Macy’s Fail

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I know I spoke about Delta’s fantastic customer service via Twitter recently, so I figured it only appropriate to bring up a recent case where customer service missed the mark.  Cue Macy’s.

I always look forward to the Cyber Monday, Friends & Family, any promotion really.  I’d like to consider myself a relatively savvy shopper.  I never pay full price in retail.  You shouldn’t either.  If you don’t realize that Banana Republic is 40% off every Wednesday, Jos A Bank is buy 1 get (insert some number >1) free every day, or that big box stores regularly price down pretty much everything, you’re not being a very mindful shopper.

That being said – it frustrates me to no extent that on a recent online shopping excursion to Macy’s, I wound up ordering two items which they claimed (after the fact) to no longer be in stock.  What frustrates me about this?

Let’s start with:

  • You have the ability to tell me (at the time of sale) if a product is in my size; how could that information prove wrong after the fact?
  • How awful are your supply chain practices that you can’t really tell me if my item can be sourced prior to my checkout (never mind the fact that I ordered 10 separate items that they had to split into four different shipments)
  • What do you think is so appropriately apologetic about giving me 20% off some other item?  I wanted the pants I ordered, not some other similar item
  • Why can’t you do something more personal to apologize for your transgression?

There is a lot more about this event that bothers me, but I had to get at least a portion of it off my chest while I was thinking about it.  Poor performance, Macy’s.  Poor performance.

Til Next Time,

Michael

Thought Leadership from Undercurrent

A boutique management consulting firm with whom I am fairly familiar (Undercurrent) recently published their own expose of sorts on what it takes to get hired there.  Most of you who know me (or have read my posts previously) know that I am a big proponent of all facets of the hiring “game” and really enjoy people and companies who take the recruiting and hiring process seriously (from both sides – the candidate and the employer).  I especially appreciated a laundry list of light reads (and some heavier reads) which are great food for thought for anyone thinking about taking a leap in their industry, or one adjacent.  As they say:

This collection could provide enough fodder for a graduate dissertation. We don’t realistically expect anyone to be an expert on all of it; rather we see it as an intellectual rabbit hole to fall down and discover new ideas and insights.

Take a look at the article, which provides a great group.  They range from internal blog posts/musings/case studies from the Undercurrent staff to published books by famous writers.  One thing you will notice is that they are really a mixed bag from a date perspective.  Many are written within the last year or so, while a few others have stood the test of (recent) time.  Which makes sense – that the majority of recent trends and concepts need fresh thought and dialogue applied to them, while other concepts are more timeless.

Overall, I think the piece is a very good read and I’m largely impressed with a lot of the work Undercurrent publishes.  More to come as I reflect on some of these works with which I am not yet familiar!

Til Next Time,

Michael

The Case For: Same-Sex Education Environments

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Soapbox Spoiler Alert: I am fairly confident single-sex education works.  How, you may ask?  I am a product of it during my high school years and witnessed its success.

Which is why, when I saw a Buzzfeed article effectively promoting the bastardization of single sex education (courtesy of Katie JM Baker, who was apparently just citing the opponents and not necessarily voicing her own opinions), I felt compelled to put at least a few tidbits out there for reaction.

First off, the City of Austin was fairly moronic in coming out with claims that they employ “gender-specific strategies” as part of their same-sex education trials.  I readily admit that.  They are opening themselves up to severe criticism and people that will assume they’re touting a “boys are better than girls” type of mantra.  Although, I do not think that is a necessarily-bad thing to have some level of catering to a person’s sex in an educational environment.  Boys and girls do learn differently, and creating environments that make the majority of students in a given classroom more comfortable is a good thing.  When people are comfortable, they learn better.  It’s that plain and simple.  And, saying that boys and girls learn differently isn’t an insult to either set of individuals.  It just acknowledges that many parts of a child’s growth (the best instance I can think of is the most obvious of course – their anatomy) are influenced by whether a kid got an extra ‘X’ or a ‘Y’ chromosome.  So – while I will admit one of the cornerstones of Austin’s justification may be flawed, that’s not a reason for the likes of the ACLU to trash the initiative on these grounds alone.  I am a firm supporter of civil liberties, Title IX, and many other forms of societal evolution/advancement.  But the senseless rhetoric that organizations like the ACLU spew are cancerous in my opinion to the larger discussion that reasonable individuals would otherwise like to have on the matter.

Enough ranting.  Back to my perspective.  The reason same-sex education works is that surrounding students with members of the same sex allows them to forego any nerves associated with the opposite sex.  Like it or not, the statistics are the statistics, and only a minor portion of our children are intimate (primarily sexually) with members of the same sex – and I do not believe that we should scrap the whole idea for the sake of a smaller portion.  I would call this democracy, but you may call it ignorance.  I am largely indifferent towards the name-calling I may endure for having this opinion.

But let me reiterate, I speak from experience.  And you can say that what the Jesuits do with their same-sex education installations is largely successful due to the backgrounds of its students (largely more middle-class or affluent individuals who clearly value education because they are willing to pay tuition for it), but I would disagree.  Some of the greatest success stories from my experience were students that came from poorer areas and had less resources at their disposal to compete in such an advanced academic environment.

Taking shots like this and basing an argument upon a sliver of someone’s statement or on some “independent research” (which, funny enough, was conducted by some esteemed members at UW-Madison in the psychology department who had a fair amount of incentive to pick the proper 57 out of 187 studies to choose to show “no effect” to support same-sex education benefit since they were queueing up their argument that the psychological “damage” by going same-sex would cause long term detriment) is no more effective than you or me proclaiming the Earth is flat.  Reading the staunch supporters of same-sex education tee off in the comments section really did make me crack a smile though…

Til Next Time,

Michael

Happy Thanksgiving!

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Today is a one of my favorite holidays.  Not only because it celebrates the colonization of America, but because it gives us a great reason to pig out and be with our loved ones.  I’ll keep it short and sweet so you can get back to the meat: HAPPY THANKSGIVING!

Til Next Time,

Michael

Happy Birthday!

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Well, I’ve clearly been so busy blogging lately that I totally forgot to wish my site a happy birthday!  Just over one year ago, I set out on this crazy endeavor.  I thought I’d give a lot more time to it.  I didn’t think that I’d be switching jobs, juggling compliance concerns, and trying to figure out what it all means for my “personal” brand.  At some point soon, though, I am going to try to formalize my thoughts and refine my content strategy going forward.  Until then, cheers to you all who have been following me for over a year now!

Til Next Time,

Michael

The Disney Empire

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I was reading an article today on the Disney empire and was very interested to see the author’s opinions on the company (well, I suppose I should say “companies” really – since they act somewhat autonomously and disparately whether you’re talking about ESPN, TV, Movies, Mobile, Parks, or any of the others).  I am not nearly as surprised that the empire of companies are actually very diverse and unique, and that there is a seeming lack of homogeneity from one to the next.  The timing was really funny for me though as I have only recently started thinking about their empire again now that I have two nephews and a niece that are of the age where these forms of entertainment are enjoyable to them.

The one thing I do know?  The brand still has staying power.  I was trying to buy my girlfriend The Lion King for Christmas the other day.  Guess how much it was?  $40 box set.  $40!  Granted – it was two discs with numerous superlatives (BEST version ever, MASTERFULLY reproduced, PLATINUM edition, blah blah) but I challenge you to name one other mode of entertainment that has been so transcendent that, over 20 years after initial release – you can still charge so much.  I was expecting to be able to rent on iTunes/Amazon for $3, $4, or maybe $5 in the worst case.  Boy, was I wrong.

Are there any other empires that come close to rivaling Disney?  I’m really starting to think the answer is “No”…

Til Next Time,

Michael

Delta Assist

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I’ve mentioned it before and I’ll mention it again – I really appreciate the recent migration of major companies towards giving users a seamless/preferred contact method to inquire about, make updates to, or generally assist with any existing orders (be it in a retail/sales environment, with your hotels/airlines, etc).  My latest success story is another with Delta’s twitter @deltaassist.

In a few short minutes (as you can tell from the graphic – actually 9 minutes from first contact to be exact, of which 90% of my time was spent elsewhere multitasking as I awaited their response) I was able to have them add a traveling companion’s itinerary to mine and have them placed in the seat next to me.  Traditionally, I would have either had to call in (and wait) or get to the airport early to check in (and wait).  This removed all of the waiting and allowed me to quickly and painlessly manage the situation.  I know this is a costly thing for these companies to build and manage, but the ultimate reward in customer experience/satisfaction is truly invaluable.

Cheers to you, Delta!

Til Next Time,

Michael

Net Neutrality

I try to keep most things on the blog (and in life) void of any gross political charge.  And, in reality, I think this post follows suit. My doubters, though, may disagree.

Either way – I felt compelled to weigh in on net neutrality since that is an issue that has been so hotly contested this week.  It is also a topic that plays a big role in my company’s history and future.  In short – I think the President and his administration are way off base with their opinions and recommendations as it relates to net neutrality.

Reasons:

  • Making the internet another “utility” is degrading and unfair to the people who worked so hard to make it what it is today
  • The internet is fundamentally not a basic human right, and trying to enact legislation to commoditize it and make it freely available to everyone under the guise of “advancement opportunity” is anti-capitalistic at its core
  • Companies who have paid to build out the internet backbone should have the right to control their infrastructure and capitalize on their investment
  • As it relates to the “tax credit” argument (cable companies built out infrastructure largely based on tax credits, etc), these organizations continue to pay back the credits with competitive programs that support those who otherwise may be unable to afford the luxury
  • Innovation and job-creation will ultimately be handicapped if the president tries to thwart enterprise and suppress the opportunity to operate in a free-trade manner by over-legislating how the internet and the players in that space work

Do I think that perhaps we could take some proactive measures to ensure that the internet is further built out and continues to serve its customers as effectively as possible?  Yes.  Do I believe the government is the right agency to help police this?  Absolutely not.

Til Next Time,

Michael

Art of Manliness

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Ranker.com had a great post from the Art of Manliness entitled “34 Things Every Man Should Know”. I found it witty, rather insightful, and somewhat humorous. Hence, I wanted to share with you all.

A couple of my favorites and rules I live by:

  • “Sometimes, Always, Never” Button Rule (which I have written about before)
  • How to Shuffle a Deck of Cards
  • How to Tell When Meat is Done

Til Next Time,

Michael