Author: Christopher S Penn

  • Book Review: The Dip, by Seth Godin

    Some thoughts after reading a copy sent to me by superhero Whitney Hoffman. The Dip is an interesting book, but a lot of the ways it’s been marketed don’t really work with the subject matter, at least not for me. It’s marketed… well, poorly. Every review, every interview I’d heard prior to receiving the book had convinced me this was one to definitely skip, and buy something else instead.

    Had the marketing said, “In addition to all the feel good motivational stuff, you’ll also learn how the Dip relates to the Long Tail, and which strategy makes sense for you” I think I would have been in line the day the book went on the market.

    The Long Tail, if you haven’t read it, by Chris Anderson, is a book about power law curves. We know them primarily through cliches – 80% of your business comes from 20% of your customers, 1% of the world’s population has 99% of the wealth, etc. The Long Tail proposes different thinking in a digital marketplace – in a realm where you have infinite shelf space, you can offer infinite products and do very well – better, in fact, than a brick and mortar shop that can only serve the short head. The Long Tail is about the power of aggregation.

    The Dip is about the short head. It’s about the top of the powerlaw curve, because being #1, even if the tail is really long, is more profitable as an individual because you cannot aggregate some things. Can you be #34 – #447 in your job? Not really, unless you can clone yourself. The Dip is about scarcity, while the Long Tail is about abundance. Be #1, because #2 experiences drastically fewer benefits than #1, and #3 – #infinity are pretty much screwed.

    The Dip is also a strategic warfare book. The phenomenon known as the Dip, the barrier between top performer and dabbler, between #1 and everything else, is a filter – it’s the barrier that ensures that whoever is #1 in any given niche is there for a reason. Because we’re talking an economoy of scarcity, it’s also zero sum – if you are #1, no one else can be, and vice versa. In the book are a number of tips which will allow you to make the Dip a deadly quagmire for your opponents and competitors – ways to distract them, divert them, so that while they’re tilting at windmills, you’re going to the bank. I’d recommend combining the strategic aspects of the Dip with a more warfare-oriented book like the Art of War for best results.

    Finally, the Dip and the Long Tail plug into each other. Take the Long Tail of careers, for example, and figure out which careers pay the income you want to earn (red line on graph 1). Even the best, top of the food chain career in some fields will still not pay out like it will in other fields; for example, you may be the best poo pet crafter in the world, but if the #1 position in poo pet manufacturing doesn’t fall above the baseline income you want to make, then that’s not the niche for you. Ideally, pick a career or field in which there’s a decent amount of cushion between what you want to earn and what the #1 person in that niche earns.
    Book Review: The Dip, by Seth Godin 1
    Then, if you’re #2 or #3, you’re still making what you want to make while clawing your way to the top. That little slice of the short head is where you want to live.
    Book Review: The Dip, by Seth Godin 2

    Overall, I’d recommend The Dip. It’s a good read with marketing that didn’t touch me at all.

  • Turnaround: Who has exceptional customer service?

    Still steamed about US Airways, but I made a ninja play and we’ll see what happens.

    In the meantime, let me ask you this:

    Who has exceptionally good customer service? What are the absolute BEST customer service experiences you’ve ever had that immediately destroyed the competitors’ chances of winning you over?

  • US Airways Customer Service Sucks

    This would be funny if it wasn’t me.

    I’d booked Flight 1091 at 6:30 AM out of Boston to Dayton, Ohio for the Stephen K. Hayes Full Moon of May meditation seminar. Everything seemed fine – e-ticket booked, confirmation email received (Travel Confirmation: B4P74G, ticket 03721357878361, passenger name Christopher Penn in case anyone from US Airways eventually reads this), etc. I get to Logan Airport this morning an hour and change before my flight is supposed to depart, great. Get to the self-service counter to check in, and the machine says, “No seats could be found for this reservation number. Please try again.” A couple more tries of this, and the machine finally spits back, “No seats could be found for this reservation number. Please see an agent at the booking counter.”

    Of course, being Memorial Day weekend, the lines were on the long side, so after a 40 minute wait in line (getting really worried because the flight’s leaving SOON), I see an agent who brusquely tells me, “I’m sorry, we have no record of your reservation.”

    [insert profanity here]

    After expressing things internally, I said, “Okay, so there’s no ticket even though I booked one. When’s the next flight to Dayton?”

    “4:30 PM, getting in at 9 PM.”

    Not much good that will do me, since the 2 day seminar begins at 1 PM and concludes the first day at 9 PM. I head home after cancelling a bunch of reservations and calling my teacher to let him know briefly of the foul-up.

    When I got home, my wife urged me to call the airline and get a refund. So I called them up – 480-693-6735. The audio voice response unit kept telling me to submit a refund request online, and then when I queued up to speak to a customer service agent, the helpful prompt said, “Due to unexpectedly high call volume, your estimated wait time is 47 minutes.”

    I bailed out of there, unwilling to wait 3/4 of an hour on the phone, and instead headed online to submit an electronic refund request. Here’s the email response I got:

    Thank you for submitting your refund request via e-mail. We are experiencing an increase in customer e-mail and are working diligently to respond to all inquiries; however it could take between 45 and 60 days to review your request. If this schedule will not provide a timely response, please contact our Refund Department directly at 480-693-6735. When calling, please have your 13-digit ticket number beginning with either 037 or 401 available.

    Your refund request is subject to additional audit and final approval by the US Airways Refund Department. All refunds are credited to the form of payment of the original ticket.

    Thank you for choosing US Airways.

    I’m sorry, 45 to 60 DAYS to review an email? I could send the email by carrier pigeon one word at a time faster than that.

    Needless to say, I’m beyond pissed at US Airways for terminally poor customer service, and on top of that, I don’t anticipate getting a refund without a struggle, which I’m not looking forward to.

    I’m most amused by the closer: Thank you for choosing US Airways. Yeah, that’s a mistake I won’t make again.

    US Airways, and any airline that’s currently worried about staying in business, here’s a tip: if your business is in trouble, improving the quality of your customer service is the only thing that will save you. Take your entire marketing budget – all of it – and dump it all into customer service, because frankly, that’s where you need the most help. Pay your staff to not be surly, or hire people who aren’t surly, figure out a way to communicate with customers that doesn’t involve hold times approaching geological epochs, and make your damn computers work correctly.

    Here’s my last bit of petty revenge. According to the web site, the customer service fax number is 800-892-3447.

    FAX: 800-892-3447

    I hope junk fax spam bots send you Caribbean vacation offers endlessly. May the junk faxes and scams all use US Airways to book their fraudulent, non-existant offers.
    us airways
    usairways
    us air
    usair

    customerservice

    Epilogue: US Airways eventually extended me a credit for the flight… and a $150 fee to use it. #!@# you, US Airways. I’m glad to see this post is #4 when you Google US Airways customer service.

    Did you enjoy this blog post? If so, please subscribe right now!

    US Airways Customer Service Sucks 3 US Airways Customer Service Sucks 4 US Airways Customer Service Sucks 5

    Get this and other great articles from the source at www.ChristopherSPenn.com

    10 most recent blog posts of mine:

    Subscribe to RSS headline updates from:
    Powered by FeedBurner

  • Virtual Hot Wings Now Available

    I’ve been a part of a project called Virtual Hot Wings, which is a fan-generated virtual CD for indie musician Matthew Ebel, who you’ve heard on the podcast a whole lot. I respect Matthew greatly for being a fantastic musician AND for breaking out on his own to do what he loves most, and helped with the creation of this CD. Here’s what is on it:

    • 300 DPI cover art for printing your own jewel case insert
    • 300 DPI label for printing your own CD label
    • 4 complete free concerts of Matthew’s at various venues in Second Life
    • 13 pre-ripped MP3s for use in iTunes or the MP3 player of your choice
    • Matthew Ebel’s press kit – if you know of anyone looking to book a gig with the new hardest working man in music (with respect to the late James Brown), or is looking for corporate music production, please feel free to distribute Matthew’s press kit
    • Two 30 second ringtones for your phone or Skype – Drive Away, and Coffeehouse Interlude

    It’s available at https://www.VirtualHotWings.com right now.

    Please buy a copy of Virtual Hot Wings. It supports an independent musician and absolutely every penny/Linden goes to him, no middlemen. This distribution model has the potential to help indie musicians everywhere earn a living doing what they do best, and what we love them most for – playing music.

    Virtual Hot Wings Now Available 6

    Check out the press release here.

  • For Today We Are All Hokies

    Been waiting for youAfter the shootings on April 16, 2007, I watched as communities formed and reformed in the aftermath of the tragedy in Blacksburg. One of the most impressive and touching efforts was the For Today We Are All Hokies A Cappella tribute CD, put together by college a cappella groups across the Commonwealth of Virginia. It’s a damn good CD – all of the groups are professional quality, and the CD is a worthy buy. Two disc set for $20, proceeds go to the Hokie Memorial Fund.

    For Today We Are All Hokies… a proud new member in my collection.

    (crossposted to the Financial Aid Podcast blog)

  • Dear RIAA: Please get your royalties from terrestrial radio

    Steve from the Wicked Good Podcast points us all to this LA Times article. Short version: the RIAA wants more money, and is tired of radio freeloading off of its content library. They want to extract performance royalties from terrestrial radio just as they want for every other form of media in which their artists are played.

    To which I say:

    You go, RIAA! Please, please, PLEASE demand money from radio stations. Please ask for as much money as you can in your demands from ClearChannel. Please make terrestrial radio PAY!

    Why?

    Because this could be a major opportunity for both podcasting and podsafe musicians. Working together, working as a coalition, we can offer terrestrial radio an alternative to paying huge bills from the RIAA. The arrangement is as clear as day – free play for free promotion. I’ll tell you as a podcaster, and I’ll put it out here publicly, that terrestrial radio stations may play the Financial Aid Podcast free of charge. I hereby waive the non-commercial clause of the Creative Commons license for any FCC-licensed terrestrial radio station. Please play my stuff.

    For podsafe artists – NOW would be a great time to make sure your EPK is looking great. Now would be a great time to make sure that your marketing and sales teams are on hot standby, because if the RIAA successfully overturns the federal exemption on performance royalties, simple economics will favor the podsafe independent artist over the RIAA-signed artist, but you’ve got to have your stuff together, your quality as good or better than what’s currently on commercial radio, and have pre-drafted paperwork for radio stations.

    As with many empires, the downfall of the music industry empire must come from within, and they’re doing a bang up job. Thanks, guys.

  • Power and morality, gas and steering

    I was talking last night with a good friend about something that popped up in Google Earth. There’s a layer that automatically got added – the crisis in Darfur, all the flashpoints in the conflict, and the topic drifted to – how do you make a difference? Ultimately, how do you effect real, lasting change? Will donating? Writing your Congressman?

    Ultimately, the ability to effect change is power. Without power, you cannot effect change, you cannot make a difference. If you have a little bit of power, you can make a little bit of change. If you have a lot, then you can singlehandedly change entire countries or continents. Consider at his apex just how powerful Alan Greenspan was – a single sentence could rocket or sink the economy for days, and create or destroy billions of dollars in wealth.

    That tangent led us to the discussion of power vs. morality. They’re not the same thing, and in the drive in this morning, it finally occurred to me what they were. Morality is the direction you go – the way you steer. Morality is the gas and the engine that takes you there. No power means that you can steer as straight and true as you like, but you won’t get anywhere. No morality means that you can head off the road really, really fast.

    You need both. Ideally, morality and moral guidance for most people is more or less in place; the trick then is to stay on target, stay on the road while you learn how to build power. That’s the harder part of the equation. We live in a society that actively encourages the bulk of citizens to NOT become more powerful, to forfeit their power to government, business, leaders, demagogues, zealots, religion, and so forth. You hear the pleas for the surrender of your power every day:

    – Buy this product and you’ll be happy.
    – Elect me to office and I’ll fix your problems.
    – Worship this deity and you’ll go to heaven.
    – Trust me with this decision and I’ll reward you.

    The powers that be don’t want to steer you off the road. They want you to stop driving entirely.

    How do you resist giving up what power and steering you have?

  • I Don't Want to Know Clarence

    Clarence Smith Jr. of 42minus71.org and Do You Know Clarence?, was asking recently about his show, Do You Know Clarence? Truth? No, I don’t – but it’s not what you think.

    In ninjutsu, a technique you look at today will look different in a year’s time, in a decade’s time, and when you finally retire from training. One of my teachers compares it to a chalk mark on a wheel. As the wheel rolls, the mark might look like it’s at the same spot again after one rotation, but the wheel has traveled some distance in that time.

    One of the worst mistakes to make with any technique is to say you know it, to say you’ve got it, because you effectively close yourself off from learning more about it, from being free to revisit it in a day’s time, a year’s time, or a lifetime. That same technique, as your skills improve, opens up to reveal more and more secrets, like building a staircase on the fly. Every step you build raises you higher and lets you see more, even if the technique of adding one stair on top of another is relatively the same.

    Do I know Clarence? Nope. I don’t want to, either. I want to be open to learn more about Clarence. I want to be free to be surprised, amazed, and shocked by the things that I’ll learn about him in the years to come. To say I know him is to imply that he’s told me everything, and not only hasn’t he, but he can’t. There are some things you just can’t explain. I don’t want to know Clarence, but that doesn’t mean I won’t subscribe to his blog or podcast or new media ventures, because I do – and that’s the first step to learning more.

    Do YOU know Clarence? As Clarence says, let it marinate.

  • Jerry Falwell, I'm glad you're dead

    “If you’re not a born-again Christian, you’re a failure as a human being.”

    “God continues to lift the curtain and allow the enemies of America to give us probably what we deserve.”

    “I put all the blame legally and morally on the actions of the terrorist, [but America’s] secular and anti-Christian environment left us open to our Lord’s [decision] not to protect. When a nation deserts God and expels God from the culture … the result is not good.”

    “AIDS is not just God’s punishment for homosexuals; it is God’s punishment for the society that tolerates homosexuals.”

    “Blow them all away in the name of the Lord.”

    Jerry Falwell, boy am I glad you’re dead. You nearly singlehandedly turned a fine religion into a fundamentalist, greed and hate-based one, and oh yeah, you took it to the bank along the way, collecting over $200 million a year on the backs and name of Jesus Christ. If I were Christian, I’d probably be praising the Lord right now. As a Buddhist with a strong belief in karma, I can’t wait to see what you come back as.

  • Why MySpace marketing is still relevant

    A lot of folks on the cutting edge have already written off MySpace and headed to different online communities. This is perfectly understandable – MySpace has been plagued with spyware, usability issues, and an image problem that Madison Avenue firms would cringe at. The cutting edge has left, and the hip crowd has left for greener pastures.

    So, who’s left?

    Everyone else. MySpace is over its Dip, if you’re a Seth Godin follower, and is gaining widespread, mainstream adoption. When the cashier at the supermarket, when the 47 year old account, when the woman on the street is talking about MySpace, it’s hit the mainstream, and the reality is that the bulk of your market – unless it’s cutting edge technologists – is in the mainstream.

    Now is the time to refocus your MySpace marketing efforts. The bots and scripts are slowly coming back, the service is more aggressive about spam, and the numbers of mainstream users are swelling every day. As of this morning, approximately 4 profiles were being added PER SECOND.

    Marketing to MySpace members now also needs to take a more mainstream-friendly approach. If you’re a podcaster, telling people to copy your RSS feed’s URL won’t fly with the mainstream crowd. One click is the limit – make it so easy for your new MySpace audience to get to what you have to offer.

    If you follow powerlaw distributions, about 80% of your potential audience is in the mainstream, and they’re just arriving at the party now. Late to the party, perhaps, but they’re bringing spending money, and at the end of the day, that’s what counts most.

Pin It on Pinterest