Children with Borders

In this electronic age and with things like the Amazon Kindle how can a brick and mortar bookstore be relevant? It's one thing for a middle-aged guy like me to like going into a bookstore to peruse the latest arrivals and have a cuppa joe even if I like to buy things electronically and immediately on my Kindle. It's another when you realize that there are a fair number of 20-somethings and even the younger set are seen in Borders storese (by me at least) all the time. And with younger people staffing it as well.

While it is evident that many companies are struggling in these difficult economic times how does Borders deliver a good customer experience? For one thing Borders does a good job of sending coupons via email to drive store traffic. Again, often enough but not TOO often. The stores sell music, magazines, videos and have areas for children and adults to chill while they either shop, read, watch, listen eat or drink. They are delivering both Customer Controlled Communications as well as a customer focused experienced. While the bookstore of the past may never return, here's hoping that Borders lives long and prospers.

Amazon's Kindle - Am I Blogging or Ranting?

I have only been blogging for a couple of weeks but in looking over some of the posts it seems to me that I am ranting as much as blogging. So is there a difference between a blog and a rant? I think there is and I will go out on a limb and note that readers of a blog might enjoy a good rant now and again but would follow a blog only if it offers more than that.

Blogs should offer something thought provoking - at least more often than not. I was thinking about this morning when I received an Amazon email regarding my Kindle. I love my Kindle and think as an e-reader it is a terrific first generation tool. I get offered new arrivals on the Kindle from Amazon every couple of weeks (not too often) since there is a good deal of content that has not been digitized (and there will be a good deal of content that never will be digitized).

The next generation Kindle is due to come out at Christmas and it supposedly may offer color screen, a better interface and improved usability. The point is that Amazon has got its I-Pod with the Kindle and they do a continue to do a good job of contacting me just enough to keep me interested without ticking me off. It would be a good idea if they practiced Customer Controlled Communications (TM) by asking me how often I would like to receive offers but as long as they do not cross the line of too frequent communication I am ok. And the Kindle is a must-have device for the eco-consicious person as well as the avid reader.

So the question is - blog or rant? Or both?

A reason not to join Fitness Clubs

Today I walked into a recently opened franchise of a national fitness club chain. I had heard good things from my friends and co-workers. I have not belonged to a gym ever but thought it was time for a change from the solitary nature of at-home workouts. I drove up and there was plenty of parking just after Noon. That's good as I would use it during lunch sometimes. The smiling young receptionist welcomed me and asked approrpriately what I was interested in. I told her I was considering a membership but wanted to have a workout later in the week to determine if I was interested. She said ok asked for my name and home phone number (area code first as if I drove in from some other state to work out and decide on membership) and that she would get someone to show me around right away and then I could go in one of the cubicles so they could get the paperwork together. Paperwork? Hmm. Not good. I was not joining just looking!

Anyway she also asked that I take a seat. Somehow taking a seat and right away don't mean the same thing to me. As I stood there for a moment three other people walked in and were ultimately herded over to where I was standing. The center was huge - complete with umpteen bikes, treadmills, ellipticals, televisions, a basketball court and I had heard (but could not see or hear) a swimming pool. I was thinking that this could work out. But five minutes went by, then ten and I saw several people sitting down in a 'cubicle' getting what I thought might be training. Finally I gave up and walked up to the desk and said that I guessed they were busy and I would come back another time. The receptionist noted that 'they' were in a meeting but would be done soon. ARRRGH!

I left with a not-so-good feeling. It is convenient and from what I heard (although I received NO promotional material) reasonably priced. But now I have to get up the gumption to go back to do what I wanted to do today some other time. I know it could be just that the receptionist was inexperienced but there is simply NO excuse. From a customer communications standpoint surely it would be easy to have someone who is interested in knowing more or even joining sign in, take a walk around within 5 minutes of arriving and then arrange a trial workout if that is what was desired. But no.

And now they have my phone number. I wonder what they will say if they actually call to follow up? I wonder what I will say if they do? I can think of a few things actually.

We were watching at the same time

The 2008 Summer Olympics (and what a total triumph for NBC - Dick Ebersol rolled the dice and came up a big winner) are now over and we Americans can turn our attention to the Democratic (this week) and Republican (next week) conventions. One thing I read that was of interest about the Olympics (and the same will be true of the conventions) is that most of us watched the same things at the same time. Because we were forced to of course. I wrote that I would like to have the choice of what I wanted to watch as there were many other Olympic events that I was interested in seeing but were not televised (rhythmic gymnastics would be at the top of the list). But we did all watch (on tape delay in week 2 of the Olympics) Usain Bolt's magnificent performance and people talked about it as a shared experience the next day. DVR's and internet video afford people options on when they want to watch which I think is great. But there is something also cool about people watching the same thing at the same time and then talking about it the next day. The upcoming political conventions will be watched by far fewer people but will offer some similarities. True individual engagement comes in many forms and shared experiences offer dynamics that can't be undervalued.