Smooth Digital Transactions

I have had some nasty consumer experiences online and on my phone lately. Movietickets.com’s seat reservation system is a terrible mess, and it took me 45 minutes to book tickets online. If the movie I wanted to see was available at any other theater, I would have quit and turned away. Because of a terrible digital system, Pacific Theaters and Movietickets almost lost out on $90. I know I won’t be seeing a movie there anytime soon after that fiasco, so they lost a customer as well.

This morning, I was woken up by a handful of text messages from Verizon asking me to renew my ringback tones. I texted back “y” to accept and was replied to with the same message asking me if I wanted to renew. I proceeded to text back Verizon “yes” and got the same message back five times before I gave up. Because of a terrible text message commerce system, Verizon lost out on $20 per year.

If you are not going to sell products face to face, make sure your system of exchange is bulletproof. Test it aggressively. Track it religiously. Use it yourself. And provide an easy-to-find avenue for people to report their problems. If the user experience is not blatantly obvious and fluid for your customer, it’s your fault (no matter how “stupid” the customer is).

As more and more commerce transitions onto the web, the need for smooth digital transactions will not only be a virtue – it will be a necessity to survive.

Talent Is the Most Valuable Resource

People are important. To a business, their skills are important. Skills + People = Talent. Talent should not be undervalued or underappreciated.

I understand that most businesses and projects must start small to afford necessary tools and have room to grow. Money runs out, and you need to work within your budget to avoid the crash and burn.

If you ask for a favor, make sure to repay the favor with a service or a raise. Raises demonstrate that the sacrifices made are appreciated. Appreciation is key. If you do not demonstrate appreciation in some way, your talent will burn out or resent you. Your “savings” from not paying them more will end up costing you more long term. You will run out of favors eventually and you will fail.

If you cannot handle giving people money, do not be an employer for a living.

Mondays Should Die

You had an amazing weekend with family and friends. Parties. Activities. Errands. Rock and roll. Guess what? Back to work! It’s Monday time!

I hate Mondays. I am willing to bet you do not like them either. A great taste in your mouth soured by the burdens of a professional life. Most people have really rough starts on Mondays. Few deals get closed. Very little work gets done. Most people spend the better part of their day trying to switch into productive mode. After a short burst of personal time over the weekend, Monday rear-ends and whiplashes the hell out of you.

I say we kill Mondays. That’s right. Kill Monday. Embrace the three-day weekend. A day to be social, a day to do personal work, and a day to rest. Start the week on Tuesday and only work four days. Think you won’t get the same amount of work done? Just try it. I guarantee that you will fill the time with the same amount of work.

Worried you’ll miss customers or clients on Monday? Most people are preoccupied with their own hellish Mondays to care about your business, so no worries. And besides, if you set the expectations of outsiders by informing them that you do not operate on Mondays, they will catch on, deal with it, and not resent you. You do not want the complaining customers anyway.

But every week needs to start, right? So won’t starting the week one day later just shift the burden of hate to Tuesday? Perhaps. But have you ever heard of the work-life balance? Splitting the week nearly in half with weekend and work week will help balance the amount of time you invest in yourself and invest in your work. By the end of the long weekend, you will feel more inclined to pick up the pen again. After you are rested, caught up, and partied out, you will feel the need to get back to work. In fact, you may even WANT to go back to work.

And why not take Friday off instead? Since most employees are procrastinators by nature, Friday is valuable real estate for last minute productivity. And since other companies you do business with are probably procrastinating as well, there will be less friction if you continue to operate on Friday. While everyone else is working on Monday, you can take the time for yourself to recover from your weekend and rest up before a new week. A healthier team and a healthier life. 

Sound utopian? Maybe. But worth the experiment. When I run a business, I plan to give it a shot.

Thanks Dad!

To all the fathers out there, happy day and congratulations!

My family’s adventures at Disneyland continue. Star Tours was pretty impressive; we look forward to riding it again first thing in the morning.

My parents taught me to spend money on two things: food and travel. My mother inspired my love for food and my father my love for travel. In thanks to this, we organized a nice family vacation this weekend.

I cannot advocate enough for taking a vacation. And I cannot advocate enough for spontaneity. Five days ago, I had no idea I would be with my family, let alone be transported to a mental and physical escape. But everything fell into place, and I have had the best weekend in a long time. Everyone needs a break. Take one for yourself, and give one to others. It’s necessary.

Thanks, Dad. You rule.

To celebrate the other biggest, baddest father in the galaxy – and also to commemorate a family trip to Disneyland – please enjoy this:


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Little Girl Joins The Dark Side – Watch more Funny Videos

You’ve Survived Your Week . . .

… So what are you going to do now?

Go to Disneyland! The new Star Tours opened and we’re taking my Dad there for Father’s Day. I’ll let you know how it goes!

May the force be with you. And don’t forget to call your father tomorrow!

New Media: Revenue and Profitability? [Film Friday]

This is the third post in my series, “Understanding New Media.”

So far, it’s safe to define “New Media” as “content financed, produced for, and released exclusively on the web that serves itself and no other.” Last week’s post tried to rule out marketing materials and spinoffs (content promoting other content or products). But I asked a key question: what happens when one of these videos generates its own revenue online? Since “New Media” is a tech and entertainment industry term, it is relevant to discuss the format in the context of commerce.

If a company authors products that collect money from the hands or by the influence of consumers, then it deserves to be called a “business.” If the company’s products drive profits, then it deserves to be called a “good business.”

In web land, advertising, subscription, download, and rental revenue are mere pennies and cents compared to the millions generated by the multiplex or family room tube. Web video is still young, and very few Internet networks have been able to grow through these sources of income. Most content is financed by upfront sponsorship and rarely sees extra money after launch. For example, our company depends on sponsorships from large brands to kick-start our projects in exchange for guaranteed impressions. But in several cases online, the cost of video production was so low and viewership so high that notable returns have been made. It is not uncommon these days to find content producers on YouTube bringing in generous annual salaries through the site’s Partnership Program. They might be small businesses, but these producers definitely deserve to be called “businesses” on their own. And in a select few cases, some large budget web series have garnered such a following that they have paid their bills in full and earned a DVD release. My favorite is The Hire, starring Clive Owen.

Some spinoff series online, as well as commercials and promotional skits, have attracted huge audiences and generated revenue beyond the marketing spend. The Old Spice commercials are famous for this. While these pieces definitely serve a greater purpose, audiences have awarded them the respect and merit of being autonomous content online. When this phenomenon happens and commercials become Internet memes, it is hard for me still to call this material “marketing.” Likewise, when spinoff series build so much traction that they turn direct profits for the label, I owe them respect as autonomous entertainment product.

When first approaching the subject, I assumed all web endeavors were only ever marketing extensions that inspire viewers to spend money in a way that indirectly supports the content producer. For example, a sponsored video promotes a product that, if purchased by consumers, can afford new content produced in the future. If a series makes money on a DVD release and not by itself online, the web release is really just promoting home video sales. In this case, the web endeavor is still a marketing extension – even if it is promoting sales of the exact same material. Therefore, it is important to distinguish between content that makes money through viewership on the Internet and content that makes money elsewhere.

Long story short, I think it’s fair to say that any content that makes money online deserves the “New Media” industry label. So, for the sake of iteration, let us expand our definition to include “content financed, produced for, and released exclusively on the web that autonomously drives traffic or revenue online.”

All of that is well and good, but I am still stuck on the evolution of the Internet. In five years, there will be little-to-no difference between the way television and web video are distributed. The pipes will be the same and the viewing devices will be the same. So what then is the difference between “New Media” and other forms of content? While television and web may converge, audiences interface with these platforms very differently.

Next week, we will address the penultimate quality of “New Media” entertainment: active viewership.

Buying Happiness (versus Giving Happiness)

When we were young, people rewarded us for accomplishments. Candy for chores, toys for good grades, etc. As we got older, we came to understand rewards as a part of transactions. I do for you, you do for me. Even on birthdays, gifts have lost much of their appeal because we essentially expect them (or, at least, we’re not at all surprised). And as we start earning and spending our own money, the things we “reward” ourselves with do not satisfy the same level of appeal as, say, winning the lottery by accident.

It is extremely difficult to find joy in something you expect. If you think you deserve it, there is little room for appreciation. And if you know it should be coming, there is little room for surprise. Pure joy lies in the moments in life where fortune smiles down on us and we have no idea why. Therefore, happiness comes from giving and receiving gifts. Receive something unexpectedly or surprise another with a moment of joy, and you will feel great. Spontaneity is key. Transactions are not gifts, so taking a paycheck for work and buying a fancy new toy for yourself is not happiness. You cannot buy your own happiness in this way.

Give a gift today for no reason. Watch what happens.

The Difference Between Collaborators and Commanders

Commanders give orders first and seek approval of their ideas later. Collaborators seek approval of their ideas first and reach a consensus on orders.

Sure, commanding may be more efficient. But you risk leaving your subjects unappreciated, making mistakes through myopic perspective, and unhinging your decision-making credibility.

Want someone to do something for you? Outline your perspective and proposed course of action to collect feedback first. Do not make demands, executive decisions, or boss people around. Ask for and value the other person’s opinion. You’d be surprised how many people are inspired through collaboration and end up doing what you would have ordered them to do in the first place. All it takes is an open mind and a little respect.

Consider Doing What You “Shouldn’t”

A typical Baseball diamond as seen from the st...

I start production next week on our next big series, “Wendy.” Things are very chaotic in prep right now and a lot of hair is being pulled, so there may be a noticeable theme to this week’s posts.

Last night, against all better judgement, I decided to join my friend Korey at the Dodgers/Reds baseball game. I really needed to stay late at the office and get some work done, and then really needed to come home to resolve some personal projects and take care of laundry. I really needed my night last night to get things done. But Korey tabled the offer twenty minutes before we needed to leave for the game, and it took me five seconds to run it through my head and accept. And you know what? The game was exactly what I actually needed. I told myself I shouldn’t go, that I should be doing other things with my night. But to hell with it. And for great reason. At the end of the night, it was clear to me that the game was in fact a “should” that far outweighed the other “shoulds” on my list.

We all get comfortable in cycles, doing the same thing over and over again. Same routine, same schedule, same faces, same activities. For workaholics, that cycle is productivity. For me, I can go weeks on end without putting my projects down. In the long run, it’s not healthy. You do not grow as a human being doing the same thing every day. And it’s not sustainable either. You will collapse and burn or completely fail. You cannot work yourself to the bone and live past fifty. You cannot sit on the couch all day every day and get anywhere in life. And if you get away with doing the same thing every day, god help you when your world unexpectedly changes. You may not be able to cope.

To keep things in perspective and kickstart your “lifestyle metabolism,” you need to break the routine every once in a while. Take a break. Relax. Check out. Do the things you “shouldn’t” do or wouldn’t normally do. Deviations from the routine freshen you up and help you step back far enough to appreciate or analyze your day-to-day. Even if your breaks are not as insightful, they can be restful – and that is always important.

Fresh mind. Fresh body. Fresh life.

Thank you again for the tickets, Korey!

Relax

Anxiety and stress work like ripples through the water. If you are stressed, other people will pick up on it. Stress spreads like a disease. Your day can become everyone else’s bad day. Social physics, my friends.

If you do not enjoy other people being stressed out, one piece of advice: calm down. You first. Set an example. Be the monk. Be a rock in the pond.

If you want to be a great leader, learn how to keep your cool.