As I have written about previously, I have been a Google Glass Explorer for the last year. I have thoroughly enjoyed experiencing Glass as both a professor and a fan – I’ve always loved technology and being an early adapter to Glass was a huge highlight for me. This past year, I had given a lot of guest lectures on Google Glass and features in various outlets as well. In fact, I was actually in Montreal in August presenting on Glass, which leads me to what happened.
However, that was where I was faced with a devastating discovery at the AEJMC Conference. During the first day at the conference, I realized that my Glass was missing and stolen during the chaos of getting registered and organized at the conference. It was pretty distressing to be honest for me – not only was it an important part of my presentation as well as an expensive device, but my Glass was an essential part of what I was doing in research and teaching. In fact, I was in Montreal to do a teaching presentation on Glass! I immediately contacted Google to see what I could do and what they needed from me. Filing a police report and security report in the hotel were just a few things I had to do.
After checking in on a regular basis at the hotel in Montreal and around the conference, tweeting and updating about the situation on social media among other things – I made sure to keep in touch with Google and see what they needed from me. Even in this moment, I was extremely impressed with the quick response and actions they were taking to work with me. I was only in Montreal for a few days, and no word about whether or not my Glass was found. I got on the plane back to Louisville and realized the sad fact that I may never be reunited with my Glass.
Yet, I received an email recently from Bradley [the Google Glass Support representative who I had been talking to in Montreal] with the best news anyone could ask for – he said my Glass had been found! I was shocked, surprised, excited, and thrilled all at the same time. I was bursting with excitement and happiness to be possibly reunited with my Glass. I did find out that my Glass was damaged when it finally arrived back at the Glass headquarters from Montreal.
What did Google Glass do? Mike [another Google Glass Support representative who had been corresponding with me about this] said they were going to send me a replacement for it. Me? My mind was completely blown away by this huge action and customer service response. I have never had such positive customer service interaction and relationship building in my life. I am a huge believer when it comes to Ted Rubin‘s concept Return on Relationships (otherwise known as #RonR), and the team at Google Glass really showed me this during this complete time. Their correspondence was immediate, personable, and they were there to offer suggestions and they needed from their end to make sure they were able to take care of things. The Google Glass team definitely was a key positive example of this and I can definitely validate this for the record.
My new replacement pair of Google Glass! #HappyProf
I’ve been a fan of course of Google and the Google Glass product – but now after this experience, you can count me in for life. I know there’s been a lot of talk and discussion about Glass – but I will tell you what, this is one story that I think everyone would believe to be true. This is bigger than just Google Glass the device – this story really shows you the connection, support, and the dedication Google Glass’s team has for their Glass Explorer Community. This speaks volumes to me not only as someone who is a part of this community, but a researcher and professor who is teaching about this topic. We are in a reputation economy and we have to not only look at the products and services brands are offering today, but we have to look at the people behind the brand. So, based on what I have experienced with the Google Glass team, I’d say their reputation and brand based on their people working with the brand are some of the best in the business.
Again, words cannot express my overall gratitude to Bradley, Mike, and the rest of the Google Glass Team who reunited me not only with Google Glass, but really went beyond to help me with this. Thank you so much and keep up the amazing work!
Have a great day, everyone!
Best Wishes,
Karen
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