Monthly Archives: April 2006

Exxon Owns 4 of 5 Top Spots for All-Time Corporate Profits

Of the five most profitable quarters in the world history of corporations, four have been ExxonMobil’s. ExxonMobil holds the 1st, 2nd, 4th, and 5th places on the list. The number three spot goes to Royal Dutch Shell, another oil company.

Posted in Business Ethics, Energy & Sustainability, General Commentary, Uncategorized

Another Company *Almost* Gets It Right–And Then Blows It

So what’s the problem? This company spent some substantial chunk of money to bring me to the site, actually overcame my substantial sales resistance–and what happened when I got there?

Posted in Customer Service as Marketing, General Commentary, Uncategorized

How to Throw Away the Sale You Already Had

Yesterday, I went to the store and bought a new Internet router. and then I tried to set it up.

It said on the software CD that if you run a non-Windows computer (I use a Mac), double-click on a certain file. The file opened in my Internet (but from the CD). However, I tried three different browsers. All I got was a blank colored panel in Firefox, a complete blank in Internet Explorer, and a small question mark in the middle of my Safari page.

So off I went to the website to see if I could download the driver. I identified the product I’d bought and hunted unsuccessfully for the Mac driver. I did find a note that the Mac operating system is in fact supported, so that’s good.

Since I couldn’t find it, I tried to contact support. the contact page had no phone number or e-address, only a webform. So I filled in all my requested information, laboriously typed in the serial number, and tried to register–and got told to enter a valid serial number.

Worse, the page had reverted to blank; I was able to retrieve my filled out form only by hitting the Back button several times. Otherwise, I would have had to select the product and add all the data again.

My number had characters that could have been either zero or the letter O, so I tried switching one of the Os to a zero. No dice.

Guess what product I’ll be returning on my next trip to town. And guess what company has been permanently crossed off my vendor list (OK, so I’m not naming them here.)

Keep in mind, this was a completed sale. They had my money. All they had to do was make themselves available to give me a two minute explanation of how to set up the product and they’d have had a very happy customer. Instead, they’re toast in my mind.

I’ve said it before, and I’ll say it again: user experience counts far more toward the customer’s perception of the brand than all the logos, ads, and slogans in the world.

Posted in Customer Service as Marketing, General Commentary, Uncategorized

Second Disturbing Trend: Cons at the Cash Register

Can you think of a faster way to grind away brand image and erode brand loyalty? I traded with these companies because I believed in them. And now I don’t anymore.

Posted in Business Ethics, Marketing Trends/News, Uncategorized

First of Two Disturbing Trends: Paid News Placement

It’s bad enough that the news has been so dumbed down that for the most part, it’s doing a very poor job. Switching to a paid model will be the nail in the coffin, and we’ll have to get all our news from bloggers. Don’t get me wrong–bloggers are great. But there’s also an important, even crucial, role for the professional journalist.

Posted in Business Ethics, Marketing Trends/News, Media Ethics, Uncategorized

Justifiable Honors for Katrina Reportage

I first learned of the Pulitzers going to New Orleans and Biloxi’s newspapers for Katrina coverage (and heroism)from the blog on journalism published by Poynter.org Some very human reportage of how the newspapers covered the floods.

Posted in Events, Media Ethics, Uncategorized

Good New Things in the Blogosphere

Cyberjournalist.net has jumped into the breach with a Blogger’s Code of Ethics

Posted in General Commentary, Marketing Trends/News, Media Ethics, Uncategorized

A Very Different CEO Waives His Compensation, Rewards Differently

It’s not just rhetoric, either. When he felt he had enough “toys” in his life–“So I’ve been able to go out and buy a big house, fast cars and some pieces of art. I also have donated more than $17.5 million worth of shares to charitable causes”–he stopped taking compensation and has his substantial package donated to charity.

Posted in Business Ethics, General Commentary, Uncategorized

US Knew All Along: Trailers Were NOT Bioweapons Labs

If ever there was an argument to be made for a parliamentary style of government, where a crisis forces new elections, it would be this administration. With its lies, its finger pointing, its illegal and thuggish tactics

Posted in Business Ethics, Ethics in Government, General Commentary, Uncategorized

Rumsfeld's Financial Killing on Bird Flu Virus

In this administration, one does have to ask if it’s a coincidence that *this* firm gets to develop the virus drug and sell it to the government.

Posted in Business Ethics, Ethics in Government, Uncategorized

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