Barclay Center – I find myself more than slightly jealous of visitors to Brooklyn’s Barclay Center. The Barclay Center App has all of the nonsense we expect from all apps we download, team schedules, and pictures of the venue, but they also have some really incredible features made available from wifi in the stadium including:
- access to live in game video
- access to the live TV feed
- replays with rewind capability
- up to four different camera angles
- ordering food from your seat
- submit messages for scoreboard display
It appears this is primarily used by the Nets, but is able to work at concerts as well. What better way to allow fans a better view of the game from the worst seats than by leveraging the screens in their hand? Not only that, but enabling in seat ordering is a real treat. I’d be interested to see the operational side of the food ordering. If it got too popular, it might be challenging to fulfill orders for delivery in a timely manner. I’m sure the team at the Barclay Center would love to tackle that problem!
Reddit – While it doesn’t have the wide audience of Facebook, the ubiquity of Twitter or the slick visual appeal of Pinterest, Reddit represents a tremendous opportunity for retailers in two ways: to gain information and to influence customer experiences.
While Reddit is not nearly as well known as these other online communities, they still represent a huge swath of humanity with 37 BILLION page views in 2012 alone. I would encourage retailers to get on Reddit as I have to read through what is being said about their brands and technology and see what can be gleaned from it. Like any other wide open discussion, you can expect incredible enthusiasm, fantastic negativity, and lots and lots of stories and comments. Take all of it with a grain of salt, but the information may change your perspective or drive discussion in your organization and is 100% free consumer input. Visit reddit.com and type in your company name in the search box. Before you visit, you may want to understand how it works.
I would not recommend retailers or their representatives fake a consumer post outlining the wonders of any item or their brand. From my many hours on Reddit I have the sense that full on commercialism will get someone downvoted to oblivion, but even worse is the commercial disguised as a post from a Redditor.
Lots of actors complete an AMA (ask-me-anything) post to shill their latest movies, and Reddit welcomes that with the understanding that for a short paragraph asking for consideration of seeing a movie or reading a book (and maybe not even that), Redditors get a once in a lifetime chance to ask a question directly of a famous person.
If a retailer wants to drive their brand in Reddit, they could have someone famous and beloved by the tech/geek/youth community speak on their behalf and not be too forward about it. A better vehicle for leveraging Reddit is the provided messaging capability between registered users. If retailers see a negative or positive post or comment and act to remedy the problem as many have via Twitter and Facebook, Reddit represents a vehicle for customer service. Getting more information from a failed customer experience and resolving it can provide positive feedback from a large audience. Combining the advice from the recent Customer Service Podcast on CBC’s Under the Influence with solving complaints and problems seen in Reddit could drive some real customer loyalty and interest as long as the intent is genuine.