In my last post, I tried to define this notion of "transparency" as context for a few other posts. Smart companies understand that emerging channels demand a greater level of openness and transparency than we have historically provided to customers. They embrace the pressure to perform well in highly visible channels - using it as impetus to identify broken aspects of customer experience and fix things -- rather than continue the way they always have. They recognize the opportunity these channels present to serve customer needs, build stronger relationships and strengthen brand affinity.

A number of brands do this well today. On Twitter alone, it's easy and fun to engage with brands like @zappos @comcastcares , @southwestair @virginamerica @dell and others. Check out Best Buy CMO Barry Judge's blog and the activities at both My Starbuck's Idea and Best Buy's Idea Exchange for crowd-sourcing and customer co-creation. None of these brands claim they get it right all the time. But when they do mess up, it's refreshing to them say, say "Hey - sorry we messed up!" "We're learning." "Here's what we're doing about this problem." and "Here's how we'll make it right.". It's awesome to talk to companies who embrace responsibility as they work to help create satisfied customers. For these companies, transparency is a friend.

Unfortunately, conpanies like these are still the exception, rather than the rule in most emerging media channels. The truth is, many companies who have become active in social media (blogging, twitter, facebook, etc.) will privately admit to being terrified of having an increased level of transparency with customers.

While it's natural to have a healthy fear of increased exposure, some companies become so preoccupied with looking transparent and authentic, they lose focus completely. In an effort to use these channels to generate PR and spin, they may fail to engage as the medium demands: becoming more open and accessible; harnessing the power of the tools to bolster service and support; building relationships and driving brand advocacy. For these companies, transparency becomes the enemy.

We don't need to mention names ... Do a quick audit yourself of the posts, tweets and status updates of a few major brands. It doesn't take more than a page or two to figure out who's really tapped in to their network and who is not. Check for dialog. Check for responses, and look at how the posts are worded. Is there conversation? Resolution? Are they broadcasting 140 character versions of press releases? Do you feel like you're being force fed a marketing campaign in tiny little chunks? Are they attempting to buy followers? Are they focused on quality interactions? Do you recognize people? Does the chatter seam meaningful? It's pretty easy to tell where the brand is at. Next, ask yourself: "Would I follow this brand?" If you wouldn't -- take note of why and remember it.

This isn't just about corporations, but the agencies that serve them, as well. Ad Age did a fantastic piece this week highlighting the hypocrisy of agencies promoting Twitter. And that's just scratching the surface of a pandemic of agency hypocrisy in emerging media. In many cases, the lights are on, but nobody's home.

What surprises me is how easily companies and agencies forget that people don't necessarily want to have love affairs with brands. In truth, people care really care most about themselves and having their needs met. They care about being heard, and responded to. They want to feel valued and recognized. They want to know others care. They often seek relationships with other people who make them feel good about themselves. They love brands because they meet and exceed their expectations. These tools pose tremendous opportunity to meet those needs. However, it seems some companies think just being present is "good enough".

To be clear, being present in social media is not the same as establishing an effective presence. Broadcasting messages en mass within intimate digital channels isn't going to win coveted relationships. Shucking off customer issues, suggestions and recommendations isn't going to win friends. Ignoring people or their comments, is in fact is going to alienate customers and prospects. Yet it's happening all over within emerging media channels... as the world watches. For companies who do this -- transparency is your enemy.

Customers can see exactly where the heart of the brand lies by the focus, content and intention of their emerging media content. It's okay to approach these channels with caution... but the world is watching. Don't just stand there and spin... engage, provide service, add value, meet needs, co-create and give back. Turn that ship around and give people something positive and remarkable to discuss!

The sagging U.S. economy is creating additional dimensions of customer need that may well force many companies to re-think their value propositions. Here’s a good case in point:

My husband decided to take a road trip with our 17 year old this summer. With gas at a national average of $4.10 a gallon, our SUV with a V8 engine would prove to be far from economical to drive. Our pickup truck would be equally fuel efficient and even less comfortable. Our ’67 Camaro Pro Street Racecar with 750 horsepower wasn’t a practical option (although they would have gotten there fast!). Finally, our daughter’s car, while very fuel efficient, was probably not reliable enough for a hot, 14 hour journey.

So! We decided to rent a car with better fuel economy. Based on our calculations, even with the cost of the rental we’d save $150 in gas - a respectable amount. Since my hubby loves a road trip…he reserved a mid-sized sedan with 35-40 MPG and cruise control from Enterprise Rental Car several weeks in advance.

When my husband went to pick it up Thursday morning, the smiling attendant apologetically told him they were out of the car he'd reserved and handed him the keys to another car in the same “rental class.” Evidently, this was one tiny car… complete with 13 inch tires, no CD player and no cruise control. While it was fuel efficient, my husband stands over six feet and more than 250 lbs… so he was not happy with the tiny, gutless, box on wheels...especially for a 14 hour journey. He handed them back the keys and asked them what they could do for him.

The Enterprise people were very kind, offering him a complimentary “upgrade”… to a lovely SUV. He explained that he already owned an SUV -- and had rented the sedan for the fuel economy. The representatives were perplexed. Evidently no one had turned down an “upgrade” before. After looking around a bit, they found a suitable sedan at another location – only without cruise control - and offered to drive him out to pick it up.

It wasn't a big deal. He and our daughter were on the road within a few short hours… However, as they left in the dark blue sedan, this incident got me thinking...

As a road warrior, in the past, I always wanted the upgrade…to the convertible, the SUV… anything but the car I’d reserved, usually! Today, however, I might think a bit more practically when offered the “upgrade”… especially if the expenditure isn't a tax writeoff...

As for tomorrow? It is likely that we'll be looking at an entirely different ballgame. Pundits predict the price of gas will escalate to $6 - $7 per gallon as early as this fall… a number that makes even me queasy and I don't have a work commute...

This isn't just about rental cars... it's about everything. Fuel prices and food shortages are going to impact the price of everything else… and as this hits our wallets, we’re going to see more changes in every day consumer spending.... and in our perceptions of "value."

Just last night, we went to get ice cream and saw an apologetic, hand-written note about price increases on the drive-through sign. This is happening everywhere -- in nickels, dimes, and dollars -- but it all adds up. While it may take longer to hit the thicker wallet, signs say it will impact most of us at some point.

As a result of these economic changes, the everyday consumer’s perceptions of value are likely to shift and change. What we have justified as "need" at yesterday's price, just may become a luxury tomorrow.

An $6 per day Starbucks habit may dissolve against costs like $500 per month for gas, $400 per month for heating and $4 per pound for chicken breast. Unfortunately, as far as Starbucks goes, developing an active customer listening website or an extensive program to retrain baristas my not help the company with this reality, as evidenced by the recent closure of 600 stores.

And Starbucks, which I love, is just an example of one company getting hit by a changing economy.

The point is this: As business owners and marketers we can stick our heads in the sand… or we can think practically about how we’re going to address consumers in this new economy. We need to consider new dimensions of "value" that will shape customer behavior. We need to develop plans that address:

How we’re going to create value, foster goodwill and preserve (and expand!) brand affinity when there’s just less “love” (time, money, attention) to go around…

How we’re going to prioritize and optimize our activities around the customer…doing fewer things more efficiently and responsibly, rather than doing more.

How we’re going to keep our biggest asset (good staff) employed, adequately rewarded and motivated during tougher times.

Some assert this economic rough patch will last 18 months, and others assert our current state is merely a symptom of a coming global economic collapse. I'm no economist, so I'll save my opinion for family dinner debates.

Whatever the scenario, this is not a “future” thing – it’s here, now.

Beyond thinking greener and contemplating the myriad of ways we can incorporate social media tools into our marketing plans, I think it's wise to start thinking leaner, smarter and with more vision around how to proactively plan for and manage the next-generation customer experience.

It’s also time to ask tough, but practical questions, such as whether or not our current value propositions can weather this economic storm.... Many of us may need to adjust sails!

Please let me know your thoughts here or on the Marketing Profs daily fix.

Over my professional and personal lifetime, I have probably posessed or worked with about all the major credit card companies. One of my favorite cards was my Platinum MBNA Visa. Until, that is, they were acquired by Bank of America.

After 18 years with my MBNA, I was concerned that the great service I'd experienced with would be interrupted by the Bank of America acquisition. I was eloquently assured by my Platinum rep that they'd keep providing the same stellar customer experience I'd had in the past.

After five rounds with Bank of America, this has proven to be a lie.

ROUND 1

Back in October of 2006, I was planning my wedding. At the time, I had an *ample* credit limit, and charged up to about 80% of my available credit for things like photographers and other expenses. During that time, I was busy getting married and selling my house – and I goofed and my check was misdirected to the wrong account.

I spent time on the phone correcting the issue, which was a hassle. It took a few weeks to fix things (and late fees, etc.), but they assured me it would have no impact in the future. I had had one late payment that year (it missed by 2 days!) so I breathed a sigh of relief.

ROUND 2

After selling my house, I paid down the MBNA/Bank of America card down to less than 45% of my credit limit. I had done this before and maintained an ample credit limit with MBNA with no problem. It was a comfort to know I could access this line of credit any time for trips, business expenses and travel.

Well - Bank of America's response to my large payment was an unexpected reduction in my credit limit to less than half the original limit! I didn’t get it! Nothing in my credit profile had changed, outside of the fact that I’d paid off my mortgage!

As a result of this move, my “paid down” balance was about the same as my available credit. Thus, instead of raising my credit score because I'd paid down the card significantly – Bank of America's move actually worked to lower my credit score.

This was a nice reward for 18 years of customer loyalty, for a really solid track record of payments! When I called to complain, the representative agreed to raise my limit again - not quite as high as my previously ample limit, but placing me at 60% available credit to debt ratio. It wasn't enough to repair my credit rating and the sour taste in my mouth lingered.

ROUND 3

Just a few months later, I paid the card down another 50%. My happiness over becoming more debt free was dampened by Bank of America's response. They immediately lowered the credit limit, AGAIN.

Now – I’m no expert, but I had the same income. I did get married – thus combining and increasing our annual incomes. However, we both had great credit ratings… so I was confused that they now viewed me as some kind of credit risk. It was weird, but I didn’t call because I planned to pay it off completely and rid myself of the card and Bank of America.

ROUND 4

Keeping my cash is always a temptation. I rationalized keeping the card because it I had a very small balance at a low interest rate. I went online and set up a recurring payment in my online bank to make sure the card would be paid monthly.

Unfortunately, three weeks later, I found out that my recurring payment never went through. After hours and days of research, I found out that the day I set it up, my bank's service provider did a system upgrade - and there was obviously some kind of technical problem that impacted my recurring payment setup.

Bank of America responded by jacking my interest rate to 32.99% and assigning a $45 late fee to my account. I called to advise them of the situation. They unapologetically told me I needed a letter to reverse the rate increase and charges, and all but scolded me for 3 late payments in a one-year period. (Remember my history here – one late payment by 2 days… one account # misallocation, and my bank error). I immediately paid off the card to avoid paying the crazy interest.

Determined to get reimbursed for the interest and late fees that accrued as a result of my bank’s error, I spent time on the phone fighting to get a letter proving the error was not my fault. I did this while preparing to deliver our first child. Pleasant. Not!

ROUND 5

After the birth of our son, the letter from my bank arrived, and I called Bank of America and offered to fax it to them. The representative stated that they didn’t need to see the letter (!!??). I was so glad I'd gone through the hassle.

Then she said she’d reverse the interest charges and remove the late fee assessed - but stressed that they "could not" return my interest rate to the previously low rate I had. I was appalled.

After protesting, she offered to reduce it to 24.99%. I laughed out loud. The representative went on to inform me in a very STERILE manner, that they were allowed to jack up my rate because I had been late three times within the allocated period. I asked her to review my account history, which would show that only ONE late payment was actually my fault.

She responded by saying something very close to this: "I realize your last late payment was due to a bank error, but the error is still not our fault and we have no lower rate to offer you at this time." She was like a parrot who’d memorized a script.

The easy translation was this: "We're seizing this opportunity to jack your rate because we can. We realize you have been a loyal, interest paying customer since 1991, but frankly, we don't want your business, and we don’t care about you as a customer."

Well - I laughed in disbelief and closed the account immediately, asking the representative to snail-mail me the refund. She agreed in an equally sterile manner. She expressed no regret, and no appeal for my business. Nuthin!

KNOCK OUT!

In the end, Bank of America lost a very loyal, 18-year customer without giving so much as a sideways glance. POOF. gone. And never to return, I may add.

As the recipient of such treatment, I MIGHT have felt like some kind of credit loser… being rejected by a bank. I MIGHT have been upset by their rejection…

Thankfully, I know better!

As I thought through this article, I realized how important it is to pay attention to all those “worth” attachments. Money is personal and valuable. Banking an entirely PERSONAL thing… so when the bank screws up the experience it can be intensely personal. I guess that's why I wouldn't ever be a brand evangelist for Bank of America. Ever.

This is something Bank of America (and all the rest) should remember as they place profits over people … especially with the coming economic storm.

When I hear Bank of America's slogan ("Bank of Opportunity") that they need to revise it to "Bank of Opportunists". I believe, no matter how BIG they are that in the long-run, they will lose by doing business like this.

September 30, 2007 - For those of you who don’t know, I’m expecting our first baby (featured right) in two weeks. I’m feeling a bit like a stuffed goose, and hurrying trying to tie up loose ends before our son arrives.

I haven’t written much as I've been dealing with insomnia, fatigue and juggling multiple projects. Of course, the queue of ideas and thoughts is full…and I’ve had no time to get anything out in the form of an article. ...Maybe post-baby? Don’t laugh - I'm enjoying my denial and convinced I have the ability to multi-task!

As my schedule is finally calming down, I did a little shopping this week. This morning I was chomping at the bit to air my feelings on some experience pitfalls I witnessed. So, on behalf of all expectant and new mommies, I offer the following:

Brick and Mortar Stores like Macy’s, Kohl’s, JC Penney and even Gymboree boutiques – Hear our cry! If your aisles are too narrow for women shopping with a large belly to fit through without knocking stuff off the racks --- OR for women pushing a stroller with a grabby infant, you are losing sales! Get a clue – create space for us and you’ll create space for sales!

Grocery Stores It confounds me as to why you offer only a single "token" "new and expecting mother" parking space!? I mean, it's a nice gesture, but do you really think that there will be only one of us, out of the 250 others parking in your lot? Perhaps it would be good for us to be granted temporary handicap badges when we're 7 months pregnant, which will expire on baby's one year birth date so we can use the litany of handicap spaces. While that's not likely to happen, couldn't you offer 2-3 pregnant and expecting mommy spaces for us? Especially in freezing cold and icy climates!!

Children’s Place –We got a fat gift certificate to use for baby clothes only to find out that Children’s Place doesn’t take them online. What’s worse, my local store didn't have my online items in stock and couldn't order them for some reason. The online customer service people told me the best thing to do was to purchase the items with another method of payment, wait for shipment, then drive to the store, return the item and repurchase it on the gift card. Classic experience hurdle: Make me pay for shipping, then drive to the mall to take care of this when I may deliver any day. Silly! Catch up with the times – most online stores take gift cards today, and harried mommies (AND expectant moms) can’t always make it to the mall .

Gymboree – I picked out a few cute outfits online today, while I was in the middle of shopping at the Children’s Place. Not 15 minutes after I got off the phone with Children’s Place, I went back to my shopping cart on Gymboree, and my visit had timed out (expired) – and so did my shopping cart! As a result, I lost the special sale purchases I’d so carefully looked for. Web statistics reflect that many online shoppers multitask when browsing online…and it’s time for Gymboree to catch on to this trend! Shopping carts should dynamically represent inventory available (so if I come back, and my product is no longer in stock, it tells me apologetically). They should also time out after a LONG period of time (varies from 12-24 hours usually, although Gap and Old Navy seem to last for about a week). You lost my sale on principle alone!

Target – In general I have problems with the online experience at Target.com, which I may do a future “Experience File” on. In short, the entire online store forces the consumer to hit back buttons repeatedly, because there is consistent “loss of state” as people select various categories and shop by type or brand. The site would also benefit from some Web 2.0 features that could make the experience much more streamlined for individuals adding items to cart or a registry list, among other things. While I shop Target online a lot, my professional opinion is that the site has severe experience limitations imposed by its catalog provider that push the user experience behind the times - by at least three years.

Specific to mommy stuff at Target– I have been a user of Target Gift registries (wedding registry AND baby registry within 18 months) and I’ve been frustrated! Why can't I prioritize the items I select for my guests? Further, I can’t add notes to items for the benefit of my fellow shoppers. Also, when I update my registry in the store using the hand scanner, photos of the items I select NEVER show up online (even if there’s an online version of it). This makes the shopping experience difficult for others, as well as they must rely on SKU numbers. Take the target lists experience to the next level, and consider the context of the users participating in gift registries! Improve this experience and improve sales!

Amazon.com Generally the best experience overall, although I do believe the site could benefit from some more dynamic Web 2.0 features that make adding items to a registry and viewing related items a better experience. When a user adds items to lists, pages load with "other recommendations" which are often not useful. This requires the user to do a lot of “back buttoning" to get to a desired place. Other than that, my gripe is with the Amazon/Target registry situation. I just don’t understand why, when Amazon features the Target gift registry, there is no synchronization between items on my Amazon registry and my Target registry. Either make the Target and Amazon gift registries integrated, or keep them separate! Having partial integration is just confusing.

I won't even go into the challenges I experienced while trying to find maternity pants that do not fall down ... or the joys of finding "belly bands" to keep your pants up! That seems endemic to the plight of the maternally challenged woman today. I will say KUDOS, however, to Gap and Old Navy for offering GREAT maternity clothing with a wide range of sizes and fast delivery! It has been a godsend!

Well, I’m sure there’s more to say, but this is enough for one day’s shopping. I’m off to have yet another sonogram! More soon!