Category: consumer

  • Newly normal in the English Midlands

    Newly normal in the English Midlands

    On their metal, a story from BBC Radio’s In Business program looked at how the English Midlands is dealing with the toughest economic conditions the beleaguered region has suffered for decades.

    Once the centre of the industrial revolution, The Midlands have had a tough time of the last fifty years as the region caught the brunt of Britain’s de-industrialisation and the loss of thousands of engineering jobs.

    Today, the surviving engineering companies are struggling to find new markets as orders from Europe dry up and many Midlands workers find they are confronting the ‘New Normal’.

    The ‘New Normal’ for British industry is described by Mark Smith, Regional Chairman, Price Waterhouse Coopers Birmingham who points out that UK industries have to sell to the fast growing economies.

    Interestingly this is similar, but very different in practice, to the Australian belief – where the Asian Century report sees Australia continuing being a price-taking quarry for Asia rather than selling much of real value – the Brits see some virtue in adding value to what they sell to Asia’s growing economies.

    The British experience though shows the realities of the ‘New Normal’ for Western economies – the cafe owner featured in story now offers no dish over £3 and the idea of overpriced five quid tapas are long gone. The customers can’t afford it.

    Part of this is because of the casualisation of the workforce as people find salaried jobs are no longer available and become freelancers or self-employed. One could argue this is the prime reason why unemployment hasn’t soared in the UK and US since the global financial crisis.

    That ‘new normal’ features the precariat – the modern army of informal white and blue collar workers who have more in common with their grandparents who worked for day wages at the docks and factories in the 1930s than their parents who had safe, stable jobs through the 1950s and 60s.

    For the precariat, the idea of sick leave, paid holidays or a stable career started to vanish after the 1970s oil shock and accelerated in the 1990s. The new normal is the old normal for them, there just happens to be more of them after the 2008 crash.

    With a workforce increasingly working for casual wages without security of income, the 1980s consumerist business model built around ever increasing consumption starts to look damaged.

    The same too applies to the banking industry which grew fat on providing the credit that unpinned the late 20th Century consumer binge.

    When the 2008 financial crisis signalled the end of the 20th Century credit binge, the banks were caught out. Which is why governments had to step in to help the financial system rebuild its reserves.

    The effects of that reserve building also affected businesses as bank credit dried up. Early in the BBC program Stuart Fell, the Chairman of Birmingham’s Metal Assemblies Ltd described how his bank decided to cut his line of credit from £800,000 to £300,000 which forced the management to find half a million pounds in a hurry.

    That experience has been repeated across the world as banks have used their government support and easy money policies to recapitalise their damaged accounts rather than lend money to entrepreneurial customers to build businesses.

    Businesses are now looking at other sources to find capital from organisations like the Black Country Reinvestment Society which is profiled in the story that raises money from local investors to provide small businesses with working capital.

    Communities helping themselves and each other is the real ‘New Normal’ – waiting for the banks to lend money or hoping that surplus obsessed governments will save businesses or provide adequate safety will only end in disappointment as the real austerity of our era starts to be felt.

    The New Normal is declining income for most people in the Western world and we need to think of how we can help our neighbours as most of us can be sure we’re going to need their help.

    Just as the English Midlands lead the world into the industrial revolution, it may be that the region is giving us a view of what much of the Western world will be like for the next fifty years.

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  • 702 Sydney mornings – watching TV on the net

    702 Sydney mornings – watching TV on the net

    On 702Sydney Mornings this month with Linda Mottram, we’re looking at at how the Internet is changing the way we watch TV.

    How much do you use ABC’s iView? Okay it’s not every program for forever  but it’s a godsend when you’re time poor – and who isn’t these days.  So you can catch up with the programs on ABC TV you’ve missed or you knew you couldn’t watch it live.
    We’d love to hear from you if you’re now watching TV programs – ANY TV programs – primarily on the Net, through your internet browser rather than sitting in front of a telly.
    Aside from catch-up services like iView, ABC is already providing programs LIVE. If you log on to ABC News 24 website, you’ll be watching a live TV news straight away. And then of course there’re a number of avenues for pay–per-view services.”
    Some of the things we’ll be discussing are;
    • Differences between different services and how they work and how much they cost.
    • Free-to-air or Pay-per-view. Just how much is available for free and how much isn’t?
    • Limitations of catch-up services. How long are programs kept, how comprehensive is their collection?
    • Limitations caused by copyright laws. Some overseas programs are either very difficult to view or impossible to view online. Will the technology advance mean these limitations will be irrelevant soon if not already?
    • Nobody wants to squint at smartphones to watch nature documentaries do they? Is the quality really up to scratch? Alternatively, what do YOU as a computer/smartphone/tablet user need to know that your viewing experience is as enjoyable as possible?
    • While catchup services are becoming more popular than ever, take up of internet based TV (IPTV) remains very low. Will this ever change? What will cause the change?
    • If the catchup services’ popularity continues to grow – and there’s nothing to suggest it’ll slow down – wouldn’t commercial television need to re-examine their advertising based business models seriously?
    • Main takeups of TV-watching on the net will be younger audiences, but it is quite often more mature and older audience who complain about the permeating advertising. What will it take older audience to flee further and significantly to Net-TV?

    Some of the material we’ll be referring to in the program is the ACMA report on Online Video Content Services in Australia and Screen Australia’s What to Watch in an Online World.

    Join us on 702 Sydney from shortly after 9.30am. We’ll probably take some calls on 1300 222 702 and we’d like to hear your views, comments or questions.

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  • Rethinking customer support

    Rethinking customer support

    One of weaknesses in most organisations is getting customer service right, good support takes time which costs money and leads many big and small companies  to scrimp on support to save a few costs.

    In a conversation with BMC Software’s Suhas Kelkar about customer support – Remedy, one of the biggest helpdesk software packages is a BMC product – the discussion turned to how the process has changed in recent years.

    Not too long ago we reached for manuals, but those vanished as CDs and then downloads became common. Then we’d call the manufacturer’s helpline or our unfortunate store who sold us the item.

    Today we Google a problem to see if we can find a quick solution and if that fails we reach out to our social networks by posting the question on Twitter or Facebook. We may even post the problem to a support forum to see if anyone has an answer.

    Only if can’t find the solution anywhere else do we call the support line, for most of us it is the last resort.

    In some ways this is a success for corporate cost cutting as most of us call a “helpline” only in desperation as we’ve trained to expect long waits, confusing menus and poorly trained operators.

    That model developed in the 1980s – in order to pay rockstar salaries to executives it was necessary to cut staff wages and training costs with after sales support often being the first business area to suffer cuts.

    Eventually this started to backfire and the Dell Hell saga as one of the leading examples where the computer manufacturer’s lousy support became industry legend. It’s fair to argue that Dell has never quite recovered from the damage the period of poorly outsourced support did to their brand.

    To repair the damage to their brand, Dell adopted a crowdsourced support model where company forums were available for customers to ask about problems with the hope other customers could answer before expensive staff became involved. Eventually other companies adopted this system.

    Social media has created a doubled-edged sword for businesses, it’s easier for people to ask their friends for help but it also increases the risk of brand damage if online posts aren’t monitored and responded to.

    All of this is forcing a rethink of how customer support works. For businesses big and small, social media and crowdsourcing tools are changing the way we talk to customers and how they can talk about us.

    The big data push is also changing customer support as businesses now have the computing power available to mine knowledge bases, issue registers and call logs to identify market trends and weaknesses in their products or sales teams.

    For business owners and managers stuck in the 1980s ways of customer support, they are in for a wretched time over the next few years.

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  • Heroes of Capitalism

    Heroes of Capitalism

    The few times I watch television these days is either when the footy’s on or the rare occasions that I surface from my interweb connected man cave and stumble into a room where someone has a TV running.

    And so it was tonight when I happened to wander out to witness a terrible airport “reality” show – this one being an unoriginal, third rate Australian effort where Tiger Airlines shows how it stuffs around and humiliates its passengers. In Australia, Channel Seven considers this to be prime-time TV “entertainment”.

    What was striking about the show was how Tiger Airlines’ check in staff humiliated a pensioner and her young son who hadn’t printed out their boarding passes.

    The “fee” for not carrying out a basic task which reasonable people would expect would be part of an airline’s service is $25 a head at Tiger Airlines – one could ask what the Australian Competition and Consumer Commission’s position is on excessive fees being used to pad airlines’, or banks’, profits but that would be asking too much of Canberra’s worlds best practice doughnut munchers.

    As result the poor lady was expected to front up with another $50 – money she didn’t have. So Tiger Airlines’ check in staff wouldn’t let her board and Channel Seven’s camera crew gleefully filmed her desperate tears and shocked son.

    Eventually a bystander took pity on her and gave her $60. At least someone in the terminal had some decency and compassion, qualities neither the Tiger Airlines staff or Channel Seven camera crew have in the tiniest way.

    No doubt somewhere in an anonymous glass tower some arsehole has a job as a manager at Tiger Airlines and has a KPI that includes how many poor mothers they can reduce to tears.

    When the arsehole Tiger Airlines manager gets its annual bonus for making the required number of victims passengers weep, it no doubt goes to lunch with the Channel Seven executives – another bunch of arseholes – to slap each others’ backs and tell themselves what great heroes of capitalism they are.

    The question that bugs me is when did it become acceptable to humiliate your customers? No doubt Tiger Airlines think it’s good publicity and Channel Seven think it is good entertainment.

    We live in interesting times when our business leaders think it isn’t good enough just to take customers’ money but that it’s also necessary to humiliate them as the managements of both Channel Seven and Tiger Airlines seem to be rewarded for doing.

    Fortunately in these corporatist days we still can vote with our wallets and turn off the muck we find offensive – that’s why decent people shouldn’t choose to fly Tiger Airlines or watch Channel Seven.

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  • Open Table and free mobile restaurant sites

    Open Table and free mobile restaurant sites

    One of the big challenges facing restaurants is how customers are moving to the mobile web, diners are using their smartphones to find establishments and expect to make bookings directly.

    To help their customers deal with this move to smartphones, restaurant booking service Open Table is offering a free mobile website for their clients so establishments can have sites that are usable on smaller screens.

    Whether this is worthwhile depends upon whether the restaurant is already using Open Table, the monthly fees are quite high at $200 per month plus a relatively low $1 commission per cover so it certainly isn’t worth subscribing to their service just to get a mobile optimised website.

    For restaurants already using their service it’s best to check if your existing website already has a mobile feature as having two online addresses is only going to confuse customers.

    Businesses using WordPress based sites just need to install a plug like WordPress Touch which detects when a smaller screen is viewing your site to change.

    Open Table itself is somewhat of an internet old timer having been founded in 1998, making it one of the Tech Wreck survivors, and listed on the NASDAQ market eleven years later.

    That a company like Open Table is recognising a mobile web presence is essential for hospitality businesses should be a further warning to restaurants, cafes and hotels that they need to take smartphones seriously.

    Just as thirty years ago it was essential to have a Yellow Pages listing, today you’re missing out on customers if they can’t find you on their phones.

    Regardless of whether you’re using Open Table or any other service, you need to have some form of mobile site working for you.

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