Facebook IPO -- you provide the data and they cash in (Photo credit: Stargazer95050)

There is a chart that was distributed by Twitter user  @bourbon_meyer that demonstrates why Facebook’s stock stayed at $38.00.

It suggests there was some stock manipulation happening. The way to read it is see that smaller bids were run over by massive bids at the higher price. Were the underwriters of the IPO making sure their client’s stock price stayed at $38? Personally, I think Facebook is overpriced and overvalued. You have to wonder if it is not for good reason.

I wonder if the SEC will look into what has happened. It does look fishy.

Even the NY Post is reporting that the big banks bailed out the IPO.

What prompted this question in my mind was a report by Motley Fool that posed the question after the Spirit Airlines refusal to refund a passenger who was too ill to travel. Eventually, the President of the company stepped in and agreed to refund his ticket. He then goes on to provide his excuses for having such strict refund policies. This from an airline that offers cheap fares and then charges you for everything else making Spirit Airlines – the nickels and dimes company.

Spirit Airlines N587NK (an A321-231) lifting off from Fort Lauderdale – Hollywood International Airport in November of 2009 (Photo credit: Wikipedia)

So, they decided to explore other airline social media debacles and compared it to the airline stock price. According to Molly McCluskey of Motley Fool the answer is no. Even the greatest social media response to service against United-Continental had limited impact on their stock price. There was a 10% drop when the stock was trading at $3.34 a share. Today, it is trading up to $22 a share.

In the case of airlines though, one has to question if it would. After all, capacity is down in the airline industry. Most flights are running with high load factors on most days. So, do people really have a choice in the airline industry?

What about other industries?

Well, the Nestle incident a couple of years did not hurt their stock price or company either. Then again, I am not sure the average consumer really cares that Greenpeace has a problem with Nestle using palm oil in their products. After all, they have a cute bunny selling their chocolate mix.

These incidents have created the pissed off consumer who is going to use social media to get their revenge. We have one client that gets the pissed off person who decides to open up a twitter account, a Facebook page and rants about them not getting something for free. The best advice is to not feed the troll. Take the conversation with the person offline as much as possible. In some cases, they have no impact because no one is listening to them.

Don’t get into an online argument!

Have you ever seen the circular arguments that take place online? I spend a lot of time on www.fark.com. The merry-go-round discussions are religion and politics of course. Consumers can get into merry-go-round discussions online. The challenge is don’t take the bait. As much as you want to tell that SOB what you think, don’t do it. Don’t be the bug in “A Bug’s Life” mesmerized by the bug lamp that just has to fly into it. When you take the bait, you will find yourself on the merry-go-ride.

What do you do? Address it directly and professionally. Most of all, don’t get into a heated exchange.

Is this really a Maxine cartoon? UPDATE

The answer is NO!

I wrote a letter to Hallmark’s PR Department and received a reply. They said there are many illegal uses of their copyright of the Maxine comic online. They do not want the Maxine image being used illegally.

I often get emails from friends and family with emotional appeals to support one group and hate another. Recently, I received one

Image via Wikipedia

that claims the Hallmark character Maxine espousing her views on Minorities. Everyone it was sent to thinks it is really a Maxine cartoon. Searching the web, I found the email contents on a couple of websites.

Here is my conclusion.

1. This does not conform to Hallmark standards – they illegally used Maxine copyright to make a political point.
2. Fonts are all incorrect
3. The $360 billion figure was added to the posts on the websites
4. The heading is Minorities and they talk about illegal aliens.

This email has the 3 elements of any emotive email:

1. Undocumented Sources
2. Outrage
3. Fear

I would venture to say this does not conform to anything Hallmark Cards would approve for distribution. Buyer definitely beware.

The following is an illegal use of Hallmark Cards’ Maxine comic. Maxine did not say this about Minorities/Illegal Immigrants etc.

MINORITIES

(Used without permission from Hallmark Cards)We need to show more sympathy for these people. * They travel miles in the heat. * They risk their lives crossing a border. * They don’t get paid enough wages. * They do jobs that others won’t do or are afraid to do. * They live in crowded conditions among a people who speak a different language. * They rarely see their families, and they face adversity all day ~ every day.. I’m not talking about illegal Mexicans ~  I’m talking about our troops! Doesn’t it seem strange that so many are willing to lavish all kinds of social benefits on illegals, but don’t support our troops? Wouldn’t it be great if we took the $360,000,000,000 (that’s billion) we spend on illegals every year, and spend it on our troops!!!Please pass this on; this is worth the short time it takes. A veteran is someone who, at one point in their life, wrote a blank check made payable to‘The United States of America ’ for any amount, up to and including their life.

Related articles

• Maxine, by Hallmark (greatamericanthings.net)

Why is customer service so hard for companies? Why do they hire front line people that have no business being front line people?

I have been a Comcast customer for years. We used to get OnDemand, a feature you will see them frequently tout on their commercials. Well, it does not work in my house. So, I have switched out boxes as they suggested. We have resent signals to the box. Disconnected and reconnected the cables to the box. I even did an ancient dance to the Cable Box Gods to get the damn thing to work.

Through the process, I have decided that Comcast is a PTA company. (Pain in The ASS)

Image via Wikipedia

I had upgraded my box to HD and requested it be sent to me for self-installation. (They wanted to charge me $35.00 to have a technician do it). Setting up the box was very easy. Getting Comcast to turn the service on from their offices was a royal pain. The website activation did not work. I had to call several times to get it resolved and it required a Technician to do.

While it was a pain, most of the people I dealt with on the phone were very nice and apologetic for the PTA process of getting my box running.

Ok, now we have HD, great. Let’s try OnDemand. BZZZZZZ “Please call customer service and let them know error 7 has occurred.” Damn – nothing has changed. Well, come to find out, Error 7 is a popular topic on their forum with no input from Comcast in the discussions. The offer the same solution every time and it is not working.

So, I was nice enough to drive across town to take the extra box they sent me back. I could have sent it back at their expense like the agent offered over the phone.

I bring up the Error 7 problem and ask for help.

Unthankful and unhelpful Comcast agent: “You have to pay $60 to have a technician come out to fix it.”

Me: “Why? It’s your service that is not working.”

Unthankful and unhelpful Comcast agent: “I see you don’t have line insurance, so you have to pay $60.”

Me: “The lines in my house are fine.”

Unthankful and unhelpful Comcast agent: “We don’t know that”.

Me: “Error 7 seems to be a common problem and your forums say it is “YOUR” line that is the problem.

Unthankful and unhelpful Comcast agent: “You need line insurance otherwise it is $60” (She hands me a brochure).

Me: “I don’t understand how the line on the telephone pole is my problem and I have to pay $60 for you to fix.”

Unthankful and unhelpful Comcast agent: “If you have line insurance it would not be a problem.” (At this point, I feel like I am talking to a parrot).

I started getting angry. I finally gave up. I said, “You know, it’s this kind of stuff that pisses people off about Comcast. You did not listen to a word I said.”

I went to my office and started telling my colleagues. I told them it was like talking to a parrot, “Blak, you don’t have line insurance, blak” I asked them, “Did they go out and hire former TSA agents as their counter staff?”

Comcast,

Here is the deal. You have a problem with your OnDemand Service – Fix it! Your staff in Indianapolis need to understand that talking down to customers and berating them is not how to endear them to your company. I am not mad that she did not help me. I am mad because she didn’t even listen to me. If she did not have the answer, selling me insurance I did not want was not the answer. If that agent worked for me, I would have fired her. She is a front line person and the face of your company.

The only reason I have Cable TV any more is to get my Soccer games on TV. Otherwise, I would just buy a good air antenna. The HD is just as good over the air.

UPDATE:

After all that, the answer was simply the service I have is not eligible and it would be a $34 upgrade a month to get OnDemand – $408 annually. I guess I will go for a walk instead, its healthier.

Political marketing is not something I normally spend time considering. I usually write about business bloggingand make fun of

Image via Wikipedia

commercials on TV. I have to say, I felt sorry for Herman Cain this weekend. I will admit that I was not too impressed with him as a Republican Presidential Candidate. But, he is kind of getting screwed. How did this guy get harpooned for his infidelities, while Newt Gingrich gets a free pass?

In social media and business blogging, we recommend clients address concerns customers bring up on Twitter or Facebook. You can’t hide from it because people are talking about it. So, just address the issue and be honest. Social media is relentless. People hide behind their online personas to invite their dark side to totally tell someone off. When you address it directly, people tend to back off. I digress here.

How does this apply to Newt Gingrich? If you recall, his marital infidelity was one of the first things that came up in his campaign. He was being scrutinized. His ex-wives were being interviewed. While he was supporting a family values platform, he was cheating and changing wives like underwear. (He’s a Teddy Bear after all) Yet, here we are just before the Iowa caucus and he is becoming the front-runner.

He put it out there at the beginning of his campaign. He addressed it. While he was not and still is not convincing, Herman Cain has fallen on the sword for him. The black guy in the campaign took the issue away from him. Now, Newt’s ideas are being heard and morality of his actions are no longer relevant because he is not Herman Cain. Cain is even going to endorse Newt Gingrich.

I think Newt Gingrich putting it out front helped him. Now, it does not appear to be much of an issue. If he becomes the Republican nominee, I am not sure the Democrats can use it against him. Putting out front was the right move.

Related articles

• Two Polls Confirm Newt Gingrich Leads in Iowa (elections.firedoglake.com)
• Herman Cain will reportedly endorse Newt Gingrich (thegrio.com)

Image via Wikipedia

Dear, (They forgot my name)

I am Al-abgari Amadou, Libyan.  Close knit and inner circle friend of Khamis
Gaddafi. (I guess I am too now – what’s my name again?).

I write to you with tears because since I received the news of the death of my
friend, good friend and brother Khamis Gaddafi. I am in real shock. I have been
advising him to leave the country but he refused to adhere. Now my friend is
dead. I am defecting to the opposition immediately. (Let me get my handkerchief – I can’t stop the tears)
Khamis had used me to move a total of $87 Million to a private bank in
Switzerland. (This is a big secret). I need you to assist me to move the funds
to a safe account. (Here is the secret)

Sir, I seek your consent to help me move this money to your country location.
You do not have to be afraid of anything as no one else knows about this and
everything is safe. I would be pleased and grateful to you if you could assist
me secure the funds as I will be heading soon to the rebel camp to join them.

This is the only way I can be safe because I see it that Khamis’s father Gaddafi
has lost hold of this country. We are not safe anymore. I shall compensate you
with an attractive percent of the total funds for your role/efforts. We have
limited time now. kindly get back to me immediately.

Moving the funds out of the offshore Switzerland bank is not going to be much of
a problem. All I want from you is your trust, Please get back to me with your
full name and Contact address, phone number Preferable without delay and let’s
negotiate terms. Your response will determine our subsequent correspondence. (This kind of reminds of the scene out of Batman Forever after Edward Nigma kills his boss. He is crying and then hands a suicide note. “Notice the handwriting perfectly matches to his.”)

You can read through on this website and see that my best friend is dead. I am
in tears:
http://www.allvoices.com/contributed-news/8537783-khamis-gaddafi-one-of-muammar-gaddafis-sons-dies

May Allah bless and reward you bountifully and please reply quickly.

Al-abgari Amadou.

Great entertainment for a Friday afternoon.

If anything, business blogging is only becoming more important. There are many changes taking place within the search engines. As HTML5 comes on line, how business blogging data is organized in web page will be more important than ever. Google, Bing and Yahoo are collaborating on what new markup language should look like to help them identify the content they are scraping on a web page.

For years, I have been preaching to customers that there are 2 audiences you are writing to  – readers and search engines. The search engines do not have eyeballs, so they are relying on programming algorithms to assist with identifying content on a site. Problem has been that current HTML content markups are very messy and identifying the real meaning behind content can be difficult.

According to Mike Seidle, Senior User Experience Engineer at Direct Employers, “traditional SEO is an engineering problem today. Our experience is using the new schema offered by Google, Yahoo and Bing, our search results have improved.” One of the problems he sees is that most companies have a weak or nonexistent content strategy.

If you are using old markup language, it is quite possible that your website could be completely ignored.  Google is looking for good content and will give those marking their content up properly a nod over the content that is illegible to them.

On the user front, to quote our good friend Jason Falls, “Just write good shit”. Not more needs to be said there.

United States of Whiners

Social Media is a boom for whiners. Business blogging and social media professionalsneed to be wary of disgruntled customers. In the age of “Outrage”, everyone is pissed about the perceived injustice happening to them.

Image via Wikipedia

Today, someone is not happy with getting “no” for an answer. They start a campaign against the company by starting a Twitter account or a boycott Facebook Page. The demands people are making are unreasonable. They want a replacement, an upgrade to the next model and a lifetime warranty on the replacement. If you don’t comply, they are going to bash you on social media. But, “We are honoring our warranty – why is that not good enough?” (Because my friend told me if I whine the loudest, I will get everything I want).

Some companies deserved the treatment they received. The United Airlines guitar incident was one. United Airlines did the wrong thing. The Volvo girl in San Francisco with her Viking video was a clever piece of work to highlight bad service.

For some companies, people can be unreasonable.

The example I gave above is one. A consumer product company was honoring its warranty to fix their product. The customer was not happy with the solution. She really wanted them to replace it because the product was 8 years old. So, alternatives were given. We will give you refund, if you have the receipt. It was a gift to us, so I don’t have the receipt. We will replace the item with another model with a 1 year warranty. “No, I don’t want that either.” Seriously? She wanted a replacement with a lifetime warranty on the product because they were trying to screw her by honoring the original warranty to fix it.

So, what did this person do? Started a campaign against the company.

Brand Defense

If you are not participating in Social Media, my business partner’s new book, “NO Bullshit, Social Media” is a good read. See, people are out there talking about you whether you know it or not. Ignoring it is the wrong thing. Idiots like the example above can destroy your brand. Embracing the market is the wise thing to do. You have to be out there listening to what people are saying. You have to respond directly to what is being said. You have to speak directly and in their language.

1. Document everything between yourself and a disgruntled customer.
2. Document what they are saying online
3. Talk to legal for assistance, if it is libel
4. Don’t argue with them online – not good to feed the troll

You need to defend your brand.

Image via Wikipedia

Social media is the time machine everyone is seeking

I thought I would take a break from writing about business blogging and social media to explore some of the fun things available to us today.

Recently a team of Chinese scientists published a paper stating that time travel is not possible. The premise of the paper is time travel can not happen because a single photon can’t travel faster than the speed of light. Ok fine, but they are wrong!

See, if you want to travel back in time, it is real simple today. (What you talking about Willis?!)

Here is how it works. Let’s say I want to go back to 1974 and relive a day. It’s simple really:

1. Go to this website and find a setlist of 1974 Top 100 songs.

1. Go to Spotify or iTunes and create a playlist of the 1974 Top 100 songs
2. Drive around town in an old Camero SS and play your music

Get home from work and want to read the news?

This website has an archive of all the newspapers in the United States.

Go to the grocery store and buy your Swanson TV dinner of Salisbury Steak. Pull up your TV tray and catch a 1974 evening news report.

Yes, on Youtube, you can find old broadcasts of news for any year.

If you want to watch your favorite sitcom from 1974, turn on Netflix, Hulu or Youtube and chances are, you will find your favorite 1974 sitcom or police drama to relive the magic of 1974 television.

So with all due respect, I say the Chinese scientist are wrong. With the many social media tools available today, time travel is not only here today, it is here to stay.

Paul is the President of Professional Blog Service. PBS works with clients making strategic investments into business blogging, social media and search engine optimization.