The Brand Man Speaks

The Wall Street Journal; has its customer service deteriorated because its a Murdoch newspaper?

The Wall Street Journal is one of the world's great newspapers even after a number of years under the ownership of Rupert Murdoch the beleaguered media mogul whose less than savory publications have been involved in reckless cell phone hacking.

I have found, despite my inital concerns, that most of the editorial content remains first rate and has not been completely skewed by Murdoch's political point of view.

Unfortunately, one component of the newspaper's operations has deteriorated dramatically under his management; Customer Service.

Since the addition of the quarterly WSJ Magazine on Saturdays, (over a year now) the delivery service that they use to service my neck of the woods has failed to be able to include this wonderful and well-written magazine in the issue in which it is published. Despite calling in advance of the issuance (when I get wind it is due to come out) the delivery service cannot seem to get it into my paper or the newspapers of 25 neighbors in my condo complex.

Repeated calls to the WSJ Customer Service Dept. over nearly a year has generated empty promises to resolve the problem. I have been told each time that my matter is now a "priority" and is being "expedited" but nothing happens, no one returns any calls and most importantly I do not get the magazine.

I failed to get the magazine this past Saturday despite my best efforts to head off the problem. I got more apologies and promises but no magazine. I was even sent an email with a link to FREE access to the WSJ's online product so I could read the entire magzine online, but alas that was a joke. The link was for me to PAY $140 a year to have access to the online service.

In this day and age of declining newspaper readership, you would think the WSJ print edition management would make a real effort to keep loyal readers instead of just ignoring them. Maybe a few people need to lose their jobs (top subscription management) to get someone to take consumer loyalty seriously.

Watching out for you everyday.

Eli

Abercrombie & Fitch diss "The Situation" and all cast of Jersey Shore: Offers payments to NOT wear their branded apparel

In what I first thought was a joke (and I am not sure that it isn't) Abercrombie & Fitch the preppy and sexy high school and college oriented high priced apparel retailer has offered to pay the cast of the hit but vulgar TV reality show "Jersey Shore" to NOT wear their branded clothing. The company claims the rowdy cast, especially Mike "The Situation" Sorrentino, has damaged the brand's image by wearing its clothing on and off TV.

In all seriousness I think it is a brilliant PR effort to get attention for the out of the limelight no longer hot young people's brand. The company has suffered greatly in recent years during the grand recession by not more actively using price promotions to keep consumers coming through their doors versus their competitors. A and F is noted for its high priced line of casual collegiete cool apparel which during the days when Americans were flush and feeling rich was a huge hit.

The move is interesting in light of the fact that the company has walked a fine line down this path before.  Historically, a large percentage of sales are to both gay and straight fit men in their 40s and 50s who are clearly not their prime targets. Older body conscious (primarily gay) men are a very loyal group of consumers of the A and F brand because the product shows off buff bodies well and is perceived to exude a young sexy cool vibe to that audience.

Look for my interview on Fox News tomorrow on this subject.

Watching out for you everyday.

Abercrombie & Fitch shares fall day after 'Jersey Shore' diss, as 'The Situation' hits back: MyFoxORLANDO.com

 

Eli

 

 

Starbucks cutting off power access to customers who set up shop for hours in the cafes

Have you ever gone into a Starbucks to perhaps have a sandwich and a cup of coffee only to find that all the multi-seat tables are taken over by one person hogging them with laptops, printers and smart phones? Free office space (with free unlimited internet access) is what I have called it for several years and it was one of the reasons I stopped being a loyal Starbucks customer.

These squatters buy one Latte and nurse it all day while they use the free WiFi Starbucks offers to all customers. Now in an interesting offensive move some Starbucks locations in New York are blocking electrical outlets to "discourage" the space hogs. Finally Starbucks is admitting what many of us have been telling them for years that allowing a few folks to make it untenable for others to sit and enjoy their coffee pastry or sandwich is hurting their business.

Good move Starbucks send these cheap skates to the sidewalk or have them ante up every hour like using a parking meter.

Watching out for you everyday.

Eli

 

Southwest Air one of only the carriers NOT refunding FAA taxes to fliers directly

As of today most of the major airlines including US Air and Delta have announced they are directly refunding FAA taxes paid by fliers for trips occurring during the non collection time by the FAA (which will go through this fall as the Senate failed to resolve this matter before their summer recess).

Originally the airlines instructed fliers to try to navigate the IRS.gov site to get a refund. You can imagine if the debt ceiling legislation matter in Washington was an example of government failures, you can further imagine trying to address this refund matter directly with the IRS to be just as difficult for the lowly consumer.

A call to Southwest Airlines this morning proves the usually consumer friendly airline is behind the 8 ball on this issue and is refusing to refund the funds directly or assist fliers who paid these taxes prior to the FAA tax collection shut-down with handling it through the government. Shame on Southwest as consumers have come to know this brand as one that steps to the plate and handles these kinds of matters proactively versus the legacy carriers specifically. Management and marketing asleep at the wheel on this one.

Watching out for you everyday.

Eli

Chinese retail pursues new level of brand and trademark piracy: This time its ripping off IKEA

Just a couple of weeks after it was discovered that in a remote Chinese city a group of "entrepreneurs" had created "fake" Apple Stores, (most of which have been shut down once world wide news of this piracy was exposed), now comes news that another highly successful Western retailer has been "faked".

IKEA, the Swedish based world leader in low cost, high design, instantly available furnishings and accessories sold in huge warehouse stores now has a fake version in Southwest China. Also in a remote town. The store called 11 Furniture looks and feels like IKEA down to the color schemes used in the store and how the product is merchandised.

It is abundantly clear that despite the Chinese government saying it is opposed to such blatant disregard for trademarked and protected concepts respected around the rest of the world, they turn a blind eye to such retail rip offs UNTIL someone exposes the fraud in the Western Media.

The does not look like a problem that is going to be handled properly anytime soon and yet given the power of the Chinese empire to ignore what they do not want to deal with, it may be very difficult to stop this piracy from expanding across their vast country.

Watching out for you everyday.

Eli