to have to call the manager. So I waited in the front while the manager made his way to the front of the store. He introduced himself and I explained the situation. Direct quote, “I cannot help you…you need to call this 1-800 number to solve this problem.” I starred at him, perplexed. I responded in a light hearted disgust, “that stinks.” He proceeded to inform me, ” this is standard practice across the industry, all brick and mortar retail shops will not help you solve your online purchase.”

Now, I understand what he said…I think. For immediate problem…it is annoying. But from a customer point of view, how can you expect the customer to distinguish the difference between a brick and mortar store and the online property of the same branded company. Where in the fine print does it say, “Hey we are Books A Million brick and mortar and we do not associate with Books A Million online.”?

I looked at the manager and said one short sentence, “This is disappointing customer service.” I guess from a customer perspective, we want to hope that the manager might take the e-certificate and help us navigate this situation. I guess not in Anderson, SC.

So, while he was explaining his justification that it is industry standard to separate brick and mortar store from the online property…I walked away to call the 1-800 number myself. So I walked around the store, trying to navigate the call center dialing options. There was not a selection that matched this situation. After finally talking to a person that was willing to help me figure this out, the manager walked back up to me to explain, “You might want to wait to call tomorrow, the online store might be closed after 6:30pm.”

Let me explain what is so wrong with the omission by the manager. First, he led me to believe he had no dealings with the online store, which is why I must be the one to make the phone call. Hmm…then how does he make the assumption that the online call center closes at 6:30pm. He must have some prior knowledge. The other issue here, I think it was his intention to persuade me to leave the brick and mortar store to make the phone call.

As I was chatting with the lady from the call center, I looked at the manager at the brick and mortar store and said…”I have this covered, thanks for your help.” As I walked around the actual brick and mortar store, browsing while talking to the online call center…I finally resolved the issue. The book will be at my house in a few days.

So here is my problem. I guess I just made a mistake, one I will not make again. I assumed that someone that works at Books A Million at a brick and mortar store could and would be willing to help me with an online Books A Million problem. Second, I assumed that by taking the time to drive to the store to try to resolve an online problem, that  this Anderson, SC store would take the time to help build a customer relationship by trying to solve this issue.

Now I understand that the online store is a “different division” of the brick and mortar stores. I mean, companies like GE have different divisions with different offerings. GE makes turbines for airplanes and also makes wind turbines. Both separate products under one brand. But, Books A Million sells books. Yes, they sell books online and in the brick and mortar store. How can you expect the customer to differentiate between the two since the brand is so closely tied with the single offering. I would expect that a person at the brick and mortar store to be able to handle that same issue as a call center. But that is not a safe assumption.

Like my dad said, making an assumption is just like making an “ass” out of you and me. I will not visit Books A Million again.

So if this is the trend, where is the customer-centric focus? If this was my grandmother, who is not a part of the digital world, how would she understand the difference? Just does not make sense to me.

POSSCON 2011 – Day One – It is all about COMMUNITY!

As soon as you walk into the doors of the Columbia Convention Center…you can feel the energy. It is more than hustle and bustle, it is more than meeting new people, it is even more than learning about open source software…it is about the community. There was even a special Gowalla spot created for the event…pretty cool!

I spent some time talking to speakers from the conference, that had lots to say. “POSSCON is a great event, lovely convention center, fabulous event, spectacular speakers,if you at all are interested in open source or that technology community wrap around…this is a place to be,” says Phil Yanov who is the founder of GSATC.

So what is POSSCON…well, let’s take a second to figure that out. POSSCON is the Palmetto Open Source Software Conference hosted in Columbia, SC. It is a community of conversation around the idea of how open source software can provide solutions for businesses, educators, healthcare, developers, and the list goes on. So you ask, what is open source software?

“Open source is more than cost reductions and savings, it is also about creating effective, productive, high performance production shops and there is a real connection between the empowerment that open source gives developers and their ability to put together solutions that really matter for their end users,” says Jeffery Hammond, Principal Analyst for Forrestor Research.

Wikipedia defines open source software (OSS) as computer software that is available in source code form for which the source code and certain other rights normally reserved for copyright holders are provided under a software license that permits users to study, change, improve and at times also to distribute the software.

WOW, what does that mean? Well, it is software that openly allows users to use, alter, and integrate to fit their needs. Think of a piece of software you have recently purchased and thought, man if I could change it to fit my needs. Well, open source provides that opportunity.

POSSCON is a conference that is surrounded with professionals, educators, students, executives who find value in learning and collaborating to find and build software solutions to meet their needs…outside of proprietary software. Everywhere you look, there are leaders inside the walls of the convention center; teaching, educating, and providing best practices surrounding how they are using open source software to solve problems.

Leslie Hawthorn, Open Source Outreach Manager at Oregan State University said it best, “It is also great to see so many people from the business community here, breaking out of those traditional ‘hackers’ ‘suits’ silos.”

POSSCON is more that just software…it is a community. A community of people connecting, engaging, and problem solving. This open source community is a place to freely exchange ideas, connect, solve a problem, and learn something new. “There area lot of people here and they are engaged!” Jim Jagielski, President Apache Software Foundation/Redhat goes on to say, “As you are talking, people are typing and listening…they are engaged! There is a wide variety of people here…we have students, we have CIO’s, CTO’s, we have guys in jeans, people in suites and ties.”

I think William Hurley, better known as Whurley and CTO of Chaotic Moon Studios, summed up the conference rather nicely, “At the end of the day, you want to go somewhere where you are surrounded by like minded people, who have some similar goals and objectives, who are totally willing to share very honestly, very openly…everything they know…and this is the a great environment for that. POSSCON is a little bit more about active participation.”

Enough said…check out POSSCON!

Open source development is great in theory…yes, I said it.

This big ole movement for open source development is great…yeah. But really what is this movement? I was exposed to the idea of open source development about 4 years ago. It was when I joined a start-up company and every dollar was important. We were distributing video messages via email and needed a cost effective solution to manage the email distribution. So PHPlist was used as an open source solution. It was available to download, tailor to our needs, and provided the framework for the core part of the business. As a part of the GPL license, we had to “give back” to the community to make this community based software solution a richer offering. What do I mean by giving back, well offer findings, new code, ideas for updates, etc. that would allow others to adapt and improve this software.

So…from this software, I was exposed to other pieces of open source, web-based platforms like Joomla, WordPress, Moodle, Drupal, PHPlist, and the list goes on. All available to download and install in our server based environments to use. Numerous projects, numerous solutions, free software, open source software…maybe?

So…how many of us that download this open source software give back to the community. How many of us are takers and not givers?

I hear all the time, large companies trying to find new ways to save dollars…tired of paying large dollars for word processing and other office-based solutions. Oh yeah, there is Open Office by Sun Microsystems. Free to download, free to install, free to use, open-source software? But is it open and are we giving back to keep the community alive?

So does open source mean community?

Many people are touting the Android mobile market because of the open-source offering. What they mean is they want the flexibility to alter the source code to fit their needs. Maybe people interpret open source software as the means to alter the source code to fit their needs. But I thought the idea was to alter the source code and share this with the community. Are people sharing in this movement to make the community better or is it just leverage free software…to hack Motorola products in order to avoid paying fees for access. It is happening on Apple products as well, accessing and altering the base code to fit our wants. But what is the point? Oh yeah, for personal gain.

OK…I am not getting on a soap box, I speak from experience. But how many of us are just downloading this open-source software and not adding the the community project?

So is this open source movement really an open source movement? Are we really educated about the open source movement, the benefits, the burden, and the commitment to further the movement. Well, education is key. The point of this little post, there are places out there talking about open source software, talking about the community. Interested in learning more? POSSCON 2011 is in Columbia, SC on March 23, 24, and 25 and you can register here: http://posscon.org/register/

If you want a discount code, read this blog post and request a discount code. Yes…I did not mean to try to sell you a conference…but to raise your awareness about my thoughts and offer a logical solution. I will be there learning more about this community of open source.

Do You Like Open Source? See you at POSSCON!

Do you like Open Source Software and Development? Well…you should check out POSSCON! What is POSSCON, well it is the Palmetto Open Source Software Conference held in Columbia, SC. There are going to be a host of presenters from four different program tracks that pertain to you: LeadershipTechnicalHealthcare, and Education.

Whether you are a student, CIO, CTO, work in healthcare, a developer, a professor, a teacher, or just and Open Source enthusiast…there is something here for you when it comes to Open Source Software.

Worldwide industries such as IBM, Oracle and Google will be presenting, along with a long list of other impressive businesses.

Open source software continues to be one of the hottest and most relevant topics in information technology as organizations strive to meet the increasing demand for innovation while struggling with shrinking budgets.

POSSCON 2011 will feature an executive forum, hands-on workshops and networking events. This one of the largest open source software conferences on the East coast.

More than 500 attendees from across the country are expected to attend this event. Registration is still available for both students (who are admitted for free) and for other people interested in open source technology.

Interested in registering…you can use the QR Code to the left or CLICK HERE to REGISTER for POSSCON.  Also…POSSCON will be giving away Three Free Galaxy Tabs at this event…so you should register for a chance to win. To see more about the Galaxy Tab, here is my review, CLICK HERE to READ MORE.

Also…I will be there, so we can meet and hang out! And if you comment on this blog post and leave your email address (and you are not a spammer), I will send you a discount code for the event! I want to meet you!

Also…If you would like to read the Press Release for POSSCON, CLICK HERE to download the PDF!

Entrepreneurial & Creative Focus…Labyrinth Style

This past Sunday…I took part in an experience that was quite different but extremely enlightening. I walked a Labyrinth. Have you ever taken part in an experience like this? Do you know what I am talking about?

A labyrinth is an ancient walking meditation, and is considered a spiritual path of prayer. “It combines the imagery of the circle and the spiral into a meandering but purposeful path.” A labyrinth is different from a maze in that there are no tricks to it, no dead ends, no interesting paths. The labyrinth is a well-defined path that leads to into the center and back out again.

So why am I writing about something that can be such a spiritual experience in a business setting. Well, as I was walking through the Labyrinth, I was thinking about what the Chaplain described as the purpose of the Labyrinth.

From her explanation:
“Following the path is a metaphor for life. Just as we are walking along, nearing the center, we suddenly find ourselves far away from that goal. The Labyrinth teaches us that by persistently following the path, with all the twists and turns, we will get to the center.”

As I was walking, I was filling the tensions of life dissipate, and enlightened focus upon certain areas of my life. Then as I was walking…I began to think how this experience could benefit entrepreneurs. This experience could benefit creative individuals…I know I benefited.

As a blogger, writing, entrepreneur, creative, and lecturer…my life can go in so many different directions. As entrepreneur, creative, and writer…I am always in search of ways to find focused attention that leads to creative inspiration. The mere act of walking through the path allowed me to focus on the path, pealing back the layers of distraction.

Imagine an exercise we could take part in daily that would bring focus and enlightenment to the creative side of our brain. Most of us look for that “zone,” that happy place that allows to fully come into touch with our full senses. This heightened ability to come in close contact with our creative side can sometimes be euphoric. But…that can be somewhat manic. This exercise calms and allows us to focus…the focus that brings enlightenment. This can lead to innovation.

Labyrinths are in cathedrals all over Europe and now more than 1,000 are in churches, parks, prisons, hospitals, and retreat centers in the US. The canvas Labyrinth pictured above is modeled after the stone Labyrinth embedded in the floor of Chartres Cathedral, France, since 1201 AD.

Imagine using this technique of walking a Labyrinth when trying to find focus in your business, with students, when dealing with a tough decision. Yes, there is a spiritual aspect of Labyrinths, but there is also a life aspect…a business application. Using this tool to find focus…by walking this path.

Here is a quote that I think speaks well about Labyrinths:
“Labyrinths are…symbols, spiritual tools, mathematical images, harmonic patterns, pathways of discovery, playgrounds of prayer.” Jill Kimberly Hartwell Geoffrion

I believe there is a business application to the Labyrinth…one for writers, entrepreneurs, bloggers, small business owners, and even the corporate world. What are your thoughts? Have you ever taken part by walking a Labyrinth.

To learn more about Labrinths:
http://www.labyrinthos.net/photo_library14.html
http://labyrinthenterprises.com/

To find a Labyrinth near you, CLICK HERE for the web locator.

blogging in a leadership role – SUCCESS!

You know what is so much fun…the greatest joy, it is helping others find the path to tell their story. This past week was a big for a friend.

Telling our own story is one the hardest things to achieve…especially when it comes to exposing our thoughts online. Blogging for a top executive at a major organization has major implications. There is the tremendous opportunity to “own” your message. The hardest part is finding a voice…that leadership voice, online.

The online leadership voice is far beyond the sound bites and quotes for the media…it is the whole contextual quote. It is a chance to not only communicate with an external audience, but also engage an internal audience (employees)…one the largest employers in the region.

When we first started down the path, choosing which “hat to wear” when writing was tough. When we write, we are not only a family person but also a leader in the business world.

Last week…the voice was unleashed and writing began to happen naturally. Email after email were coming into my inbox, “check this post”…”how does the video fit”…”should we include the powerpoint”…questions. Each email led to me logging in and looking at the progress. The writing was wonderful. It was focused, passionate, and brought true leadership to the table.

It is fun to sit and watch executives step out, take the leap, and write for the whole world to see. Leadership is an awesome opportunity.

We are IT-oLogy

It is more than a building, it is more than a mission, it is more than a consortium of partners…it is an initiative. There is one thing for sure, there are lots of passionate people that believe in the future of IT. What is IT? Some define “IT” as Information Technology…others define “IT” as the discipline for tomorrow’s economic engine.

This past Tuesday (Feb. 8th), we gathered to see what all the hoopla was all about. Just across the street from the Statehouse in downtown Columbia, SC…there is a new sign. Not only a new sign hanging on the side of a building, but a new sign that there is a massive voice saying…”We Are IT-oLogy.” Yes…you do not hear people saying “I” … they are using the word “We”. It is a group of people, companies, partners, visionaries that are investing in the future…the future workforce for tomorrow’s Information Technology leaders.

Close to 250 people attended the open house for IT-oLogy. It was more than just an open house congregating the “whose who” across the southeast and Columbia…it was also the unveiling of a new name for this passionate initiative. IT-oLogy was brought to the forefront as the new brand for this growing initiative.  It is the initiative of the Consortium for Enterprise Systems Management. It was also the unveiling of the new website, aimed at attracting a younger audience to engage in an online experience, learning about a career in IT.

So next time you are in Columbia, SC…stop by and check out my friends at IT-oLogy. If you click here, you can find their new multi-million dollar facility, right downtown Columbia, SC.  They are just nice people…with a cool mission.

Big ole thanks for this daily motivational from LMI

I a few months ago, I took a course from Nancy Eichstadt of Leadership Management Institute. She has helped me to become better organized and focused in my business and commitments. Each day she sends out a daily motivational. Some skip over my daily beat, but today this hits home.

I normally do not like to post content from other individuals, but today is a bit different. She sends out these notes via email, so I could not post a link to this note on Twitter or Facebook for my friends to enjoy. So here is to you  Nancy Eichstadt and thanks for giving me a breath of fresh air today, enjoy friends!

YOUR DAILY MOTIVATION
Wednesday, January 19, 2011

YOU CLIMB A MOUNTAIN ONE STEP AT A TIME
Everyone who got where they are, had to begin where they were.
Your opportunity for success is right in front of you.

To attain success or to reach your goal,
don’t worry about having all the answers in advance.
You just need to have a clear idea of your goal and move toward it.

Don’t procrastinate when faced with a difficult problem.
Break your problems into parts and handle one part at a time.

Develop a tendency toward action.
You can make something happen today.
Break your big plan for success into small steps
and take the first step right away.

Success starts with beginning.

Email is about trust.



As I woke-up Christmas Even morning, I was checking my email before starting the holiday communication shutdown. As I was looking through my personal email account, I noticed an email from Honda. Apparently, there was “an unauthorized access to an email list used by a vendor of customers who receive special offers and newsletters from Acura.” They went on to state that, “As a company, we believe that all customer relationships must be built on trust.” Honda, you are right! It is about “Trust”! Then they stated, “That is why we believe it is important to inform you of this incident.” You can click here to read the whole email.

My Holiday Message
Now this is not a mere examination of the the Honda email practices, but something that I experienced yesterday. Yesterday, I sent out a short video holiday message to my friends, family, and clients. It was not necessarily just a Holiday Message, it was a reminder to a select group of people that I will be out of town the week after Christmas. As I was putting together the email, I choose each person that will receive this email carefully based on the message. I also chose to send it out yesterday because I knew most of the recepients would still be in the office to open the email or would open it upon their return on Monday, December 27th. The purpose once again, a reminder. So far, %81 of the people have opened the message, which is about what I expected.

During the day, I received little notes from many people thanking me for the reminder, and also some that just enjoyed the funny video. Each person I know on a first name basis, and can honestly subscribe them to my Mail Client (MailChimp) because we email each other, each and everyday. We not only have a personal relationship in person but also a digital communication relationship based on information transaction.

Misuse of Email Addresses
Late Thursday afternoon, I received a Holiday Message where someone had sent an email to every email address they had in their address book. How do I know this, because all 1181 individual email addresses were in the “To:” field. This person has shared their whole client list, personal relationships, basically every email address they have with each of the 1181 people that received this note. This is a scary proposition. Two of my email addresses were in that distribution, so now I am subject to anyone who wants to use my email list for ill will. I do not know all of the 1181 people, so I have no idea if each of them is trust worthy enough to not use my email address properly. Email is about trust.

When we hand out our business cards or share our email address with someone, what are we “opting-in” to receive? How do we set expectations with the person whom we share our email address? I have four email address each with a specific purpose. I have one business email account, one personal account, one for my students at Clemson, and one for purchasing. Each has a specific purpose. I also ask people who send me business emails to my personal account to send to my business account. I also ask my students not to send class email to my personal or business account. I even ask my family to refrain from sending funny joke emails to my business account. So, when a person who has two of my email accounts sends a bulk email to all of their contacts, that is a violation of my email policy. Now I sound a little harsh, but this is how I have to manage my email.

Clemson University’s Email
Recently, at the end of the semester, some of my students were complaining about the amount of email Clemson sends to them. I have to agree…as a part time employee, I receive more email in one day from Clemson than I receive in one week from my busiest client.  I am actually a bit overwhelmed. I on average receive 30 plus emails a day about a server problem, parking reminder, poetry exhibit, and the list goes on. I just hit delete, delete, delete. It is so bad, that I miss important email buried in the tons of email I receive daily from the university. Chartjunk as Tufte would say! “Chartjunk refers to all visual elements in charts and graphs that are not necessary to comprehend the information represented on the graph, or that distract the viewer from this information.” I think it applies here!

So I asked the students to write a paper to make recommendations to the university, to use email as a better resource to engage and inform the audiences at Clemson. I found some interesting responses, but the unified answer is do a better job delivering the proper email information to the person that is the actual consumer of this information.

Digital Communication
I have so many different ways I communicate with people digitally. I use Facebook, Twitter, Email, Mobile Phone Texting, and even Skype. I use email as a more formal form of communication, more of a contractual way to document conversations. But I use email based on the relationship with the recipient. This is a mutual proposition that allows us to interact in a private environment where we understand that we will not share information unless it is a part of the communication agreement. To me, Email is about Trust.

A few weeks ago, I heard a colleague chastising someone for putting the disclaimers in the bottom of their email signature. You know, the part that explains this is a communication between the above parties and not to share this confidential information. My colleague was saying that this is too much information for people to read and understand. But it is the actions I list above that have led to individuals being forced to set expectations with the recipient. Why…well, there are those who abuse our trust and share our private information with others.

Communication is about trust. I know we can just hit delete…but should we respond to those who abuse this transaction, informing them of our expectations, educating them of how we view our “address” should be used. Would you do so if that same person walked in your house without knocking…I think this is the same thing.

To learn about the MailChimp’s Email Terms of Use Policy, CLICK HERE.

To learn about SPAM and the CAN-SPAM Act of 2004, CLICK HERE.

It is time for a TRIP, a little Christmas Cabin Trip.

So we are off…off to enjoy some time with family. It is Christmas and it’s that time of year when we take some time to enjoy a cabin out in the middle of NOWHERE. Well actually, the mountains of Georgia. For the fourth year, Sarah and I, along with Sarah’s two sisters (Jennifer and Susanna), and Jennifer’s husband Tom & their two kids (Maggie and Sadie), take to the the holiday travel and enjoy the mountains of Georgia. Sometimes, Sarah’s father Marty tags along…but it is sporadic. BTW, Sarah’s birthday is the day after Christmas…so this is also a birthday weekend as well!

So bottomline…I am out of pocket from Christmas Day until Monday, January 3rd of the new year. Yes, can you believe it is almost 2011, close to 20 years since I graduated from good ole Daniel High School. So this little note is to say Merry Christmas and Happy New Year! I will not be seeing you until my return…no offense. Do not worry, my family is watching the house and my awesome assistant and partner in crime is monitoring everything. Thanks Wendi…she ROCKS!

I will be enjoying the get away of a log cabin and nothing but woods. My job…make sure the fire in the fireplace does not die. That is it! Oh, yes I will be watching tons of football.

So bottom-line, I am not sure if I will have good/any cell phone reception and I will have an auto-responder set-up on my email. I will monitor just in-case of an emergency.  If you like to mess around on Facebook and Twitter, well I will be Tweeting and updating Facebook. Here is my updated contact information:

Bobby Rettew
864-209-1467
http://twitter.com/bobbyrettew
http://Facebook.com/bobbyrettew (personal page)
http://Facebook.com/brllc (business page – “Like Me” if you like!)

So…Merry Christmas, Happy Holidays, and GO TIGERS!
Bobby