Update 2014-05-15: I got several copies shipped to me for free (not author copies – just as a thank you and “we apologise” from Elsevier). As I said elsewhere “shit happens but what matters is how you resolve the customer problem.” This is one way to do it, impressive I find. Check it out here
As the nom de plume of a woman called JK Rowling demonstrates, brand recognition in publishing is important:
“The Cuckoo’s Calling sold only about 450 copies in UK hardback under Galbraith’s name after it was published in April but quickly became the top seller on Amazon once it was known to be a Rowling novel.”
(see Gapper, John (July 17, 2013) – The superstar still reigns supreme over publishing)
The follow-up, called “The Silkworm”, is to be published on June 19, 2014. If you have limited brand recognition as I do, the publisher is another factor that can really do you in. In other words, if their production and shipping process, including their online store, fail to deliver, you are in trouble.
This blog post discusses my experience with Elsevier’s e-store. It is all about failure to communicate and providing the service needed to clinch the sale. I should mention that my original independent publisher Chandos has been acquired by Elsevier, so I suddenly found myself being one of many authors, instead of one of a few at a successful smaller outfit. What a change…
Social Media Audit: Help Your Bottom Line (Elsevier BWL/Mgmt) – 2014 – Author: Urs E. Gattiker, PhD
I thought I would share some of my journey from finishing the proofs until the copy arrives in the mail (still waiting).
Keywords: bigfail, customer feedback, KPI, outsource, onshore, metrics, performance, process management, quality of service, usability, trust
Let’s order a few copies, no sweat!
To get the book as early as possible, I visited Elsevier’s e-store in January and placed my order. The problem started right there: the system wanted to charge me value-added tax (VAT). If the total value of the shipment is below CHF200, no VAT is charged at the border by Swiss authorities.
You think I am joking, but ask Jeff Bezos. Amazon.de, .fr, .co.uk, or .it all manage to get me my books across the border without VAT – and it’s completely legal.