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	<title>Exploring Conversational MediaSI | Exploring Conversational Media</title>
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		<title>Outsourcing to lose a customer</title>
		<link>http://jeffesposito.com/2009/04/17/outsourcing-to-lose-a-customer/</link>
		<comments>http://jeffesposito.com/2009/04/17/outsourcing-to-lose-a-customer/#comments</comments>
		<pubDate>Fri, 17 Apr 2009 00:09:46 +0000</pubDate>
		<dc:creator>Espo</dc:creator>
				<category><![CDATA[Company]]></category>
		<category><![CDATA[Bad Service]]></category>
		<category><![CDATA[CRM]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[SI]]></category>
		<category><![CDATA[Sports Illustrated]]></category>

		<guid isPermaLink="false">http://jeffesposito.com/?p=226</guid>
		<description><![CDATA[Earlier today, I checked the mail and received my new issue of Sports Illustrated. Like many issues, this one was encased in a colorful wrap. Typically these wraps are for advertisements or for the chance to preview a book, win a golf club or something of a similar nature. This issue was wrapped in an...]]></description>
			<content:encoded><![CDATA[<p>Earlier today, I checked the mail and received my new issue of <em><a href="http://www.si.com" target="_blank">Sports Illustrated</a>. </em>Like many issues, this one was <img class="alignright" title="Customer service" src="http://theunderblawg.files.wordpress.com/2008/01/customer-service.jpg" alt="" width="248" height="324" />encased in a colorful wrap. Typically these wraps are for advertisements or for the chance to preview a book, win a golf club or something of a similar nature.</p>
<p>This issue was wrapped in an announcement that if I did not call a nine-digit phone number &#8211; yes I know that is a number short I guess it got cut off &#8211; phone number in the next two weeks, I would automatically renew my subscription for the next two years.  The rate was not the best I have ever seen and SI has begun to disappoint me, so I did not want an auto-renew.</p>
<p>So I went to the Web site to get a number where I could get human contact.</p>
<p>The guy on the other end of the line was outsourced to another country. After going back and forth to where I could find my account number we were in business and we agreed to cancel my subscription at the end of my current contract no questions asked.</p>
<p>With the state of the dwindling hard-copy media industry, I expected a question or a couple of them and was ready for a 5-10 minute cancellation conversation.</p>
<p>What I got was kind of interesting &#8211; no questions, concerns or follow-ups as to why I was cancelling my subscription.<span id="more-226"></span></p>
<p>This left me puzzled as we never get off easy when we cancel anything. In the past when I was cancelling anything from cable to a cell phone and magazines, the person at the other end offer something to keep me on the hook. Whether it was an extension on a promotion, discounted rate on the magazine or something else.</p>
<p>Not that I wanted to keep getting <em>SI, </em>but I would be less likely to stay after getting simply let go as easily as I was.</p>
<p>I am not sure if a traditional employee of the company would not allow something like this to happen. Unfortunately, outsourced help doesn&#8217;t usually have the company&#8217;s best interest in mind.<br />
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		<title>When marketing meets a sports mag</title>
		<link>http://jeffesposito.com/2009/02/17/when-marketing-meets-a-sports-mag/</link>
		<comments>http://jeffesposito.com/2009/02/17/when-marketing-meets-a-sports-mag/#comments</comments>
		<pubDate>Tue, 17 Feb 2009 03:30:21 +0000</pubDate>
		<dc:creator>Espo</dc:creator>
				<category><![CDATA[Marketing]]></category>
		<category><![CDATA[sports]]></category>
		<category><![CDATA[A-Rod]]></category>
		<category><![CDATA[baseball]]></category>
		<category><![CDATA[Joe Torre]]></category>
		<category><![CDATA[selena roberts]]></category>
		<category><![CDATA[SI]]></category>
		<category><![CDATA[Sports Illustrated]]></category>
		<category><![CDATA[Tom Verducci]]></category>

		<guid isPermaLink="false">http://jeffesposito.wordpress.com/?p=79</guid>
		<description><![CDATA[There was a time not so long ago that Sports Illustrated was known for putting curses on its cover boys, Life of Riley and a swimsuit issue. However after Riley jumped ship, there was no reason to read the back page and the cover jinx seemed to fade away (here and here). While the magazine...]]></description>
			<content:encoded><![CDATA[<p style="text-align:left;">
<div class="wp-caption alignleft" style="width: 180px"><img title="http://www.sicovers.com/data/default/images/catalog/medium/SPR20090216.jpg" src="http://www.sicovers.com/data/default/images/catalog/medium/SPR20090216.jpg" alt="Image SICovers.com" width="170" height="233" /><p class="wp-caption-text">Image SICovers.com</p></div>
<p>There was a time not so long ago that <a href="http://www.si.com">Sports Illustrated</a> was known for putting curses on its cover boys, Life of Riley and a swimsuit issue. However after Riley jumped ship, there was no reason to read the back page and the cover jinx seemed to fade away (<a href="http://www.sicovers.com/Product.aspx?pid=2171" target="_blank">here</a> and <a href="http://www.sicovers.com/Product.aspx?pid=2169" target="_blank">here</a>).</p>
<p>While the magazine did add <a href="http://www.danpatrick.com" target="_blank">Dan Patrick</a>, yes the former <a href="http://www.espn.com">ESPN</a> stalwart, that wasn&#8217;t the real story &#8212; Sports Illustrated turned into a first-class marketer for their authors&#8217; books, even gracing the most recent cover.</p>
<p>First it was Tom Verducci and Joe Torre telling all about his <a href="http://sportsillustrated.cnn.com/2009/baseball/mlb/01/26/torre.verducci/">Yankee years</a>. The book excerpt shed some light into the behind the scenes drama. First there was the fallout with the GM and then the hoopla with Alex Rodriguez being a Jeter-junkie and A-Fraud. Then in the most recent issue, the aforementioned A-Rod graces the cover. However, its not for any heroic deed, but rather being exposed as yet another dirty player of the steroid era.</p>
<p>In the case of Verducci, the plug propelled his book to the top of the <a href="http://www.nytimes.com/pages/books/bestseller/">NY Times Best Seller list</a>, prompting a book tour that would be more fitting for J.K. Rowling.<span id="more-79"></span> As for Selena Roberts&#8217; piece/excerpt, her book has been pushed up for an April publication.</p>
<p>No question as a timely sale for Opening Day. While I have no qualms with anyone making money, I do wonder where the line is with being a journalistic outlet and becoming a self-promoting platform. There is no doubt that having a best-selling author and scooping all major news outlets with bringing down baseball&#8217;s <span style="text-decoration:line-through;">golden boy</span> latest * will help sell magazines. However, why is a propaganda piece gracing the pages of a magazine that costs subscribers $54 a year?</p>
<p>I doubt that I will ever have an answer to the question. The stories may have peaked my interest, but I would rather wait for the paperback and I am kind of frustrated that two issues were filed with excerpts of three books &#8211; last I checked it was a sports magazine, not Readers&#8217; Digest.</p>
<p>On the other side of the coin I think that it is a pure marketing genius by offering a product to your audience while promoting your writers. SI has managed to monetize their customers in every way possible.</p>
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