rindge leaphart:

The following char-ti-cle on Amazon is worth a read. Most folks are familiar with the fact that Amazon rarely shows a profit. This charticle, though, provides a concise overview of how Amazon continues to plow cash into expanding their business reach. Make note of the opinion that someone at Amazon has a job of making sure profits equal nil each quarter – reminds me of how Cisco used to always beat their estimates by 1 cent per share. Net-net, Amazon plows all cash into growth opportunities in lieu of net income. How long will that continue? Who knows. In recent months, the stock market has supposedly shown some displeasure. Recent history aside, the stock has been on quite a tear for quite a while. In summary, very well written piece that I’m sure you will find enlightening.
Rindge Leaphart

Originally posted on Andreessen Horowitz:

Amazon has a tendency to polarize people. On one hand, there is the ruthless, relentless, ferociously efficient company that’s building the Sears Roebuck of the 21st Century. But on the other, there is the fact that almost 20 years after it was launched, it has yet to report a meaningful profit. This chart captures the contradiction pretty well – massive revenue growth, no profits, or so it would seem. But actually, neither of these lines gives you a good sense of what’s really going on.

1

Source: a16z

Amazon discloses revenue in three segments – Media, Electronics & General Merchandise (‘EGM’) and ‘Other’, which is mostly AWS. As this chart shows, these look very different (this and most of the following ones use ’TTM’ – trailing 12 months, which smooths out the seasonal fluctuations and makes it easier to see the underlying trends). The media business is still growing, but it’s…

View original 2,199 more words

Why reviving the Arthur Andersen brand isn’t as crazy as it sounds – Quartz.

Enron issue aside, AA was a great firm.  As an alumnus of the firm, I wish the team responsible for re-branding the most success.

 

Rindge

 

Walmart’s ‘Made in USA’ push exposes strains of manufacturing rebirth | Reuters.

Several months ago, I shared an article on Walmart’s push to re-ignite manufacturing in the US.  I’m glad to see the continued push in this area.  Per the article, it is interesting to note that one of the biggest issues facing manufacturers is the lack of local component suppliers.  It seems as if many component suppliers were driven out of business or moved overseas.  I’m looking forward to the results that come out of the latest Walmart confab on said subject.  Along those lines, I am in the midst of reading a book by the name of Factory Man – very good book that provides a decent overview of how (and why) U.S. furniture makers moved a majority of their manufacturing overseas.

 Rindge Leaphart

 

http://www.linkedin.com/in/rindgeleaphart
http://rindgeleaphart.wordpress.com/

rindge leaphart:

For those of you who have an interest in the music industry and in particular streaming (Pandora, etc), I believe you will have interest in this great write-up. Enjoy. Rindge Leaphart

Originally posted on Quartz:

This year marks the 15th anniversary of the launch of Napster, the file sharing service that disrupted the music business and conditioned a generation of consumers to expect to be able to listen to their favorite songs for free.

Internet-based music platforms are legitimate businesses now, but tensions between the music establishment and new media remain as bitter as ever. They came to a head in the courts last month in a fascinating case between Pandora Media, now America’s biggest internet radio company, and the 100-year-old American Society of Composers, Authors and Publishers (ASCAP.) It concerned the arcane issue of music publishing royalties, and uncovered some questionable behavior.

ASCAP is one of two main “publishing rights organizations” that act on behalf of songwriters to collect royalties from radio stations, movie studios, and technically speaking, anyone else (such as bars and restaurants) who plays music in public.

Pandora had been seeking to lower…

View original 2,372 more words

How Steinway (Still) Makes Pianos | Mental Floss.

For those of you who have the time (8 minutes), watch the video of how Steinway manufactures pianos in NY.  Great video describing the craftsmanship that goes into each piano.  I’m not sure how many new pianos they manufacture each year (as you will see they are a job shop with very manual processes), but the process described and captured in the video is very impressive.   What they do at Steinway is clearly a work of art.

Rindge Leaphart

I’ll cut to the chase on this post.  Recruiting customer facing employees with the “Right Attitude” drives customer satisfaction and increased spend.  The genesis of this post is based on my grocery shopping experiences.  I frequent a number of grocery stores on a regular basis.  There are several, though, that I am going to comment on in this post.  I am always impressed when I interact with employees from the following grocery stores: Market Street, Whole Foods, and Central Market.  In my experience, these stores generally have higher prices and in some cases less selection than other grocery stores I frequent.  Even with higher prices and less selection of the foodstuffs that interest me, I continue to frequent these stores.  Why?  The employees.  When I interact with employees from these stores, I am always impressed with their customer facing skills.  The employees  exhibit a number of traits that I do not find in other grocery store employees.  These traits are as follow:

  • A positive attitude
  • Knowledge about the products in their store
  • Willingness to assist
  • Provide customer service with a smile

I have a recruited a number of employees in the past and while you can teach employees technical skills, I am not sure you can teach them the traits outlined above.  What I find interesting is that the majority of the employees I come across in said stores seem to all have the same type of positive attitude.  Hats off to the leaders of these stores for recruiting front line employees with the “right attitude”.  I suspect employee pay at these grocery stores is higher than at others.  If so, this is a great example of why paying more to recruit talented employees is worth it.  I am sure there are many other factors at play beyond salary.  Whatever they are, there is something to be learned from these companies and their recruiting policies.  People often talk about the great service provided by Nordstrom.  I believe employees at Central Market, Whole Foods, and Market Street are another example of how recruiting employees with the right attitude can positively impact financials.  Because of these employees, I gladly drive out of my way and spend more than I typically would on groceries.  I think the image I found below drives home the point.  Your thoughts?

 

Regards,

Rindge Leaphart

http://www.linkedin.com/in/rindgeleaphart
http://rindgeleaphart.wordpress.com/

Just read the following blog posting Howard Marks: Dare to Be Great II | The Big Picture. – that is  focused on on what makes one a superior investor.  As I read through the article the points that the author covered are applicable to more than just being a successful or superior investor.  The points he covered can be applied to any area or profession.  It is not limited to the field of investment.  Some of the key areas covered in memo are:

  • Dare to Be Different
  • It Isn’t Easy Being Different
  • Dare to Be Wrong
  • Dare to Look Wrong
  • Looking Right Can Be Harder Than Being Right

The dare to be different point rang true for me since I have always marched to a somewhat different beat (and some might argue that I dance to a different beat as well, but that is a different story).  I have always counseled my kids to not follow the crowd.  Along those lines, though, many of us realize that being and doing things differently is not easy and never will be.  It takes a certain amount of intestinal fortitude to “be different”.  The other points highlighted in the memo are all insightful and once again are applicable to all walks of life.  Hats off to Howard Marks for his second installment on the subject of “Dare to be Great”.  The posting is a little lengthy, but worth the effort – scroll to the middle of the blog posting to see the memo from Marks.

Rindge Leaphart

http://www.linkedin.com/in/rindgeleaphart

 

 

Came across this article the other day and was quite impressed.  Might be considered a little intrusive by some, but it appealed to my inner geek.  I’m not sure who the first airline customer will be, but I am sure their premium class customers will be very happy.  Way to go B/E!

The Business Class Seat of Tomorrow Will Blow Your Mind, and Freak You Out a Bit – Skift.

Rindge Leaphart

http://www.linkedin.com/in/rindgeleaphart

http://rindgeleaphart.wordpress.com/

rindge leaphart:

Sony where art thou? The creator of trinitron, walkman, ps-x9 (turntable), and a host of other gadgets has been lumbering from one crisis to another. The author of the re-blogged post below believes you could be on your last legs. You can cut cost all you want, but until that next innovative product comes out (and a water proof tablet is not going to move the needle) you may continue to struggle. I wish you well Sony and hope you don’t end up like Nortel, Motorola, or others who once reigned supreme, but eventually fell from grace (or should I say gracenote).
Rindge Leaphart

Originally posted on TechCrunch:

The PlayStation. The Walkman. The Trinitron. The transistor radio. All icons in Sony’s storied history from an era when the Japanese giants still roamed the earth. The Sony of today is not like the Sony of yesterday. For every memorable blockbuster, there’s an infamous flub: The late embrace of MP3, losing its hold on the digital imaging market and of course, failing to attract adoption to Betamax, UMD, MemoryStick, and endless other formats and systems.

The Sony of today is a bloated industrial machine barely holding together. It’s worn out and slowed to a crawl. The once innovative company now follows instead of leads. It’s playing catch-up instead of breaking new ground. But things are changing.

The Sony of tomorrow is looking leaner than ever. It doesn’t look like the Sony of old with total market dominance, but for the first time in ages, Sony is becoming a competitor.

Sony’s…

View original 626 more words

and instead start talking with them.  When I make presentations I always remind myself (and others) not to talk to the crowd, but instead talk with them.  Engage them in the presentation and you might find yourself participating in a robust discussion instead of another ho-hum presentation.  I know, easier said than done.

The same holds true in interacting with your customers.  The more you talk with them, the more engaged they are,  and the more likely they will be to share your product / service with others.  I recently read a couple of books that prompted this post.  They are “Contagious” by Jonah Berger who teaches at Wharton and “Highly Recommended” by Paul Rand.  A quick side note, the book written by the professor (Berger) is well done and does not come across in a professorial manner.  Reads more like a general strategy book.  On the other hand, the non-professor’s book (Rand) definitely reads like a professorial tome.  Somewhat didactic in nature as well.  But I digress.  In general, both of these books are good and focus on the same end goal, which is how products and services catch on with the masses.  They are also both somewhat critical of Gladwell’s Tipping Point and I must admit more insightful.

I am not going to bore you with passages from each book, but focus on what I think is the most important aspect, which also happens to jibe with my experience.  There are clearly a number of offline and online methods (Berger and Rand do a good job of describing) that a company can use to facilitate customer interaction.  Whether you are soliciting ideas from customers or engaging them in contests of some sort, you may find yourself 2-3 steps ahead of the competition.  Many companies have facebook pages, twitter accounts, etc.  Many companies do a fine job of pushing information to customers via these channels, but how many provide a meaningful mechanism for feedback?  More importantly, how many provide a meaningful mechanism for interaction?  Take a step back from your day-to-day responsibilities and consider what activities you can influence so that your organization can better engage customers.  What things can you do to influence “word of mouth” about the product or service you provide? Advertising has been around for quite some time, but an endorsement from another customer (an engaged customer) is much more powerful than a paid advertisement.

So, Stop Talking to Your Customers…And Instead Start Talking With Them

 

Rindge Leaphart

http://www.linkedin.com/in/rindgeleaphart
http://rindgeleaphart.wordpress.com/

 

Follow

Get every new post delivered to your Inbox.