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| | | Blog -
I have worn glasses since I was ten. It started when I could not read the backboard from my desk. I asked to be put in the first row. Then I would scoot my desk up closer to the blackboard a little at a time so no one would notice. Eventually I was so close to the blackboard that everyone noticed and my teacher recommended to my parents that I see an eye doctor. On the way home from the eye doctor, fitted with my new glasses I was amazed at the world around me. The full moon was not really a fuzzy... -
Steve Jobs 1955-2011: The Genius Of Customer Experience When it comes to defining and shaping the customer experience, Steve Jobs (and Apple) is probably king. Here’s to the sad passing of a great innovator, visionary and master of the customer experience. -
The recent troubles in Egypt has once again gotten the chattering class all excited about the role of social media in mass movement protests. A recent article published on the Stratfor web site thoroughly discusses the power and limitations of social media as a tool for protest, and it brought to mind an executive roundtable discussion I attended last November at Management World Americas in Orlando where there was quite a bit of emphasis on social media as a powerful customer relationship and experience... -
If you use Facebook, then you’re probably familiar with the “like” button which you show whether you like or agree with something that’s been posted. However for service providers, most of the time that they get feedback from customers is unfortunately as part of the trouble-to-resolution or complaint-to-resolution process when they DON’T “like” your service When a customer consumes a specific service ranging from a voice call, video on demand, or visiting a retail store, in most of the cases, you... -
Most people associate Apple with a great customer experience without thinking twice, helped along by Apple’s impressive online ITunes and app stores, sleek retail stores and stylish devices. But following the launch of the new iPhone 4 onto the market, we found out that even Steve Jobs can make huge customer-experience mistakes. Within a few hours of the launch, a customer sent a direct e-mail to Steve Jobs complaining that when he places his hands on the iPhone’s steel bands, the iPhone loses its... -
Customers have more control than ever before which is great news for me as a consumer. I have loads of devices, functionality and service providers to choose from, although it’s true that it can be hard to resist the lure of a brand. When customers buy a product or service, sometimes it’s down to the fact that they have certain expectations of the customer experience that should come together with it – especially if it’s a strong brand – ranging from the products, packaging, price, marketing, to... -
In the movie “ Outsourced ”,the management of an American novelty products company ends up doing everything it can to reduce its average handling time (AHT). Whether that is or isn't the right road for the retail industry to follow is debatable, but I don’t think it’s the right trouble-resolution approach for service providers to take. A while ago, my wife and I upgraded our old devices to similar new phones which came with a new attractive bundle. However, whenever I tried to send a photo that... -
Quick blog post here... I read a great interview article with Glenn Lurie (AT&T's iPhone deal guy) in Fierce Wireless and includes Q&A on CSP culture and Customer Experience "LGBUPS model--very similar to what we call touch points across the Customer Experience Lifecycle... http://www.fiercebroadbandwireless.com/story/ts-lurie-taking-risks-and-changing-business-models/2010-03-16 Lots to learn from this interview. Stephen twitter: sfleece_tmforum -
An interesting, research-based outside blog post on data integration and customer experience by Teresa Cottam... http://www.microsperience.com/?p=1305 -
The relationship between the quality of service and its impact on the quality of experience seems to vary on time depending on the degree of development and stabilization of the service and the underlying network. This would mean that once the service is assured, its quality of perception will relay stronger on other subjective parameters (KEI) rather than QoS indicators (KQI/KPI). This way, for PSTN/PLMN services, the quality of experience for voice services (with usual ASR/NER parameters exceeds...
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