Monthly Archives: November 2008

The Election, Customized Messages, and Connections

I’m taking a break from my Apple rant today, to talk about what everyone else is talking about today, the election.

This years election is fascinating, the internet and especially social media has allowed people to connect with their candidates like never before.  It started with the amazing connection many people felt with the old man out of Texas, Ron Paul, and then transitioned to other candidates.

Social media has allowed voters to feel a personal connection to their candidates, and has allowed the candidates to customize their message to reach specific demographics.

Obama did not personally connect with people online, but instead he encouraged his supporters to connect together and form a strong online community.  He allowed voters to find other people like themselves that were voting for Obama, and talk and develop an online connection. 9 out of 10 people I follow on Twitter have been telling me to vote for Obama and reasons why.  I have never met most of these people, but I trust them with other advice, why would I not trust them with political advice?  Especially when their reasons for voting for Obama are targeted to the online geek demographic I fit into?

Obama is capitalizing on, online word of mouth.  He has even segmented his supporters into groups.  Look at his website, under the people header.  There anyone can find a group to associate with, whether it is a Christian group, Arab Group, Latin American group, etc.  Instead of trying to be one brand for everyone, Obama has segmented his brand and tweaked it for each of these groups.

He is very generic with his mass media message and somewhat unclear, but then when targeting these small groups he has customized his message to appeal to them.  This would have been impossible to do with traditional media.

Each group of supporters has made the Obama brand their own.  Geeks love him for one thing and that is what he talks about to them, and Labor loves him for other reasons and he talks to them about that.

In some ways Obama has let his supporters take over the Obama Brand. They have made it their own, and have developed a strong connection with their views of who Obama is.

Could this backlash once he is President, and he has to make decisions that alienate groups of his followers? Probably, but I am sure he will once again engage the community, and talk to them online in a personal direct manner that appeals to their interest to minimizes the backlash.

It is an amazing strategy, and something political advisors will be studying for years to com

Apple Please Listen to Us! Part II- Steve Knows Best

Steve Jobs Knows Best!

Steve Jobs Knows Best!

From what I can gather about Apple from online research, they have done very little consumer research in recent years. This goes from simple focus groups, or even using online social monitoring programs to see what consumers are talking about. Instead it seems Steve thinks he knows what is best for us. He does not see a reason to use social monitoring, because he knows more about what consumers want than they do.

Take the lack of a picture messaging and video capabilities on the iPhone. I am sure that people within Apple brought these feature ideas to Steve before the 1st gen iPhone ever hit beta development and Steve simply said no, I know best. Why picture messaging? I use email for that. Why video? The quality would not be that good, and the files will take up too much space, they don’t need that. Then after the iPhone came out, everyone wanted these features, and they would cost little to add to the phone, but two years later and we are still waiting. Why? Because Steve knows what is best for us, and really does not care what we think.

Sure there are exceptions to that rule. Most of the time it happens when a 3rd party comes forward with an idea that is successful, and then Apple copies it or acquires it. Case in point, the iPhone App Store. Remember the outrage after word came out that Apple would not allow you to install software on the device? It was amazing, in weeks someone had found a way unlock the phone and apps were made.

This lack of control must have made Jobs extremely mad. Mad enough to actually listen to others and develop the App Store, but this is by far the exception to the rule.  The funny part is that when Apple does listen to their consumers (Ok, not really listen, more like respond to an outrage) they come out with some of their best products. I think Jobs says, fine they want something, well we are going to do it like no one has done before and blow their socks off.

Why don’t they simply listen to consumers at the beginning of the development process? Why don’t they simply ask for feedback, actually read their customer service forums? Why don’t they take these ideas, improve on them and make them world class?

In a way Apples consumers see more potential for the company than Jobs does. Why no DVR function in the Apple TV, why no Bluray support, why no docking station for the MB Pro? The list could go on and on. But to everyone on the outside, it just seems like Apple and Steve are being stubborn, and simply refuse to believe we know what we need.

Part III will look at how this is affecting thier customer service….