SXSW 2011 Highlight Reel: Groupon Client Airs Beefs and Benefits of the Daily Deal Service

Frank Gruber, CEO and Co-founder of Tech Cocktail, and Travis Kalanick, a longtime Silicon Valley entrepreneur who runs online car service Uber—and is a Groupon client—responds to the company's presentation at SXSW, taking the opportunity to call them out for shoddy service. When Groupon's SVP of sales stands up in the audience to respond, things get interesting.

1. Frank Gruber, CEO and Co-founder of Tech Cocktail, talks about the future of social marketing: real time. 

2. Travis Kalanick, a longtime Silicon Valley entrepreneur who runs online car service Uber, tells of his troubles with Groupon, and, from the audience, Darren Schwartz, Groupon's SVP of sales, jumps to the company's defense

3. Fast Company writer Anya Kamenetz starts the conversation asks about the uniqueness of the Groupon formula. Both Travis and Frank say the company has a voice and they've found it. It's their biggest strength.

4. Travis explains why Groupon doesn't get enough credit, and how they're not going anywhere soon. This is just the next generation of coupons.

5. Travis explains that, in his experience with Groupon, the big issue is the disconnect between marketing and client service—the company is not connecting the actual experience of using Groupon with the promotion of the service.

6. Travis says that everything on the marketing side is disconnected with the operations side. Maybe it's because they've grown too fast. Promises are made that aren't kept, he adds.

 

 

Watch the whole panel presentation

Read more about the Groupon beef at SXSW

Read more SXSW 2011 Coverage

 

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2 Comments

  • Winstonn

    I agree that Groupon's marketing is disconnected from the operation. If they are going to control the copywrite then they should make sure it does a better job of representing the product/service it's promoting. Here is an example of poor copywrite on one of it's deals. Does Groupon believe Price > Promotion?
    @Commercial_Free