Ben Wise on Branding

Watching the world through the lens of the brand

Can Google Support the Nexus One?

with 4 comments

The blogosphere is buzzing with the launch of the Google Phone, aka the Nexus One. Reviews of the product vary. Some have been very positive. Others, not so much. Either way, more competition is good for the consumer who has more choice and will enjoy more new features coming from all major players. But can the Nexus One live up to the hype and match the success of other Google product launches?

I see two key issues on the horizon. A big question remains about whether or not people will buy a smart phone without seeing and touching it first. This wasn’t a problem for the iPhone. Nobody lines up for hours if they haven’t already made up their mind to buy it. But the Apple brand has proven effective at generating the buzz required for this. Google has a history of quietly bringing in new products (Wave being an obvious exception) and letting the early adopters build the user base. With CES, an Apple Tablet, and the next version of the iPhone all coming soon, it will be hard for Google to gain traction for an extended period of time.

The other big question mark for me is their ability to provide customer service. If you buy the phone directly from Google, the carrier you choose separately isn’t going to provide tech support for the hardware. I have twice had to contact Google for customer service. Once it was quick and easy, and the other time it was so frustrating that I gave up. I doubt that 50% will be good enough against Apple and Blackberry. As their first hardware product, Google’s customer service capability, which is a key part of the Nexus One brand, is untested and could prove a big liability.

On the upside, the biggest impact of the Nexus One could be that a major mobile player is (finally!) selling an unlocked smartphone. This has the potential to change the dynamics of the industry and give more power to consumers while making the carriers more of a commodity.

What do you think? Will the Nexus One make a serious run at Apple or Blackberry? Will it change the industry the way that Google has done elsewhere?


Written by benwisebranding

January 6, 2010 at 6:05 pm

Posted in Tech

Tagged with , , , ,

4 Responses

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  1. Looks like your concerns are coming true. Well played, Ben. I am enjoying the blog, keep it up!


    January 9, 2010 at 7:15 pm

  2. I just wanted to leave a quick comment to thank you for your blog! I really enjoyed your blog site!!! Would you mind terribly if I put up a return link from my web site to your blog site? Keep up the nice work! Well Wishes!

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    January 10, 2010 at 6:56 am

  3. Thanks for your comments! Feel free to link to the blog- would be greatly appreciated


    January 11, 2010 at 1:37 pm

  4. […] Google Customer Service Hurting The Brand? As predicted in our post last […]

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