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May 08, 2007
An animated customer experience
Recording your call with a customer service rep and sharing it with the world is one thing; recording it and turning it into an animated video takes the idea to a new level.
That's what Justin Callaway did. He's upset with Cingular Wireless/AT&T because he claims the RF interference from one of its phones blew out a $100 computer speaker on his desk. So with the help of some creative friends, Justin created an animated video that used his call with a Cingular customer support rep as a scene-setter to his four-minute movie that rips apart Cingular's service. Highlights include Cingular's animated icon guy blowing things up around town with his "powers."
There's some debate as to who's at fault with the blown speaker, whether it's Cingular or the speaker manufacturer for not properly shielding its products from interference. But there's little doubt that determined citizen marketers are going to new lengths to create marketing, or anti-marketing, about any brand, product or company.
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I'm about to air some dirty laundry here. Every company screws up from time to time. We screwed up recently and it really tweaked a prospective client. Of course it's ridiculous to think we can please everyone we market and [Read More]
I think this video brings up irresponsible citizen marketing. I am no fan of Cingular, but I don't think this problem is their fault. If anyone is at fault here, it is the consumer and/or the speaker manufacturer.
But Cingular gets the blame and it virally spreads on the web. Citizen marketers (which is most consumers in some form) must make sure this type of misuse does not become the standard because it is the loudest/funniest/most shocking/etc. message.
You are a tool. I would be pissed if cingular knew about the problem and didn't tell me. It needs to get fixed and people need to know about the problem.
Again you are a TOOL!
It's absolutely amazing how small customer service errors can now be broadcast to the world in a split second. I just spoke out as a citizen marketer on my blog and I feel a little bit guilty. Like a snitch. Why is that?
Regardless, companies now need to be on high alert as they aim to please customers, one at a time....Great post!
Jeff
http://www.northstarthinktank.typepad.com
That is so funny....He certainly got publicity and hurt their brand at the same time
Feed back that's so pronounced from a phone cell or otherwise that it blows a speaker is a myth. Radio frequencies static are everywhere it comes from power lines, cords or any other electrical device too close to another when the other is in use, it happens when my cell phone goes off, if my stereo is too close to my TV or microwave, the air waves have and will get more poluted as we advance technologically, regardless of the differences in frequency ranges. I loved the way he bashed the cingular brand but it is Apple that are the real bad guys ,with their lousy ass tech support. I noticed the Apple logo on the gingerbread man. Apple ain't shit. Everybody always goes after the only company wuth the fairest deal in wireless the roll over minutes, the others charge you even for the minutes that you don't use and there is no roll over, if you don't use them then you lose them. You got more people standing in line like Soultrain dancers trying to get their Ipods to work, and the Apple so-called geniuses aren't, they can't even get parts from Apple to fix any of their shit, niether can COMPUSA, I'm still waiting for parts to fix my G4 notebook. Blackberry shut down and the damn thing was just an expensive paper wieght for days.
I think someone has too much time on their hands.
While it may have been an extreme case, it may not have even been the phone, but it is annoying and it could be stopped. In fairness the speaker manufacturer should have also been named. The insinuation that the iPhone will do more of the same may have been irresponsible since there is no evidence that it will.
I do think that this shows however that there is a weapon that can be used to counter the seemingly increasing indifference that the phone companies have. As our digital world has fewer and fewer providers we will eventually be like the pet owners. They thought they were getting something different, only to find that most of the pet foods were made by the same company. True market forces only work in a truly free market.
I say keep practicing and keep them on their guard.
I would have rather spoken to a customer service rep from india than some who says "Den dey make dat noise"
