Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos
Umbrella Today
Umbrella Today – simplest weather report ever.
Productivity content from Leo Nelson
Umbrella Today – simplest weather report ever.
Some day I hope that I’ll make time to read all of the books listed on the 100 Most Influential Books Ever Written page. Out of the list I’ve read a few but it’s time to review and re-read by way of an Audible subscription – another addition to my wish list on Amazon.
Just came across another great Lifehacker article titled Track Amazon’s 30-day refund guarantee with Refund Please.
Apparently, similar to some other stores, if the price of an item you purchased from Amazon.com drops within 30 days of the purchase date, Amazon.com will credit you the difference in price. This is great for anyone who shops on Amazon.com except that checking the price on a daily basis can become quite a pain.
Enter Refund Please – a site that checks the price of the item you purchased daily and sends you a message if the price drops and also includes the relevant links and information on how to claim your credit. I’ll try and use Refund Please for some of my most recent Amazon.com purchases but am also curious about Price Protectr - a site that offers a very similar service but covers purchases from Amazon.com, Backcountry.com, Best Buy, Circuit City, Costco, Future Shop, Jenson USA, Office Max, Sears and Target.
(IN)SECURE Magazine has just released Issue 6. This edition includes the following:
- Best practices in enterprise database protection
- Quantifying the cost of spyware to the enterprise
- Security for websites – breaking sessions to hack into a machine
- How to win friends and influence people with IT security certifications
- The size of security: the evolution and history of OSSTMM operational security metrics
- Interview with Kenny Paterson, Professor of Information Security at Royal Holloway, University of London
- PHP and SQL security today
- Apache security: Denial of Service attacks
- War-driving in Germany – CeBIT 2006
I’ve been on and off the Getting Things Done lifestyle as described in David Allen’s book. Whilst, I’m not yet at the point of evangelizing the change, I definitely think that I’ve been able to improve certain elements of how I receive and process information. Recently I came across a message on What’s The Next Action regarding the 6 types of e-mail that people typically receive and how to best process them.
In general by following some of the above principles I’ve been able to keep my Inbox down to about 10 messages and when I go on vacation or the semester starts it’s becoming much easier to return to the ready state of 0 messages in my Inbox.
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Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos
It’s not a big deal finding a toll free number for a company, but finding a toll free numer that can eventually lead you to a live human operator is becoming an ordeal. Thankfully the good folks over at Quickbase have a customer service chart with shortcuts you can take to avoid the typical corporate Interactive Voice Response (IVR) system – the press #1 followed by 2 followed by 3 followed by ‘Please Try Again – A Response Is Required’ system.
Two numbers I definitely need from the chart are for Amazon.com (800-201-7575) and for Comcast (800-266-2278). In the past my computer manufacturer’s number would have been on the list, but unlike Dell, Gateway has a much more friendlier and more efficient customer service team and as a result I’ve never had to wait more than 2 minutes to speak to a customer service representative. In fact just two days ago when I called to have my laptop CD-ROM drive fixed, the whole troubleshooting process and new shipment confirmation was done in less than 5 minutes.
As a consumer, if I can speak to a company representative in less than 2 minutes and get a problem fixed in less than 5, you’ve essentially got me locked in as a life time customer.
Yesterday I received an email from a Hotmail Product Manager asking if I was still having trouble with connecting to Hotmail via Outlook/ Outlook Express. I was baffled; my blog post about my negative experience with Hotmail was heard and after a couple of e-mail exchanges my problem was resolved. Although, a large part of this solution was probably because of my beta testing experience with Microsoft, I’d like to think that that Aditya Bansod took time to listen to my feedback and act on it, and ultimately reflect very, very positively on the new ultimate listener on the block – Microsoft.
As I blogged about earlier, I think that a company that is willing to exceed the wants and expectations of the customer ultimately wins the battle. In my opinion a listening company encourages constructive feedback back to the company and also creates massive positive word-of-mouth advertising. After this experience you’re going to have to work twice as hard to get me to switch to a competitor’s product and to any company customer loyalty is the ultimate prize.
Thank you Aditya for listening and solving my Hotmail problem. It seems like the new team working on the Kahuna/ Mail Beta is dedicated to changing the service lockin perception and has already laid an amazing foundation to support this change.