Thursday, February 16, 2012

Digital Life on Today: Finally, Good Integration

At the end of the first hour of the Today Show, on February 16, 2012, just before 8 am, the hosts introduced a subject--the father who shot his daughter's laptop after an 8 minute rant with a .45--and asked viewers to go to the web, see the complete posting the dad made, and vote whether or not the dad's actions were abusive, appropriate, or somewhere in-between.  The follow-up, which will be aired tomorrow, will examine the topic in light of the viewers' comments.  A subsequent segment conducted by Matt Lauer with its panel of self-important "experts" also reviewed the incident.  Typical head-talking opinion.

By 10 am on the site, nearly 4500 people had weighed in, with 73% of viewers indicating that this response was "Appropriate Punishment."

I do not want to comment on the daughter's or the dad's behavior.  I would just point out that this interaction between mainstream television and the internet is one of the first instances I've seen where both mediums are put to good use.  First of all, the posting was too long to run on television, so viewers were asked to look at it in its entirety on the Digital Life on Today, part of the Today Show's website, thus driving traffic to the site.  With the viewers' comments integrated into the show, the programming is also improved, elevating the commentary beyond the opinion of mere pundits to a reflection of part of the television public's viewing opinions.  When added to the huge reaction on Facebook--over 1 million comments last night, this topic will receive an immediate and thorough hearing.  With NBC joining the discussion, its interactive contract between viewer and content is sealed.  We have integrated media working at its best.

This type of interaction and integration needs to be applauded.  I for one am sick of people directing me to the web or asking me to follow them Facebook or do anything else online without a real reason to do so.  Here we finally have somewhat stepping up to the plate--or should I say--taking the mouse by its ears.

Monday, February 6, 2012

Ready, fire, aim: Get a good customer database first

All I did was to sign up for Paperless Billing, and I received four letters--on the same day--from Verizon Wireless reminding me that it is:
  • Environmentally friendly
  • Convenient and efficient
  • Safe and secure
  • Save money.
And then, it put in the caveat:  "If you did not enroll in paperless billing, please contact us immediately." 

The damage is done.  You don't have to be customer experience consultant, which I am, to know that such redundancy makes you look stupid in the eyes of the consumer.  Before you start showing off, please get the basics down first.

Friday, February 3, 2012

Shifting interests, new priorities

The focus of this blog is shifting away from multichannel retailing.  For more on that topic, please check out my other blog at

Increasingly, my interest in the e-environment has led me to learning more about learning itself and how our interactions online are shaping our experiences in both the real and virtual worlds.

Look for more on this subject in upcoming entries.