A View From Under the Long Tail
An anonymous reader writes "Here's a funny article by James Boyle in the Financial Times on what it really feels like to be part of the long tail economy." From the article: "Where Amazon's normal customer service seems to be run by suspiciously cheerful MBAs from Stanford, who break off from counting their stock options to write apologies and deliver refunds, 'Amazon Advantage', the ironically named system for selling wares, is clearly based on the last days of the Soviet system. The problem with their representatives is not that their native language is not English, it is that their native planet is not Earth."
This is not really an indictment against Chris Anderson or his most excellent work on the Long Tail concept so much as it is a demonstration of Amazon's lack of infrastructure (or management) in their Amazon Advantage program.
I've heard from more than one person of their frustrations in dealing with this program which has lead me to delay efforts to publish a couple of items through them...
Visit Jonesblog and say hello.
Fund/find an alternative, and you will see Amazon fix itself. Until that happens, bend over and grab your ankles.
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The article, which was written by a guy, whose name is James, who shares the first name of a President, who helped create the constituion, which was written a long time ago, which is quite as old as when Communism was envisioned, which we can blame the Greeks for, which make great olive oil, which comes in extra virgin, which covers the majority of the slashdot crowd. . . .
Oh wait, what was I talking about again?
Your hair look like poop, Bob! - Wanker.
It sounds like a Tail of Too Shities!
Where Amazon's normal customer service seems to be run by suspiciously cheerful MBAs from Stanford, who break off from counting their stock options to write apologies and deliver refunds, 'Amazon Advantage', the ironically named system for selling wares, is clearly based on the last days of the Soviet system.
well, with any service, there are going to be different tiers depending on what sort of customer you are. Obviously, direct Amazon customers get the top-level customer service. However, it doesn't make economic sense for Amazon to provide that same-level service for customers of a low-volume third-party-vendor selling their goods on an Amazon storefront.
I'm not saying it's "right", I'm just saying it makes sense.
Push Button, Receive Bacon
Fund/find an alternative, and you will see Amazon fix itself.
A major point of the article is that this is not possible because of the network effect - people who want to buy a book online go to Amazon, because Amazon has all the books and "just works".
As the article puts it:
As an academic, I am very interested in network effects - the curious economic features of networks, which increase in value as they increase in size. Does this mean that customers will be "locked in" to the system that achieves ubiquity? (...) Does this threaten the efficiency that the networked economy was supposed to provide? As a vendor, I fume and rant, but am unable to convince myself that we can shift distributors: will the people who want our books trust an unfamiliar name?
That sounds like the problem. Everytime I've experienced tech support as egregious and inconsistent as TFA describes, it was outsourced/offshored.
Do you even lift?
These aren't the 'roids you're looking for.
Looks great at first, then you realize they've changed one middleman for a different, 'internet based' one. The only folks who come out ahead on this deal are UPS, FEDEX, and USPS.
To put a witty saying into 120 characters, jst rmv ll th vwls.
Competitors to Microsoft exist: Apple, Linux
Competitors to Yahoo exist: Google, etc.
Competitors to MySpace exist: Facebook, etc.
Competitors to YouTube exist: Revver, Vobbo.
The network makes it difficult, but nobody's ever given up because something was difficult. There are always options, and yes - there can be significant barriers to entry, but it's never "impossible".
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I've heard the view under the long tail can be quite interesting. Not something I want to witness myself though.
Be relentless!
..they give out restricted stock, which is not the same: it's real, it just takes time to vest.
I call discrimination against extraterrestrials!
I sell software online. Selling software at Best Buy gets you, perhaps, 40% of every sale, and they won't even think of doing it at the number of units I sell. Unless its to guffaw. Shelf space is limited and projects have to be made on the scales of minor nation states.
On the Internet, startup costs are negligible (I had capital investment of $60), and if you've got an aggregator which has a nation-state scale worth of eyeballs (*cough* Google *cough*) then you can pay them a weeee bit of money to send a sliver of those eyeballs over to you. Transactional costs amount to almost nothing: Paypal takes 4% of every sale. If you count the cost of AdWords, that comes out to 20%, but thats still a third of the traditional retail channel and AdWords scales *down* where retail only scales *up*. You might not think there is that much of a market for a one-screen application that makes reading bingo cards for teachers (www.bingocardcreator.com), but way-down-the-tail made $600 gross, $450 net. Not too terrible for an app which took a man-week to write and, literally, 20 minutes of work in September ("Lost your registration key? No problem, have a new one." "No, thank YOU, Ethel." multiplied by handful of emails).
The other beneficiaries besides me? Google (Adwords), Paypal, and Uncle Sam. They'll get $90, $30, and $lots respectively as a result of September, all for doing zero marginal work: they just let the computer systems/country they established continue to operate, and they get more money.
Help poke pirates in the eyepatch, arr.
Dear Amazon
Because of your piss-poor service I have not bought anything from you for two years. I use your website to find books and then go to my local English bookstore to place the order. DVDs are obtained in a similar way by browsing your site and then walking round the corner to my local video rental shop. I am sure that I am not the only person who does this.
Ed Almos
Budapest, Hungary
The more corrupt the state, the more numerous the laws. - Tacitus, 56-120 A.D.
This is a side issue, but I hear a lot of economics BS out there and every time I hear it I get pissed off.
... we have TOO MUCH FREAKING DEBT ... and our payment obligations are not going to go down even when pay and profit margins do. Translation: the US is in deep shit. (they will probably have to hyperinflate to stop a systemic collapse)
First off, an efficient high tech economy means that the "business cycle" is going to be more drastic and harsh not magically soft land and smooth out like every body preaches now days. "soft landing?", It is absolutely insane for people to say that.
Second off, during the late 1800s the US economy experienced a period where efficient factory production drove down costs for every year for nearly half a century. This also had the effect of driving down pay and driving down profit margins, but it drove down costs faster than both - so people still did well. Now fast forward to 2006, and the US is going into the information age full blast, and hard drive farms that would cost over a million dollars yesterday, now cost a few hundred and can be held in your hand. In addition, overseas labor is driving down costs even more. But today there is one huge 'bigger than life' problem
Third off, having these huge amounts of debt and all these stock market bubbles and all these housing bubbles (today) is not a normal part of a free market economy. They happen specifically because investment is financed thru the banks, which is financed thru the Federal reserve, which is financed by nothing. I mean, when they need money to loan out - they print it up and loan it out. That means that over time, more and more money goes into circulation driving up prices, driving up debt, and driving out private savings. Hey lookie! The US has record high debt, record high housing prices, and record low savings. Hmmmmm.
Fourth off, if we used money like gold that couldn't be printed up out of thin air. That would naturally limit the amount of debt in the economy and force finances to come from savings instead of print-ups. That would kill bubbles, but more importantly put investment power back into the hands of private savers instead of central bankers and government.
In sum, the US economy is about to make a radical shift as the housing bubble violently pops and when it does the US will be in deep shit. This will happen because everything you have been taught about central banking and paper money is BS. Loaning out "modern" paper money (instead of real money like gold) leads to irrational allocation of resources that causes inflation, bubbles, too much debt, and puts investment power into the hands of inefficient central planners (bankers) instead of private individuals. Seriously, name one institution who ever thought they had too much money. At this point it is beond repair, so people would be very wise to collect guns, food storage, and gold like no tomorrow because all freaking satanic hell is about to break loose.
I'm getting a worried about this assumption that Amazon customer service is always good. I have generally, but not always received excellent customer service from Amazon. I have at times had the impression of things not fully under control at Amazon. One rather comical situation arose when I ordered a book, and then a few days later was informed there would be a delay. OK...no problem. A couple of weeks later, another email, another delay on the same order. Amazon.com still had the book being sold as "shipping within 24hrs" so it all seemed weird. I decided to just cancel the order and buy the book from a local bookstore. But then the system told me it couldn't cancel the order because the book was being prepared for shipping. "Great!" I thought, soon I'm getting my book! Then I got another email saying my order as been delayed. I emailed customer service and they informed me all is well because they are preparing my book for shipping and I will receive it soon. A few days later I get another email saying my order has been delayed. I email customer service and explain the problem. I get a response saying that everything is OK, they're preparing my book to ship and I will receive it soon. I respond and say that I've been down this road before, and it's getting tiresome and I didn't believe that I was about to get my book. Sadly I couldn't reply to the same customer service, so it took a few emails to break this loop of customer service just checking my order status and responding that I have nothing to worry about because my book was about to be shipped.
At this point in time I already had a special little folder just for my many emails from amazon concerning this one order for one book. I decided to have customer service phone me. I ask customer service to cancel my order because their system constantly thinks my book is about to be shipped and won't let me cancel my order, but they explain they cannot cancel the order. They explain that I should probably order the book again and if I eventually end up with both orders going through, just return one the books. They offered to send me the book with free overnight shipping on a separate order. Nice! though I'm on Amazon Prime and I get free 2-day shipping anyway, but nice nevertheless.
I got my book the next day, and months later I got the book again via my orginal order. I think what was most annoying was having to re-explain things over and over. Often after explaining there was a technical problem with the order, they would then say "You can always check the status of your order by clicking the Your Account link" which I had just explained to them ALWAYS says that my order is about to ship. There was one point that a customer service rep wrote:
> I sympathize with your frustration in this matter. However,please
> understand that the information provided in our last message correctly
> represents our policy at this time.
> As my colleague previously mentioned, the shipment of your order is
> still being delayed by a system error. This same error prevents us
> from being able to cancel the order.
I asked what "policy" was in reference to, but didn't get a response, and I didn't really care at that point I suppose.
Mind you, I like using Amazon, I just don't believe their customer service is as perfect as is sometimes touted.
Amazon's service is quite overrated actually. It usually works fine, and if there is a problem they usually fix it, but there are times when talking to amazon's rep is like talking to a wall.
An example: For large orders, Amazons usually splits the items in several boxes - at no cost for the customer. This is usually fine, except for the fact that each box lists the contents of the whole order.
If you are overseas, this means that you will have to pay taxes for the value of the whole order for each box.
Last time my order was split in 3 boxes. I have to pay 16% VAT, so the net result is that I had to pay 48%.
Add to this that UPS has a policy of dealing with customs without talking to the customer first - they pay the taxes (VAT, custom fees, etc), and then you pay them upon delivery. So talking to the customs officials is not an option, since by the time you know about this the boxes are already out for the delivery. Refusing to pay taxes is not an option, since UPS will not deliver. You can't tell UPS to return everything to Amazon, since they paid for the taxes and will keep the stuff hostage.
In the end, I had to pay triple taxes. And still, Amazon refuses to acknoledge that the problem is that they don't write the actual contents of each box in the sleave.
That Atari site isn't an example of the "Long Tail", it's just a niche market. True long tail market effects are seen in the examples Anderson (you know, the guy who came up with the idea of using the term "Long Tail" as a proper noun) provides in his book: sites like eBay and Amazon.
The only reason the "Long Tail" exists as a buzzword, and isn't just some obscure statistical term, is because of Anderson (he's full of shit, by the way) and his book.
A small press is pretty much guaranteed to lose money on Advantage, 'cuz you have to pay for shipping, etc. yourself to Amazon, then give the standard 55% discount, and there's no way of predicting needed quantities.
What most indies do (admittedly, not Duke law professors), is say "screw it" to the Advantage program and sell themselves through marketplace.
In my lifetime I've met one person who was happy with Advantage, but he was a famous man who has since died...
So, it's a free country - you can sit on your ass and blame it on The Man or start your own distribution system. As others in this thread point out, you can do this yourself. THAT's the point of the "long tail" argument: "Quit Whining and Do It Yourself Online.".
Amazon seems to have a two-tiered system that brings out the worst in the long tail principle: Flawless, reliable service for fairly common items - I have returned several shipments or gotten them late and I have never had trouble working things out, and because I live on the west coast I usually get stuff in three days or less. Then, a low budget operation outsourced to who knows where for the "long tail" stuff.
FedEx did the same thing when they acquired RPS and changed it to FedEx Ground. A top-shelf service with premium prices that picks up anywhere and delivers on time anywhere, and a shambling low-priced service for those of us not living in Central Business Districts (that's still cheaper and better than UPS though.)
Give a man a fish and you have fed him for today. Teach a man to fish, and he'll say "WHERE'S MY FISH, YOU IDIOT?"
We all know what you get if you stand under the tail of anything, long or otherwise.
"There is more worth loving than we have strength to love." - Brian Jay Stanley
But since the centre I run also sells its publications online, (not for profit, I hasten to add)
Admittedly, I take-home all $500,000 a year as "salary", so after paying out all that, the centre is 'not for profit', a title which seems to encourage purchases from nice, altruistic, naive customers.
OMG... a long tail from below...? I DON'T want to see THAT..!
Any sufficiently advanced intelligence is indistinguishable from stupidity.
Where do the Bildeburgers fit into this?
Where were you when the voynix came?
See, its not just the AdWords (AdSense is for content publishers, AdWords is for advertisers like myself) gives me an additional channel... its that AdWords* gives me *a* channel. I theoretically *could* put a classified advertisement in a magazine devoted to, say, elementary school teaching. And that would cost me hundreds of dollars, without guaranteeing that a single live soul ever saw my website or downloaded my trial. There are plenty of educational publishers which can afford to advertise on paper, but they're the sort that sell at Best Buy and measure their advertising spend in the thousands of dollars.
* A paid channel. I also get a lot of organic search engine traffic, but AdWords was pretty critical during the run-up phase. Hard to get folks to link you if they don't know you exist.
Help poke pirates in the eyepatch, arr.