Yesterday was the day that Google changed the mobile landscape. Jan 5th, 2010 was the day that Google changed the way that consumers buy & use their phones. Well at least that’s the way the blogs would have made it seem. But actually what happened is nothing new than a new phone release.

If you haven’t heard Google released the a new phone called the Nexus One1, which is mix of the T-mobile MyTouch and the Verizon Motorola Droid. The Nexus One is a completely touch screen phone (like the MyTouch) but is a larger screen (as seen on the Motorola Droid). The Nexus supports a much faster processor, the new (and unreleased) Android 2.1, has a 5 megapixel camera with an LED flash. That’s what Google is offering. To me, its nothing that breaks the bank. What does break the bank, however, is the price. The Nexus One costs $530 unlocked and $180 for a NEW customer just signing up for service. Now with the way the mobile market is going, I doubt that wireless customers are going to want to pay that amount for a phone that isn’t too revolutionary from the rest of the pack of all touchscreen phones.

A new phone however isn’t what Google really needs to focus on. What Google needs to do however is focus on Customer Service. Since Google is penetrating the device side of things such as: mobile phone operating systems, a notebook operating system, e-mail, voice; it needs to focus on making sure the end user experience is solid. The people who are creating this wonderful technology aren’t making it easily useable for the customers. For example if you are having a problem with your email then you have to fill out a form and Google will have to contact you back…at another email address! That’s not going to work for more than a handful of customers who don’t have a secondary e-mail address. Another example of this is Google Wave. Google has multiple YouTube videos explaining what Google Wave is, but they are so long and technical that after the 80 minutes it takes to watch the video the end user is still left confused on what the product is2. Google needs to tie its amazing technical savvy with customer service skills. Google has teamed up with the company that brings world recognized customer service.

What Google really needs is to follow in the footsteps of it mobile business partner (T-mobile) and its rival frenemy (Apple) and open retail locations. Retail locations inspire confidence in a mobile brand. Imagine a Google retail store that will sell unlocked Android phones (such as the Nexus One), contracted phones (Droid, MyTouch, etc) and their service (i.e Best Buy & Radio Shack), as well as offering technical support for their phones and web products (i.e a Genius Bar). People would flock to stores because they would offer services and products that they want. Envision how many more Kindles Amazon could have sold if people could have gone to a retail store to purchase them. Google has the ability to make themselves a formidable service company…however to do this they need to update the way they deal with their customers.


  1. Nexus One website
  2. Here’s a link to a short video that explains one of the many possible uses to Google Wave >
  3. What is Google Wave?