Category: Uncategorized

Sometime in July 2015 the photo services company PNI Media, owned by Staples, reported a potential security breach.

Since then, numerous consumer sites have disabled access to PNI Media. These sites include costco.com and samsclub.com.

The problem is apparently not the result of anything the consumer sites did or didn’t do.

However, the lack of response by SamsClub.com gives the company a big F for its response, especially to its members.

Weeks later the “Photo” item on Samsclub.com drop down menu links to a 404 page on PNI Media’s site.

The local Sams Club store does not have any information available, either, unless you ask the right person.

Wouldn’t it make sense for Sams Club to at least do the following?

a) Link Photo on the menu to an explanation page and provide information on how to get pictures printed

b) Create a hand-out sheet for the Photo center in the store for customers with the same information?

Costco.com at least has linked the menu item to an explanatory page with options.

UPDATE: After Sam’s Club saw this post, the Photo item in the menu was linked to an explanation page.

If you come to me wanting to buy an apple and I present an orange without even acknowledging your interest in an apple, you will likely become annoyed and even wonder about my state of mind. Or my ability to be a vendor. Or my ability to hear your needs.

This was my experience today when I went to the CenturyLink website seeking information about the Prism TV service.

On the Prism TV overview page there was a button for “See What’s Available in Your Area”.

I clicked on the button, put in the address, and got a result page that had NO mention of Prism TV. Immediately, CenturyLink ignored my interest. Is it available or not? Or is the search function really working?

Who likes to to do business with a place that ignores your interests?

If the service is not available, the result page should have some sort of statement saying so — to acknowledge the customer’s interest. At least say “We are sorry, PrismTV is not yet available in your area. You might want to consider these alternatives.”

Additionally, CL is missing a follow-up marketing opportunity. In combination with a “We are sorry . . . .” message, offer to take an email address so the potential customer can be notified when it is available.

Getting clear answers is a better way to build trust in a brand than simply ignoring the point of interest and shifting to a different topic (ie, DirecTV).

Today, April 2, 2015, I got up early and was snooping around the Internet and landed upon AARP.org for some reason after a Google search. Interestingly, an event was happening in my home town Seattle.  A banner alert at the top of every page said: “Help Decide the Future of Aging. Join the White House’s Live Stream Today From Seattle.”

This event is co-sponsored by AARP.

I clicked on the link and went to a page that purported to be about the event. The page did not say:

— what time the stream would start

— how long the stream or conference would last

— who the speakers are

— the location of the event.

I was curious, so I called AARP to get time and location. Five phone calls and one hour later, I still did not have the information. The event folks at AARP did not have it in their system.

However, a supervisor said the number to customer service was 877-731-xxxx. No answer. Another supervisor told me this number was in fact not for customer service, but a phone number for participants to call during an event.

On the fifth phone call a representative told me the event was really April 9, 2015. A supervisor confirmed the date. During the conversation with the supervisor, I started the stream. I saw my own county executive speaking. I called his office to learn the location.

What are the lessons from this:

— Staff should know about it’s organization’s events

— Fundamental information should be included on an event page, such as time and location

— It is a sad state of affairs when a co-sponsor of an event can’t give you time and location, and ultimately gives you the wrong date.

AARP needs to bring some maturity to the way it delivers information to seniors.