First Lesson From Amazon.com's PR Fail

Image used with permission from Southern Expressions

In case you missed out on the internet's top story yesterday, retain giant Amazon.com came under intense fire 
from thousands of twitter-users and mommy bloggers due to the sale of a apparent "how-to guide for ped*philes."

For a summary of the story from CNN.com and Anderson Cooper click here.

From the video you can see immediately where Amazon missed one key mark; apologize first. If you have offended a customer, whether you believe they are right or not, apologize.

Amazon has yet to issue a statement that actually addresses the issue of why customers are upset. As a business Amazon has the right to sell the products they deem appropriate. Complete listing of what is not allowed is available here.

Bloggers and facebook users are continuing the attack against the online retailer, with many asking for an apology or explanation regarding the situation.Will Amazon.com see a decline in sales? At this point it is hard to say, although with the holiday's around the corner and many internet users turning to online retailers it is likely that Amazon.com will miss out on some of the revenue they were likely to see.

Do you have a plan in place for responding to upset customers? A seemingly 'blanket statement' may not be appropriate (or enough) in all situations. Develop a plan before issues arise and you'll be ready to handle any situation.

The Top Five Fonts to Never Use

I frequently get asked about changing fonts on existing websites and how to pick a font to best embody a brand. Here's Videojug's take on the situation, and I couldn't agree more!


Geek Humour:
The Top Five Fonts To Never Ever Use

A Cautionary Tale - Groupon Lesons

I came across this article Groupon: Worst Marketing For Your Local Business – Case Study from The Retail Doctor  (posted to Twitter by Laura Bergells, @maniative) and feel that I have to share it with my clients, friends, blog readers....anyone who may be considering an online coupon program through Groupon or a similiar site.

Here are my thoughts on the article:
- I am pleased that the truth behind online coupon deals is coming to light. That said, I am not against the parent sites earning profit on these sale. Without an end profit, there would be no site.
- If you look at the cost of running an online coupon promotion as a large scale marketing effort you will be better prepared to NOT make a huge, immediate profit. (Scary, I know!)
- Many local retailers are not in a position to come out significantly ahead on these "deals".
- The Retail Doctor offers great suggestions at the end of the article, have a 50% off sale etc., publicize that through facebook, twitter or other cost effective outlets to increase sales.
- You don't have to spend $1 million to make a few bucks, but can you afford unlimited half off coupons on your current profit margin?

By considering a few things BEFORE running a similiar promotion you will not only be better prepared to offer outstanding customer service, but you will also know the financial risks and implications up front, before it is too late.

Have you run a Groupon (or similiar promotion), what results have you had?

Incidentally, I have not purchased through Groupon, but I have used a similiar site. I had such a poor experience at the local retailer that not only will I not be back, but even at half off I thought their product was overpriced!