In the 1990's I discovered Ziploc Vegetable bags, by Dow.  The bags looked like any other one gallon food storage bag except the bags had perforations which allowed excess moisture to escape.  I loved these bags and how they kept my food fresher and crisper, since there was less moisture build up.  Suddenly, my coveted vegetable storage bags were off the market.  Part of my inheritance included an unopened box of the bags, thanks to my mother who believed in stocking up on things on sale.  Because it was packed away with other kitchen items that were never unpacked, there they were, like a Christmas gift.  

With the information on the box, I called the company to see if they had any left over, of which I would gladly have paid for.  The very helpful lady in Customer Service told me that not only did they not have any left over, but she received quite a few calls and often from people  who also wanted these bags.  I asked her why they were pulled off the market, and she told me that they were not selling.  I shared with her my observations that they were not merchandised properly.  Many lesser quality vegetable bags were frequently sold alongside fresh produce, so that consumers would become aware of their existence. 

Fast forward to July 2009, and I am at my local Jewel grocery store on the north side of Chicago.  I'm searching for one gallon sized freezer bags, but my eyes are glazing over because all the packages look so similar that it takes effort to discriminate what each item is for.  I am staring at something that  didn't say freezer bag, but said vegetable bag.  While Hefty makes a vegetable bag, which I have used, I picked up this other item out of curiosity.  Once in my hand, I realized I was holding the new incarnation of my favorite vegetable storage bags.

The predominantly blue box shown below is the current point of purchase packaging.

The predominantly green packaging in the photo below is what the original point of purchase packaging looked like.  I'm not so sure I like the newer packaging more, because the older packaging  clearly announced Vegetable Bags whereas the new POP indicates it via vegetables, but that could also be used for their regular storage bags. 

Looking at the top of the packaging, the new design appears superior.

However, looking at the bottom of the packaging, again, the original winds hands down.  There is no double that these are special use bags.

The backside of the packaging, in my opinion, could go either way, although I prefer the older packaging in that it clearly identifies the product use.  By using a color other than the blue prevalent on all their other plastic bags, it also differentiates it by use, which is an easier way for consumers to know which box they are reaching for when they are in a rush.

Despite a few issues with the current POP packaging, I for one am very pleased that SC Johnson of Racine, Wisconsin, has chosen to bring back this most excellent product.  I hope this posting is found by your many customers who have been searching for these very well designed bags.  There is one desgin change that is evident, and that is in the product itself.  The Ziploc design is much better.

Thanks again, SC Johnson, for bringing back the Ziploc Vegetable Bags!

Two weeks ago I put my Blackberry Curve in an outside pocket of a new purse, and when I took it out to use it, one side of the faceplate had been gouged out.  The pocket had secured a decorative strap with a metal snap of some type, which was scratchy and sharp inside. 

While not impacting the functionality of the phone, it looked like a damaged reject unfit for the Road Warrior film.  I went to the T-Mobile store nearby and they suggested I call Blackberry.  Blackberry (RIM) suggested I call a place that does repair service, and mentioned a company called BBrepairshop.com. 

Usually I like to just order online, and although they have everything you can imagine for your Blackberry Phone, due to the nature of the issue, I called and spoke to their customer service person, who was extraordinarily helpful and a pleasure to talk to (Thank you, Paul!).  I ordered a replacement faceplate in the Sunset Red, and he suggested I purchase a Torx screwdriver if I wanted to do the job myself, which I did.  (Somehow I could not imagine being without my Blackberry!).

BBrepairshop provides tech support, and upon calling them, I was patiently walked through the steps on how to remove the old faceplate, what else to do and what not to do.  Before I knew it, my new faceplate was installed and my phone no longer looked battle scarred.  It's always a pleasure to do business with a company that provides good online, customer and tech support, all out of Houston, Texas.

BBrepairshop.com
9894 Bissonnet
Suite 240
Houston, TX 77036

After receiving an email (mass mailing) from the Inaugural Committee, I was prompted to visit the new WhiteHouse.gov website. As much of a web-head as I am, I cannot ever recall feeling so interested in doing so. What a surprise.

The first line was: Change has come to WhiteHouse.gov followed by the introduction, "Welcome to the new WhiteHouse.gov. I'm Macon Phillips, the Director of New Media for the White House and one of the people who will be contributing to the blog."

One of the reasons that President Obama has been an effective campaigner and an effective politician is that he and his campaign people have understood the communications model.  Much of the general public does not understand that public relations as a profession has many faces, and unfortunately, often the outdated model of the publicity hound is the only image that is evoked when one hears the words, "public relations."  

However, Public Relations as we practice it and as we live and breath it is a practice of communications, to support and communication the goals and vision of an organization.  It includes social responsibility, and looks at the relevant stakeholders that both are impacted by and impact the firm.  At its' most effective and professionally responsible level, it is what socially responsible businesses implement. 

Tactically, this level of Integrated Marketing Communications includes all relevant, effective modes of communication channels.  From a business marketing communications perspective, I've been fascinated by how the Obama Campaign to elect him for President has employed these strategies. 

Looking at the new WhiteHouse.gov website, I would say that the level of professional Integrated Marketing and Public Relations has arrived, and it is about time that the bar has been raised. 

I was talking to to blogger Tamale Chica, who has been taking photos for her blog quite regularly.  Originally she used Olympus cameras from the FE series, but recently changed to an Olympus Stylus.  She shared with me that she was unhappy with the results of the Stylus.  They have two of them, one being used exclusively for business.  One is a 1010 and the other a 1020.  She told me that the problem with the Stylus was that it often resulted in blurry photos, and when she mentioned this to someone she knew that also had a Stylus, they said they had the same complaint. 

When photos are taken outside, she said the camera is great, since the hypercrystal lens allows her to see what is on the LCD even in bright sunshine.  She also said it captured motion very well, and images were crisp.  The problem of blurriness occurred when the shutter speed was changed due to taking photos in indoor lighting with the flash off. 

We had just heard about the Sony Cybershot, which not only also sports the hypercrystal LCD but a viewfinder as well.  Tamale Chica told me that she they purchased one of these cameras recently and she looks forward to taking it for a test drive, and that they will be selling at least one of their Olympus Stylus Cameras if this proves to be a better camera for their needs.

Play.com had a succinct but good review of this camera, which should not be confused with their earlier 7.1 megapixel camera with a 3x zoom (this one has a 5x zoom).

• 10.1 Effective megapixels resolution for clear enlargements up to A3 size
• 5x Optical zoom Carl Zeiss Vario-Tessar lens with 30mm wide angle for panoramic landscapes and large group shots
• Smile Shutter waits until the subject smiles before firing the shutter with adjustable smile threshold setting
• Enhanced Face Detection with high-speed subject tracking for clearer portraits
• Intelligent Scene Recognition automatically selects correct shooting mode depending on subject
• Large 2.7-inch (230K dot) Clear Photo LCD
• HD Output compatible with PhotoTV HD displays for optimised still images on Bravia TV
• Bionz processor for enhanced image quality and fast response
• Double Anti-blur with Super SteadyShot image stabilisation and High Sensitivity ISO 3200 for clearer handheld shooting in low light
• D-Range Optimiser adjusts exposure and contrast in high contrast and backlit scenes

She said that this model came in four colors:  a pleasing beige like metallic color, red, silver and black. 

Knowing my friend, she would prefer pink.

I asked her where she purchased the camera, and she said JR.com.  She's been shopping there for electronics off and on over the years, first for family members and then for herself, and was very pleased with the fast service and shipping, and quality of selection, and most of all, the very good prices. 

  The concepts of the logistics of consumer page delivery is an interesting service to me, since we are talking about moving extremely large quantities of shipments from vendors to customers as well as a quantity of customer returns back to the vendors, across the country and in some cases, across continents and oceans.  UPS has generally been a favorite of mine, although we've had some pretty sub-par drivers in our neighborhood, to the extent that I found it necessary to call their Franklin Park Operations center on more than one occasion.  Lately UPS service has been very, very good on a consistent basis.  This is good.  Our drivers deliver, they ring the bell if they leave a package, and usually if we are available to let them in, they bring the packages to our 2nd level location.

In a bit of irony, today the UPS driver did not ring our bell.  I've been waiting for a delivery, and I had a return delivery to give him.  There is a sign in the foyer stating we have an RS return.  So of all days, when I was about to say they have been giving us excellent service, we again have less than excellent service.  There used to be a policy of hand to hand (the package goes from their hand to the customer's hand).  Today, UPS has decided that dumping it in the foyer is good enough.  Now DHL is beginning to look very good again.

It used to be that Fed Ex was my second most favored package delivery carrier.  While they still provide good, reliable drop off service, our drivers from Fed Ex have all taken to the same pesky and irritating habit of not ringing the bell to let us know they have left a package.  During the hot summers, we've had perishables sit in 90 degree plus heat for the afternoon and overnight, available (since the foyer is ground level) to anyone walking by.  Surely if UPS drivers can ring the bell, FedEx drivers can also. 

The bain of most package delivery used to be DHL.  In the past when I'd find out a company shipped DHL, I'd roll my eyes and wish they had used UPS.  No more!  Lately, like UPS and unlike our FedEx drivers, DHL has consistently delivered and yes, rang our bell so we knew they were here.  Now here's the happy comparison.  Like their two big competitors, DHL provides online tracking.  UPS has always been great with offering this facilityty in an easy manner for the consumer.  DHL, however, offers both Email AND SMS notification.  If you are waiting for that package and can't rest easy until you know it's in your foyer or in your receiving room, but don't want to keep going to the carrier's website to entire an inquiry, DHL should be your choice.  I tested it when I needed to take care of laundry.  I heard my phone beep, looked at the display and there it was, my notification that my package was in the front foyer.  Now that is real time information that makes life easier!

Today's Chicago Tribune reported that by this Fall, the Chicago Transit Authority will be providing some cars during rush hour that will have no seating.  I know that my customer experience on the CTA varies by route and by timing, but it is always crowded during rush hour.  Because we have flexible schedules at our office, I avoid rush hour like the plague.  However, there have been times that this was unavoidable, and usually when I had to carry heavy folders or bags of supplies back to my residence.  Being able to get a seat, even if it isn't until the last few stops, is like a bit of Heaven after a very long day in the office. 

This new "service level" that the CTA will be offering, or rather providing, appears to do very little to improve customer satisfaction with the CTA.  The customer experience on mass transit during very crowded, standing room only times is also often accompanied by the usual pervs who feel people up, the pickpockets and the feeling of being a piece of meat.  With the seatless cars, now customers of the CTA will be able to experience that feeling that they are truly in a cattle car.  This is the type of ride a world class city provides on their transit systems?

This morning I ordered another pair of Cole Haan Nike Air sandals from Zappos.  This is after returning 7 pairs that I ordered and shipped back, with free shipping round trip.  It's not that I like to run after my UPS guy or haul boxes to the Post Office;  years ago I sprained one of my ankles and subsequently one side of my foot is more swollen on the top.  The tops of my feet are also have very sensitive and the skin very thin, so most sandals create a lot of raw, blisters and other problems, rendering wearing most sandals impossible.  I also walk a lot, so cushioning is also important.  Thanks to Zappos I've found both a Think sandal and this current model and can now  "free my feet" when it's very hot out.

I've heard from many of the Zappos customer service people that they are a customer service company that happens to sells shoes.  They use this as their tag line as well.  Unlike many stores that purport to provide excellent customer service, Zappos actually delivers.  I've shopped with them for many, many years.  When I first bought shoes from them I seemed to be the only person among my friends that did.  Now I often go to my local Jewel  and chat about our best shoe deals with one of the employees there, who also walks a lot and stands on her feet.  In our little shoe huddles, comfort is queen.  She is a new Zappos customer, and enthusiastically raved about their shipping policies and customer service.  To me, there is nothing more exciting in the area of customer service and retail than to find other customer evangelists.

I recently came across an article about the CEO of Zappos in a 2006 edition of Inc. Magazine.   In three years they attained a growth rate of 948%.  Phenomenal you say for a shoe store???  I agree, but even more impressive than their growth is the awareness that CEO Tony Hsieh has of what drives customers to return again and again to a company.

This is the crux of what makes a successful on-line shopping experience:

We all sat around one day talking about what we wanted the Zappos brand to represent. We decided to be about providing the best service; we said, "We're a service company that just happens to sell shoes." But in order for that to happen, we had to control the entire customer experience. We expanded the warehouse to 77,000 square feet and stopped having manufacturers ship directly to customers. It was a scary time--drop shipping was 25 percent of revenue, and we gave it up all at once.

For anyone who hasn't shopped at Zappos, it's a Class One online experience.  Their website is easy to navigate, and their search parameters actually return relevant and useful results.  As with Amazon.com,  there is a way for customers to provide input that others can read and there is also an option to be told when a shoe that is out in the size that you want is back in stock.   Because shoe sizes, widths and arch support varies not only from brand to brand but across styles, the customer input facility is a valuable tool in making purchasing decisions.  Their photos also provide multiple views of the shoes, which have in the past helped me make decisions to buy or to not buy a particular shoe. 

Because of Zappos, I've tried brands that I normally would not have purchased, such as my Cole Haan Nike Air slides.   Personally I dislike going into shoe stores.  The fumes alone have contributed to me purchasing shoes I needed to later return.  With Zappos I can shop from home, wear them all day inside the house to make sure my feet aren't looking or feeling like torture victims, and make a decision based on a "try on time" that is more realistic in approximating actual use.  Returns are also done online, and you can easily check to see if your return is recieved and credited, in the event that you haven't received their email notifications.  Credits process from their end in a timely manner, no "60-90 day" credit excuses from Zappos, which is not what I can say about many other companies who somehow expect a customer to want to come back to them when they hold onto their money when a refund is due. 

CEO Tony Hseih got it right when he said, "We interview people for culture fit. We want people who are passionate about what Zappos is about--service. I don't care if they're passionate about shoes."  With online retail, service is where the store atmospherics are created, with each transaction and with each company encounter, whether online or on the phone.   

When I decided to purchase a new television, I shopped online and found the company I wanted to order from.  Crutchfield.  They are known for their customer service, and my uncle, who has purchased many things from them, swears by the quality of their service.  I tried using both their email and live help, and was able to resolve any other questions that I had.  I decided to go ahead and order.

To expedite matters I just decided to use my debit card.  Usually I would use a credit card but because I was doing some online banking, I had transferred the funds over to my checking account.  On Wednesday I decided that everything was good to go.  Unfortunately "go" wasn't "going" very smoothly. 

Crutchfield has a policy of verifying your card with the banking institution that issued it.   I rarely use the bank card that I decided to use for my fateful purchase.  When Crutchfield called, my bank refused to provide any information, and the transaction was therefore declined.  I emailed my personal banker, only to find out upon following up with a phone call, that she was no longer employed there.  Another bank employee took the call, and she told me she was the person Crutchfield contacted, and that she could not divulge any account holder information.  The bank thought that it would be a balance inquiry.  I told her that all Crutchfield wanted was to verify that I am the person who indeed is making this purchase.  I was told that for security and privacy reasons, I would need to sign a disclosure form giving them permission to verify my name/address/phone number and card number.  While it is great that my bank protects my privacy, since I already was on the phone with them this seemed to be overkill!!!  I faxed the signed authorization, and both Crutchfield and I thought we were finally good to go.

We tried to go forward but ended up going nowhere.  Crutchfield told me they couldn't't get the transaction to go through, that it was being declined.  With one phone connected to Crutchfield, I used another phone to call the bank.  Apparently my bank is extraordinarily good at keeping their account holder's funds safe, and in the bank, as evidenced by my not being able to get my money out!  I had briefly thought about just using a credit card, but by now I was determined to complete the transaction the way I had initiated it.  The bank employee asked me how much the purchase was.  Apparently they have limit as to how much an account holder can withdraw per day using a debit card.  While this is great if you are being forced at gunpoint to withdraw your funds, since I called them I found this rather inconvenient.  Unfortunately it was also immovable. 

The bank representative suggested either breaking the transaction up in two days, or using an ACH transfer, which would be a direct debit to my account.  My Crutchfield customer service guy contacted another department to find out if either could be done, and unfortunately it turned out to be that neither type of transaction could be done.  He did have the idea that I could get a gift certificate and apply it to my purchase so that the balance due that would hit my debit card would be less than my bank's daily withdrawal allotment.  Wanting to expedite this, I bought the gift card on a different bank's debit card, really testing the boundaries of processing.  Two hours later that transaction still had not been completed.  I called Crutchfield and it was held up because it needed to be verified, AND I had to call back from the phone number associated with my card.  By 6pm Friday evening, I still had not received the e-gift card. 

My e-gift card arrived via email on Saturday morning, as did a call from Hunter, my now favorite Crutchfield employee.  Together we suffered the effects of security policies, systems and procedures that are ostensibly in place to protect the consumer from unauthorized transactions.  His system did not show the gift card number yet, so I read it to him, and we were able to FINALLY get the transaction to go through.  This translated to over 3 days of effort to get a basic online purchase to be completed.  It was truly one of the most frustrating experiences I ever had, yet this frustration was due to two companies with policies in place that are designed to protect the consumer. 

Would I want these policies changed by either company?  No, not really.  Next time I'll just give up and use a credit card, but I'd have to keep my fingers crossed that the transaction goes through.  A month ago the card company from one of my credit cards called to say there was fraudulent activity on my card.  My card was automatically canceled by the card company and once I verified on the phone (thankfully I didn't have to jump through as many hoops as one of my bank's required) they reissued a new one.  Of course any orders I had outstanding that were waiting to ship and then be billed were declined, too. 

What disturbs me regarding all of this is that:

1).  These procedures are all a sign of our current times, where financial and credit fraud are so abundant that companies need to put in place increasing safeguards to reduce fraud and identity theft.

2).  That credit cards rule.  I once tried to not have a credit card, and it quickly became evident that in our modern world, that just isn't possible. 

3).  One of the positives about debit card use is that their transactions do not impact your credit report.  How three companies suddenly became the "be all" method that allows consumers to get credit, rent an apartment and buy a car when none of this was permissioned by the consumer has always been a sore point with me.  Related to this, I dislike and disrespect the fact that our privacy in this country is "for sale," as data miners and companies sell information (and misinformation) about us for a fee.  All of that is easily downloaded so people who have no business trying to get into our business don't even have to get up out of their chairs to invade our lives with any semblance of informed consent on our part.

4).  Anyone who had experienced severe financial difficulty and who does not have a credit card probably experiences a substantial amount of frustration and inconvenience if they need to rent a car, make purchases of expensive but necessary items and if they basically need to do anything that those of us who have credit cards take for granted.  The irony is that for many, the concept of "going into debt" every time one uses a credit card is so disconnected from reality, (that is, until the bill comes), versus looking into your wallet and seeing that you have less cash.   

Yet all of "this" is where we are today, and "this" is what we have, as a society, become.