Why Blogs Matter
“Let me be super clear here: A post on a blog anywhere in the world could very well rank higher in a Google search than information on that same topic on your company’s Web site. Which means our point of view disappears, and the point of view of some blogger comes across instead.” - Seth Godin, Meatball Sundae: Is Your Marketing out of Sync?
Example #1: MacMall. I called re a problem with my rebate. When I asked the rep for the CEO’s name and contact info, he told me, “We’re not allowed to give out that information.” Five seconds of my time later I find Frank Khulusi, quoted in a press release:
(I didn’t even have to visit the MacMall web site, which lists Mr. Khulusi. Granted, you’ve got to click around, since it’s buried, but the the info is there.)
Update: I wrote to Mr. Khulusi. I subsequently got a call from the National Director of Sales who couldn’t have been nicer. “I want to take care of this for you.” I now have not one but two rebate checks, one for the computer, the second for the shipping. Nice! (But, I still had to work at it….so MacMall should do some work on their customer programs.)
Example #2: My tedious search for somebody that can print round business cards. (Haven’t found a company yet, but I have found some very responsive printers who will be added to my list for possible future projects.) 
Now, imagine if I were a big “A-list” blogger. Or, if one of the big “A-list” bloggers noticed and linked to my posts. Hmmmm…. Remember Jeff Jarvis and Dell Hell?
P.S. I’ve snail mailed Mr. Khulusi, asking him if he wants to treat my problem as a “little customer” problem…or an opportunity. We’ll see. Who knows? I could be pleasantly surprised.
Tags: blogs, marketing, customer service, online printing, MacMall, MacMall rebate problems, MacMall CEO, Frank Khulusi
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February 5th, 2008 at 9:03 am
Good luck with that Mary. Wonder if Mr Kuhlusi even reads his own mail let alone reads and gets the impact of blogs.
February 5th, 2008 at 9:29 am
Well, in any event, it’ll be interesting to see what does (or does not) happen.
I also found his fax number - and he does list himself as the key contact on all press releases. Don’t know if that simply means he’s a control freak with a staff member who really handles all inquiries…or that he really wants to contacted.
March 5th, 2008 at 8:41 am
[…] higher than me.” or “It won’t do you any good to talk to anybody else” or “We’re not allowed to give out that information” when asked for the CEO’s name and contact info. (Those CEOs are only a Google search away in […]