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To: Jan Crawley who wrote (12493)8/3/1998 10:54:00 PM
From: umbro  Respond to of 164684
 
When Confronted With Service Options, Go for the Hardest Way
(Syndicated Columnist Jeffrey Gitomer, June, 1997)

Borders Is A Bestseller on Wall St.: Analysts Wild About Retailer (Detroit News, 1/16/97)

[ URL: bordersgroupinc.com - this is a good illustration of the value of customer service, and the value of brick and mortar. ]
ÿ

by Jeffrey Gitomer

I walked in to Borders Books with a list--a book for a client, a book and
book-on-tape for a friend, and a CD for me. Three items, nothing complex.

I went to the "information desk" and presented my needs. The lady at the
counter, Ms. Janis McCarter, was friendly and smiley.

I asked her for the first book--"Dig Your Well Before You're Thirsty," a
book about networking by Harvey Mackay. She fiddled with the computer
and said they had sold out of the books on display, but she thought there
were some at another location. She excused herself for a minute and
returned with the book. Great!

The second book (and book-on-tape) I wanted was "Love, Medicine &
Miracles," a book by Bernie Siegel about healing.

"I don't have the book-on-tape," she said, "but let me take you to the
book."

We walk about 50 feet, she gets the book off the shelf, and as she's
handing it to me says, "Would you like me to call Barnes & Noble (across
the street) to see if they have the tape?

I was stunned. "Yes, that would be nice," I stammered.

Let's look at the service lesson here. It was a monumental revelation to
me after I thought about it.

First, Ms. McCarter went and got me the Harvey Mackay book. She didn't
send me on a search expedition like they do at most bookstores.

Second, Ms. McCarter had three options on the Bernie Siegel book. She
could have:

Told me the book was over in the medicine section, and let me go find it.

Told me the book was on aisle 13, and show me the aisle.

Led me to the book and found it for me.

She chose option four.

Third, with the book-on-tape that was out of stock, Ms. McCarter had
four service options. She could have:

Told me they're out, and wait until I asked if they can order it.

Told me they're out and ask, "Would you like me to order it for you?"

Suggested I try other stores, either mentioning their names or not.

Said to me, "Let me call them and find out if they have it. If they do, would
you like me to reserve a copy for you?"

She chose option four.

What Ms. McCarter did in all three situations was select the option that
was the most trouble for her--the most work for her--and the most
satisfying for me. There's a correlation there, a Law of Service that
should be the credo of every service driven organization in America: The
more you do for the customer, the harder it is on you, but the more
pleasing and the more memorable it will be to the customer. And the more
loyal the customer is likely to be, the more they are likely to tell positive
stories about you, read word-of-mouth advertising.

Upstairs, the CD lady was just as nice. She hunted down the music I was
looking for, and invited me behind the counter to search through their
boxed set selection.

I didn't come in to buy a boxed set, but found myself trying to choose
from four that I really wanted. I bought more than I came for.

I go back downstairs with my musical selections. Ms. McCarter catches
my eye and says, "Good News! They had the tape over at Barnes &
Noble. It's waiting for you at the cashier with your name on it."

Cool.

I'm in the mood now. A buying mood. I start asking Ms. McCarter for
everything I could think of and began selecting more books.

OK, enough buying. Now it's time for the distasteful part--paying. I bring
out my credit card to begin the grimacing ritual. Ms. McCarter sees what
I'm doing and says, "This is the information desk--the cashier is over
there. Let me take you there." And she grabs all my stuff before I can say
a word.

The service lesson? Another three-prong option. She could have said:

"The cashier is over there." And let me drag my stuff over there myself.

"Let me help you take your stuff over there." And make me wait in line

"Let me take your over to the cashier and ring up your purchase myself."

Ms. McCarter chose option three--the most work for her, the most
pleasing to me, the most memorable action.

Ms. McCarter did everything for me and I didn't have to do the one thing I
hate most in a bookstore--try to find what I want. She made books
appear, and I loved it. And I kept looking for more things to buy. And I
bought them.

I left the store with $300 worth of stuff instead of the $80 worth of stuff I
went in for because the atmosphere was friendly, and they made it easy
for me to buy.

Success Question: How easy do you make it on your customers to do
business with you?

Success Formula: The harder you make it on yourself, the easier it will
be for the customer to buy

Success Challenge: What kind of stories are your customers telling
about you after they finish doing business with you?

Jeffrey Gitomer, author of "The Sales Bible," editor of the monthly
newsletter, "SalesMasterMind," and President of Charlotte-based
Business Marketing Services, gives seminars, runs annual sales
meetings, and conducts training programs on selling and customer
service. "Sales Moves," his weekly syndicated column on selling and
customer service, appears in more than sixty business publications
throughout the United States and Europe and is read by more than 1.5
million people. His next book CUSTOMER SATISFACTION IS WORTHLESS,
CUSTOMER LOYALTY IS PRICELESS: HOW TO MAKE CUSTOMERS LOVE
YOU, KEEP THEM COMING BACK AND TELL EVERYONE THEY KNOW,
will be out in 1998. Jeffrey can be reached at 704-333-1112.



To: Jan Crawley who wrote (12493)8/4/1998 12:30:00 AM
From: umbro  Read Replies (2) | Respond to of 164684
 
any significant miss by [Cisco or AOL] could signal more market drops
EARNINGS UPDATE: AOL BULLS READY TO PARTY

[ URL: redherring.com ]

By Peter D. Henig
Red Herring Online
August 3, 1998

Is America Online (AOL) in a class by itself? Its
investors think so, as the online service prepares to
unleash what many expect will be a darn good (if not
downright great) quarter.

AOL is due to report earnings on Tuesday, with the
Street looking for profits of $0.19, according to First
Call, versus year-ago earnings of $0.05. Whisper
numbers are closer to $0.21, with some rose-colored
bulls on Yahoo chat boards predicting $0.24.

Tonga line
"I'm expecting $0.22," said a supremely confident
Keith Benjamin, Internet analyst with BancAmerica
Robertson Stephens. "The tone will be upbeat and my
inclination to raise earnings estimates will be
noticeable."

Does Mr. Benjamin have an insider's crystal ball, or
does he know more than the average bear?

"AOL is way past the traffic stage," said the analyst,
completely rejecting the notion that recent declines in
traffic numbers for the likes of Infoseek (SEEK) and
CNet (CNWK) could have an impact on AOL's results.

"Comparing AOL to Infoseek? That's laughable," said
Mr. Benjamin. "Maybe new account growth might be
an additional factor, but AOL is getting too big for
that."

Mr. Benjamin's unflappable attitude could be linked to
the launch of Internetstocks.com, Robbie Stephens'
newest initiative into providing investment banking
level research and analysis on the Web.

Although rumors had it that Mr. Benjamin would be
wearing a grass skirt at the launch party in the
Fairmont Hotel's ritzy Tonga Room, the analyst flatly
rejected such charges. "That is categorically untrue,"
he countered. "I will be paddling out in a boat, and
that's it."

Network effects
Cisco Systems (CSCO) also steps up to the earnings
plate on Tuesday, and investors are equally bullish on
the networker.

Shares in Cisco have been bid up sharply over the
past couple of months as shareholders expect strong
earnings growth out of this stockmarket superstar.
Cisco settle up another $0.75 on Monday to $96.50,
despite continued market weakness, now entering its
third straight week of downside moves.

According to First Call, the Street is looking for $0.47
in per-share earnings, versus year-ago profits of
$0.37. However, such optimism comes at a cost, as
analysts predict that anything shy of $0.49 will likely
be considered disappointing.

With the broader markets nervous, listless, and
leaderless, any significant miss by either Cisco or
AOL, both bellwethers in their sectors, could signal
more market drops.

But for now, it's still a party in the Tonga Room.

Tuesday, August 4
America Online
This quarter (projected): $0.19
Last quarter (reported): $0.16
Same quarter year-ago: $0.05
Analyst recommendations
Strong Buy: 17
Buy: 6
Hold: 1

Cisco Systems
This quarter (projected): $0.47
Last quarter (reported): $0.45
Same quarter year-ago: $0.37
Analyst recommendations
Strong Buy: 18
Buy: 14
Hold: 3

AOL recently passed 12 million subscribers and swung four new
partners onstage.



To: Jan Crawley who wrote (12493)8/4/1998 1:04:00 AM
From: umbro  Read Replies (1) | Respond to of 164684
 
"I think five or ten companies will end up doing reverse-axel dismounts,
if you know what I mean."
[Bill Gurley]

[ URL: worth.com
An article worth reading, here's a few highlights ]

Risks are high, too, because only the very best internet companies will thrive--or even survive
98/08 - Investing In Internet Companies
Stakes Are High


By Clint Willis


Not long ago, i heard from a former investment banker who
wanted to--get this--offer me equity in an Internet start-up.
The proposed deal went something like so: If I would write
some financial stories for his new company's Web site each
month, I could have a piece--say 5 to 15 percent--of the
whole shebang. Intrigued, I asked him what he thought such a
deal could be worth to me. "We figure we can sell the
business in a year," he shot back. "People are paying, like,
100 times revenue for some of these companies. We're
thinking we can get our revenue up to $2 million--so that's
worth $200 million. Think about it. I'll call you next week." _ I
hung up and thought about it. What I thought was that when
people start promising me a chance at 15 percent of $200
million to write a few online articles...well, it says something.

....

Some investors should shun Internet stocks. Bill Gurley is a
partner at Hummer Winblad Venture Partners in San
Francisco--an early investor in such Internet companies as
Employease and NetGravity. He spends his time looking for
technology companies to finance; these days, almost all of
them have some tie to the Net. His conclusion: "For every
Yahoo!, I think five or ten companies will end up doing
reverse-axel dismounts, if you know what I mean."

...

Some analysts look elsewhere for clues to an Internet firm's
value-- revenue, perhaps, or (for a company such as America
Online) subscribers. But let's face it: No one really knows what
these firms and their stocks are worth. "I think we're going to
look back in five years and extract a historical model that says
how we should have valued these companies," says Tom
Kippola, a Silicon Valley market-strategy consultant and co-
author of The Gorilla Game: An Investor's Guide to Picking
Winners in High Technology. "But until then, I don't have a
clue."

...

Start with early-mover advantage. The first--or at least the
early-- companies to arrive on the scene in an Internet niche
often have an enormous advantage over latecomers. For
example, content distributors such as AOL and Yahoo! have
used their head start to begin gathering users, known in the
trade as eyeballs. Likewise, online retailers can move quickly
to buy "real estate" in the form of exclusive agreements with
other Internet sites--as Amazon.com has done. Those sites
contain automatic links that refer users to the bookseller's
site.

...

Part of the genius of the AOL business model is that
subscribers who get to the Internet through AOL keep racking
up AOL minutes even after they've left AOL's content behind.
So AOL can say subscribers spend an average of 450
minutes on the site each month. (Yahoo!, by comparison, can
claim only the time the average user spends directly on its
site--28 minutes a month from home and 43 from work.)
Frequent and intensive users of a site make its real estate
more valuable, of course; these days, AOL's partners pay
increasingly large sums for links to and from its site. For
example, Barnes & Noble paid $40 million to ensure that when
AOL subscribers are reading about, say, Southern cooking,
they are invited to click through to the bookseller's site and
order books on the subject.

...

E-commerce
this is the most intensely hyped sector of the Internet. A
Forrester Research survey of 120,000 consumers found that,
by the end of 1998, 10 percent of all American households
will do some shopping and investing online
. That's a doubling
in just one year.

That said, fierce price competition makes it all the more
crucial for firms to meet the criteria we laid out at the start of
our search: factors like early-mover advantage, brand
recognition, and innovative management. Only companies
that can deliver on those counts will be able to generate
sufficient volume to earn large sums of money.

As for pure plays, this sector is loaded with them. The huge
potential market has attracted thousands of start-ups. The
most promising companies are concentrated in areas such as
books, music, travel, and financial services; it's tougher to sell
things such as clothing and real estate online.

Processing analysts' E-commerce favorites is like wading
through a school of fish; there are lots of them, and they tend
to look alike. But Preview Travel (Nasdaq: PTVL, $32.50)
stands out. Thanks to Amazon.com, everyone knows books
sell well on the Internet. But industry research firm Jupiter
Communications figures that online travel will sell even better.
Jupiter predicts sales in online travel booking will grow 87
percent a year through 2002, making it the biggest consumer
commerce area on the Internet. Preview is ideally positioned
to increase its leading market share as more people discover
the convenience of booking travel online, which includes the
ability to do extensive research about potential destinations.

Preview entered the market in 1995 as a vacation-planning
site and added direct booking two years ago. President and
CEO Ken Orton has moved quickly to stake out a position for
Preview as the market leader, signing five-year exclusive
agreements with AOL and Excite in September 1997. In March
1998, Orton added Lycos to Preview's list of alliances with a
two-year, $4.25 million distribution agreement, then in June
signed a deal to make Preview the exclusive travel provider
for SNAP, the search engine for such large ISPs as EarthLink,
MCI, and Sprint.

That gives Preview agreements with four of the top nine
Internet portals. Those agreements should help the firm
continue to grab eyeballs as those 25 million new Net surfers
come online in the next three years. Since most of those
users won't know their way around the Net, they'll start with
portals such as Excite and AOL, which will bundle them off to
Preview when it's vacation time.

Already, Preview has twice the traffic of either of its leading
competitors, Microsoft's Expedia and SABRE Group's
Travelocity. Visits to Preview's site rose 64 percent during the
first quarter of 1998, and revenue increased 14 percent, to
$4 million. As a result, Preview's losses declined from 88
cents a share a year earlier to 41 cents. NationsBanc
Montgomery Securities analyst and Preview fan David
Readerman estimates the company will be profitable by 2000.
Genni Combes, E-commerce analyst at Hambrecht & Quist,
looks for Preview's share price to climb to $50 in 18 months.

Software giant Intuit (Nasdaq: INTU, $61.94) comes to the
Internet wars with a huge advantage over even the most
promising start-ups. While other companies must invest
heavily to establish brand recognition, Intuit's _agship
personal-finance software, Quicken, is already in ten million
households. Thus, it has a ready-made market for Quicken.

com, where it will soon sell Quicken software online at much
higher margins than it can in stores. Meanwhile, Intuit
continues to garner revenue from the sales of the packaged
software, the fees paid by users of its online TurboTax
software, and the fees paid by banks and insurance
companies for the distribution of their products online.

New-media and consumer-technology analyst Lawrence
Marcus of BT Alex. Brown figures online distribution of
insurance and mortgages alone could be a $5 billion market
by 2000. And he notes that Intuit's brand and the superior
products that built it offer a major leg up over such
competitors as Microsoft. So does the firm's online head
start--Intuit's was the first site to offer comprehensive financial
services. That gave new CEO Bill Harris (formerly head of
Intuit's Internet strategy) time to land partnership agreements
with portals like Excite, Yahoo!, and AOL.

Those partnerships should attract traffic. For example, a user
who clicks on Excite's Money and Investing link to check stock
prices lands at Quicken.com, where he or she can shop for
mortgages, compare CD rates, look for car loans, and so on.
Intuit's partnerships with major lenders and insurance
companies mean that Quicken.com offers more online
product options than any other financial-services site.

Rapid growth? Intuit's Internet revenue increased 114 percent
(to $15 million) during the fiscal quarter that ended in April.
(Taxtime is very profitable for Intuit.) That's only about 10
percent of the company's total revenue for the quarter, but
many Intuit-watchers figure Harris will use the firm's $642
million in cash--about $12.64 a share--to continue investing in
other Internet ventures such as auto insurance and
small-business accounting. Analysts note that Intuit has not
yet gained the enormous valuations of many other Internet
outfits, largely because its store sales have been so
successful. "Right now, Intuit is at least partly viewed and
valued as a traditional, over-the-shelf software company--but
that will change," says Paul Cook. He predicts most of the
firm's revenue and profits will come from the Internet within
five to seven years.

WHERE IT'S AT: A NET MAP
CONTENT
Creators and distributors of information and
entertainment.
Our pick: America Online
E-COMMERCE
Companies that sell online--everything from
consumer retail and Internet auctions to
business-to-business commerce.
Our picks: Preview Travel, Intuit
SECURITY
Makers of products that safeguard
communications and commerce.
Our pick: Check Point Software
Technologies
SERVICES
Firms that help traditional businesses use
the Net--from Web-page design and
maintenance to advertising services.
Our picks: Harbinger, USWeb, DoubleClick
SERVICE PROVIDERS
Companies that connect users to the
Internet, such as EarthLink, MindSpring,
and Bell Atlantic.
Our picks: None. Fierce competition,
consolidation, and a variety of unproven
technologies combine to create an unstable
investment environment.
INFRASTRUCTURE
The backbone of the Internet, including
hardware and networks.
Our picks: None. The sector is dominated
by large, diversified companies, not the
pure Internet plays we're looking for.