The Internet - Bringing a Voice to the Consumer

The Internet has changed customer behavior in such a large way, both in the way they act and how companies perceive them. In this blog post I am going to talk about a part of this change that I think is the most important for customers - having a voice, and more importantly, being heard.

You, as a customer are a stakeholder in every business you purchase goods/ services from. You don't go to board meetings, have a desk in the office or attend the company picnic but you're an important part of the process - so important, the business wouldn't exist without you.

While all businesses are (hopefully) aware of this, it didn't used to matter too much as there are a lot of you. To a big corporation you were just one customer and it used to be difficult, if not impossible, to make your voice heard.

If you have something to say then you could go directly but I don't think this carries much weight and singles you out as just one customer vs the company. Where would your complaint even go? It will most likely be heard by someone at customer services and if you're lucky, their manager. Will it go the distance you want it to? Will it reach the person it needs to? - To the person higher up, the person who makes the choice, the person who is actually responsible? I think not. In this way it is easy for your voice to go unheard.

While I was going through college I worked part time at a hotel and I used to see this all the time. For an example: A situation like food not being up to standard, customers would complain directly to me, the waiter, as if it was my fault. I didn't cook the food I merely brought it to them yet I shared most of the blame. The chef didn't hear the full extent of your complaint and at most it would go as high as the manager on duty.

Alternatively some customers chose to voice their opinions online through a hotel review site. As opposed to the other method which was heard only by me and at times my manager; These could potentially be heard by everyone. Importantly this included potential new customers, all staff and higher management. Even the CEO looked at and read reviews on this site.

The Internet is a soapbox to stand on. 

Your voice gets heard and might match others or gain support - As customers group together visible trends emerge, the customer voice gains traction prompting a direct result from the business. An actual change brought about by you and those who share your opinion. All made possible by the use of the internet. The customer stakeholder is not quiet any more and can make a real difference.

Here are just few examples of how you can do so:

• Write an online review for an app or somewhere you have visited.
• Join a social networking group dedicated to a cause.
• Share yours and others experiences on social media.
• Don't just voice the bad but the positive too.
• If your not happy with the company where you are currently employed try Glass Door to write anonymously about it.
• If you have an issue with Customer Service and are having trouble getting noticed try Gripe Vine.

Everyone now has the power to change things in a business - the customer finally has a voice, so make yourself heard.

Sources:
http://www.dailywritingtips.com/wp-content/uploads/active-voice.jpg

What Happens To Your Old Mobile Phone?

Lots of companies are after your old mobile phone and even willing to pay you for it, but why? In this blog post I will be talking about the business of mobile phone "recycling" and why companies are willing to pay you money for last years technology.

How do they make money?

Once your phone has reached the end of its life with you, its fair to say its going to be pretty well used, damaged and worn. You might think that it has no re-sale value and is essentially worthless but its not. There are actually lots of people who want to buy and use you old mobile phone - they're just not in your country. 

Mobile phone use in emerging markets such as India, Africa and parts of South-east Asia has sky-rocketed in recent years, creating a high demand for your old and unwanted phone. The average consumer there is unable to afford a brand new device however are keen to follow western trends, making them more than happy to buy what you might consider to be worthless. 

This is how these businesses make money, essentially buying your old phone from you then selling it on for a profit in another country, in a market which is made accessible only for large organisations. This is because aside from actually going to India, there is not a way for you to do this on your own back.

But what about broken phones or handsets even they cant re-sell? Even these are valuable. Phones contain small quantities of metals such as platinum, gold, silver and copper and  a fair amount of nickel (from the battery) - your old phone is processed by these businesses to extract these metals which can then be sold on.

So, you old phone may end up belonging to some guy in India, a piece of jewellery or even a saucepan - Making some money for you and the business along the way.

Sources:
http://www.techradar.com/news/phone-and-communications/mobile-phones/what-happens-to-phones-when-they-re-recycled-595647
http://venturebeat.com/2013/06/26/emerging-markets-are-the-key-to-unlocking-the-next-billion-users/
http://www.simplygeeky.com/wp-content/uploads/2012/11/recycle-your-mobile.jpg
http://www.fonearena.com/blog/wp-content/uploads/2009/01/india-mobile.jpg?99eae0

What Makes A Good Airline?

I recently had the pleasure of travelling to Dubai form London with Emirates airline in a brand new Airbus A380. I have travelled with other airlines and certainly feel that they are the best by far and I am not the only one to think so.

Emirates recently won the prestigious award for the worlds best airline 2013, voted for by millions of discerning travellers. But what is it that makes an airline good? In the competitive market of airline travel how do you stand above the rest? These are the questions I will attempt to answer in this post.

Air travel follows a rather rigid formula with set in stone industry standards so that a lot of the core customer experience is hard to distinguish between airlines. Plane journeys themselves are generally the same regardless of the airline running them. You get a seat, entertainment system, Food, drink and other standards.

Think about your best airline experience. Now think of your worst. What was the difference? The answer I think is actually very little.

Its the little things that set airlines apart.

Some of the main reasons I think this is are that there are only two types of plane manufactures, Airbus and Boeing - A duopoly, and with a duopoly this results in lack of choice for the consumer (the airline companies who buy the planes). So the actual plane itself, the main thing about air travel allows for little differences. Air travel is also heavily regulated in what must be provided as standard such as Emergency Exits, Seating arrangements and Safety are all strongly safeguarded.

Bringing it back to Emeritaes airline I believe this is the key to their success. I am amazed that as a customer me and my family are happy to pay up to £100 more for an Emirates flight for the little things that cost almost nothing for an airline.

Things I was particularly impressed with were;

• Brilliant customer service - From the check in staff right to the stewards and even the pilot. All were attentive, friendly and motivated. This was the main factor.
• Attention to detail - things as simple as providing a cuddly toy for little children or enabling you to specify whether you want to be woken up for food or not.
• Clean, well looked after and new feeling planes - Even though I travelled on the brand new A380 for this journey, I have travelled with them before in older models and they still felt brand new.
• Slick and simple booking - There website is particularity modern and ergonomic.

It is clear that this is a very competitive industry with high barriers to entry. If Airlines took some time to change the little things, the easy things that cost considerably less in comparison to massive marketing campaigns or price wars - revenues are bound to fly higher.

Sources:
http://www.worldairlineawards.com/awards_2013/Airline2013.htm
http://www.emirates.com/uk/english/index.aspx
http://www.arabiansupplychain.com/pictures/gallery/Events/Emirates_A380_HongKong/Emirates_A380_HongKong4.jpg
http://www.investopedia.com/features/industryhandbook/airline.asp
http://static.stuff.co.nz/1270511963/557/3550557.jpg