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What You Think

User Opinion Story
Anthony The Koala
13 October 2019 - 5:00pm
My comment still applies to broadcasting.

This article on why satisfied customers leave is universal; it does only apply to selling time on the air. It applies in general to buying and selling. One of the problems with departing regular customers is that it takes resources to attract replacement customers.

Under the heading "Start At The Start", the simple questionnaire on why the customer left may not be answered any of the questions. It may because the business may not offer the product and/or service and/or package.

Perhaps I can relate that to recent purchase of a washing machine. We have not been buying whitegoods from the same retailer. All the retailers we purchased whitegoods from have been excellent at customer service, price matching and delivery.

Returning to the washing machine, the original LG front loader served our household well for 14 years. It had state-of-the-art direct drive motor and used less power and water. It malfunctioned in July 2019 where the cost of repairs would outweigh the benefits of purchasing a new machine.

In the 14 years, model specifications have changed. With space constraints, I chose a model which had a direct drive model, had a hot and cold water inlet (not all machines have a hot and cold water inlet) and occupied the same space as the former LG.

Now the particular model that met my specifications a Fisher & Paykel was not available at the particular retailer X, but available at another retailer Y. Nothing wrong with retailer X, where we were regular shoppers, but they did not have the model for sale.

Perhaps price was a factor, and indeed it was a factor because the price included delivery and installation.

The counterintuitive was more service for less money!

You may ask: how does that apply to broadcasting?

Mr Pead's article is universal and applies to all kinds of businesses. If we look at subscriber broadcasting, customers wanted to buy subscriptions to specific channels and did not want to have to pay for channels they did were not interested in. For a while that subscription service was a monopoly. Today we have video-on-demand (VOD) services such as Netflix and Stan that are on a subscribe-as-you-need basis and does not compel customers to purchase a block or package.

While I cannot comment on a particular broadcaster's business model, the business that offered the washing machine at a particular price including delivery and installation way below the retail price excluding delivery and excluding installation obviously had a business model that allowed for including the delivery and installation and a profit could be made. Whether the profit was based on each unit sold or by volume is another question.

To illustrate, suppose a small business wants to advertise on commercial radio and has never advertised on radio before. \

Does the radio station have a package that includes the production of the advertisement or advertisements and a number of advertisement placements for a particular timeslot or a particular campaign?

Does the radio station have a booking facility if the customer does go through a media buyer?

Does the sales department at the radio station answer your calls and advise on how a small business can have its business advertised on radio? I had a bad experience with 2GB in the 1990s and the sales department did not answer my call about how to get an advertisement.

The buying experience for air time for large entities such as Harvey Norman, The Blind Factory and whatever regular "All On Four" false teeth dental service, BUT what about the small business?

Thank you,
Anthony of where the sun shines, Belfield
Why Satisfied Customers Leave
11 October 2019 - 12:15pm
Local and/or regional radio station identities are being lost to the globalisation world. That's a shame in many ways and lots of history is lost. These days many radio stations become repeaters and relay stations offering little for the local population. Oh well that's progress.... 2GO to go, along with Sea FM and Gold 92.5
Anthony The Koala
11 October 2019 - 11:23am
There have been discussions on DRM and DAB on this site including a friendly exchange between StJohn & I about DRM, reference https://www.radioinfo.com.au/news/commenting-digital-radio

At the moment, regional stations are transitioning to FM as 2BS did in 2018.

There is a similar proposal for 2AD to convert its transmission method from AM to FM, reference https://www.radioinfo.com.au/news/proposed-changes-armidale-radio-frequencies. The change of 2AD's conversion from AM to FM is the initiative of the broadcaster, not the ACMA, reference, pages 9 and 10 https://acma.gov.au/theACMA/-/media/D786FF4E7051491EBE9D15A2267ADA95.ashx and the decision to permit 2AD to broadcast in the FM (mode) is determined by the ACMA.

Note that despite the current availability of DAB+ as a transmission method, it is not being taken up by the regional broadcasters.

FM receivers are ubiquitous, and it appears that there is no interest by the regional broadcasters to transmit in DAB+ let alone DRM where there are no receivers in the marketplace as noted above.

To mandate all radio stations transmit DAB+ or even DRM, would require a transition period of eight years where both analogue and digital services would be simulcast as happened when digital tv was mandated in 1998 and implemented in 2001, reference https://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Parliamentary_Library/pubs/rp/rp1011/11rp07. In this case, the digital/analogue simulcast continued for 12 years.

During the mandated digital tv transition which was "...costly on both sides" allowance was made for those who could not afford to transition to digital tv that the government would subsidise the cost of set top boxes for pensioners. Mind you, set top boxes have gone down in price from $1000 in 2001 to as low as between $35 and $60 and could be purchased from BigW, kmart and Target.

So if digital transmission is legislatively mandated, consideration is needed for those on low incomes to be able to afford to listen to broadcasts in digital, whether DAB+ and/or DRM.

In the matter of a failed promotion of AM stereo, AM stereo in 1985 failed because of "lack of receivers". Yes there were stereo AM receivers, but "lack" in this context was "lack" of quality of receivers with the same narrow bandwidth as mono receivers. The AM stereo promotion was like "flogging" a two channel telephone quality transmission "horse".

Thank you,
Anthony from history is exciting to learn from of Belfield
DRM not inferior but complimentary says Ruxandra Obreja
9 October 2019 - 12:33pm
Exactly like I got on arrival this morning, except it was AJ & Co throwing wet Weetbix at me. Jackie O's early morning surprise
8 October 2019 - 9:44pm
Such a pity that a metropolitan city the size of Brisbane can not manage to provide commercial radio listeners with a comprehensive locally focussed talk format, such as is enjoyed by Adelaide listeners on 5AA.
The glee must abound at ABC's 612.
Ben Fordham now Live on 4BC
Anthony The Koala
8 October 2019 - 9:17am
I am a listener to 2GB and enjoy Ben Fordham's program. Radio 4BC appears to be a relay of 2GB. Nothing wrong with 2GB's presenters, but Brisbane listeners will have a station that has little to do with Brisbane. Ben may well have a connection to Brisbane as his late uncle David Fordham was a TV broadcaster at the Seven and Nine Networks.

You may think it raises the issue of a radio station's local area requirements as was raised by the ABC's "Media Watch" in relation to the BOG's content on regional radio in 2010, https://www.abc.net.au/mediawatch/episodes/regional-dis-content/9974746. In that situation, regional stations belonging to the BOG such as Coffs Harbour's 2HC were broadcasting program content from 2SM Sydney attributing 2SM's breakfast host Mr Grant Goldman (I hope he's OK, reference https://radioinfo.com.au/news/listeners-unite-support-grant-goldman-he-battles-cancer) as 2HC's breakfast host.

The BOG situation in 2010 raised ACMA's concern about regional radio local content. Note the term "regional content".

Under the Broadcast Services Act (Cth) ('BSA (Cth)'), reference https://www.legislation.gov.au/Details/C2018C00060 , sections 43B and 43C refer to local presence and local content requirements of regional radio stations.

By definition a "metropolitan" broadcaster, under s61CA of the BSA (Cth) is a broadcaster in a capital city with a GPO. In contrast, a regional broadcaster is not a broadcaster in a capital city.

Thus 4BC is a metropolitan radio station and is not bound by the local content and presence issues required of regional radio stations.

Even though the owners of 4BC are not compelled by law to include local content and presence, it is one less voice in the Brisbane marketplace for issues relating to Brisbane, even though 2GB does a fine job covering Federal issues. But people listening to 4BC will have the opportunity to hear about trucks stuck in the Galston Gorge, Harbour Tunnel and M5 East Tunnel.

Humour aside, legally 4BC can be a relay from Sydney's 2GB but it does represent a one less local voice.

On the plus side, a concerned Brisbane listener has the opportunity to talk to the whole of Australia where 2GB's programs are relayed.

Thank you,
Anthony of a switched-on Belfield
Ben Fordham now Live on 4BC
4 October 2019 - 10:20am
Faine is absolutely right about ABC Regional. It was doing OK until the start of 2016 when Mark Scott made all the long-term regional content managers redundant and introduced a "news-based" format. The BBC had done the same thing to local radio a couple of years earlier, realised their mistake and were already back-pedalling furiously even before Scott introduced it in Oz. As a result, ABC regional radio is now terminally boring and irrelevant to a local audience, its older audience is deserting in droves while the younger audience sees nothing worth tuning in for. A massive failure. Jon Faine tells the Melbourne Press Club the ABC has to be a bit more mongrel
Anthony The Koala
3 October 2019 - 7:09pm
Both Alan Jones and Coles are right. Alan Jones is correct to say that Coles was exploiting farmers by compelling the milk processors who lowered the farmer's gate price. At the same time, Coles did not want to be associated with an entity whose presenter said an offensive remark to the NZ PM to "....put a sock down her throat...." on the issue of climate change. I've written elsewhere on this site as well as Mr Peter Saxon that any disagreements be "toned down".

At the same time, when Coles was a sponsor, Coles did not withdraw their sponsorship while Alan Jones was talking about the plight of farmers being exploited by the supermarket chains Coles and Woolworths. In essence an abrasive remark about the NZ PM was the motivation of Coles withdrawing advertising on 2GB.

So Coles' morality, if an artificial construct of law such as a company has a morality, is to value an insult above exploiting farmers which give rise to a processor's and Coles' bottom line.

Conversely, before Coles became a sponsor on 2GB, Alan Jones was talking about the Coles/Woolworths duopoly. That was noticeably absent after Coles became a sponsor.

Then Alan did say on his program which a recording is on this page said that he will challenge Coles by "...entering the ring and play the same game...." The question is will Alan's challenge continue 'the game' should Coles resume sponsorship of the program?

Thank you,
Anthony of exciting Belfield

Alan Jones says it's time he entered the ring against Coles
Anthony The Koala
2 October 2019 - 1:04pm
As I said yesterday (elsewhere), RN at 6.4% beat 2CC at 5.8%. Time will tell whether 2CC's numbers will surpass RN's.

Anthony of downtown Belfield
Jones has an effect on Survey 3 in Canberra
2 October 2019 - 12:14pm
The main issue with apologies in radio the days is that they are delivered once all other avenues have been exhausted.

Can you still class the belated apology as “heartfelt” or strategic?

Kyle offers up an epic apology of biblical proportions


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