When things go wrong
In technology, as in so much else, things go wrong all the time. Web sites go down, companies lose your data, and more. We all know this and – to greater or lesser degrees – broadly accept that it will eventually happen to us. The real trick, often, isn’t to prevent everything going wrong but to […]
A Design Lesson: Customers Don’t Remember Everything They Experience
My brother is an ophthalmologist in a small town in India. In his private practice, patients have two options to see him: either take an appointment or walk in. Most patients don’t take an appointment due to a variety of cultural and logistics reasons and prefer to walk in. These patients invariably have to wait […]
German User Groups Stepping Up The Pressure On SAP
The Frankfurter Allgemeine Zeitung notes that after the quarrelsome and strained relationship with former CEO Léo Apotheker, starting with but certainly not ending over proposed maintenance hikes, the SAP German User Group – DSAG is experiencing a better relationship with the SAP’s new co-CEO, Jim Snabe. What I gleaned from the article is that DSAG […]
RightNow Enables Seamless Social Interactions With Your Customers
RightNow Technologies (NASDAQ:RNOW), Bozeman based company offering a comprehensive Customer eXperience Suite, yesterday announced the extension of their Suite to support Facebook. With this new addition, RightNow Technologies is taking their customers right to the doors of these social networking sites. The Problem In today’s world, customers are more empowered than ever due to the […]
Would You Pay More for Excellent Customer Service?
A key tenant in Social CRM has always been around providing users with a better experience. In addition to delivering a great product one of the best ways to provide a better experience is through excellent service (yes there are other things). Here’s a simple personal example. In my neighborhood there are two large grocery […]
Hubris
From Wikipedia: Hubris: extreme haughtiness or arrogance. Hubris often indicates being out of touch with reality and overestimating one’s own competence or capabilities, especially for people in positions of power. When I woke up this morning the word hubris popped into my mind (I also had the weirdest dream about overcoming hurdles but that’s for […]
