Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos
7 Minutes of Terror
Coming to a planet near you.
Travel content from Leo Nelson
Coming to a planet near you.
First-class air cabins - interesting that no American airlines made the list. Different priorities?
For some odd reason finding a shuttle service from Philadelphia or Philadelphia International Airport to other places ended up being a bit more difficult than I expected. For others, in search for shuttle services check out:
Alas, yet another post that I started back in July but never got around to completing it. So, for those of you with fancy blog readers such as Google Reader or Newsgator or RSS Bandit, you’ll know that I actually completed this post in December. For the rest of the world here’s a small glimse of the trip to Florida in July 2006.

During the first week of May I visited Microsoft’s Redmond campus. The whole purpose of the trip was to attend the annual MSN Butterfly Tour – an MSN Butterfly is a volunteer who provides feedback to the various teams at Microsoft launching products through MSN or Live.com
I’ve setup The Redmond Gallery using SlideShowPro to display the 50 odd pictures I took while at Microsoft’s Redmond campus. Also, thanks to Ryan this initial photo collection has expanded with his contribution of pictures.
Without further ado here’s a very brief synopsis of my first trip to Microsoft:
Day 1:
Departed from Philadelphia bright and early. Was bumped up to first class thanks to the Silver Elite World Perks Program on North West Airlines. YAY for first class since I was hungry and they actually serve you something other than in-flight magazines to eat. After 5 hours of flying and transit through Minneapolis I land in Seattle-Tacoma International Airport (SEAC or SEA-TAC). I had previously co-ordinated to meet up with Eric and Nancy and thanks to Nancy’s friend Linda we were able to to move around Seattle a bit more easily. Redmond is about a half hour from Seattle and the entire drive to Redmond is filled with this picturesque landscape. Microsoft knows how to impress by playing the hospitable host and upon arrival at the Redmond Marriott we were immediately made aware of this through small welcome presents (e.g. chocolate, stuffed toy, welcome card). I spent most of the day exploring the Redmond Town Center and finished off the day after the Mixer that Eric and Nancy put together. Sorry no pictures on the Mixer.
Day 2:
If anyone on the trip figured out how to get the alarm clock in the hotel to work they definitely deserve an award. Anyways, by 7:00 AM everyone is at the Microsoft campus and following brunch we’re briefed by Blake Irvine, Corporate Vice President, Windows Live Platform Group. The Microsoft campus is big. It’s like a university with tons of soda machines and geeks everywhere, and now apparently there’ll be towels and Starbucks coffee too. Everyone you talk with, has this amazing understanding of technology. They’re also hiring like crazy based on the 200 person new employee orientation we ran into. The cafeteria serves food like they’re trying to feed a starving campus. The whole day was filled with product demonstrations and feedback sessions. My goal to meet with the Custom Domains team was accomplished and provided as many feature requests that I felt they were lacking. We also ended up meeting people like Leah from the Windows Live Messenger Team and were given sneak peaks at the Messenger phones that have now launched. Microsoft treated us to dinner at the Columbia Winery - Washington State’s first premium winery. Anyways, after dinner at the Columbia winery I crashed.
Day 3:
Another day of product demonstrations, feedback, surveys and glances at what’s coming over the next few months. Finally met Sanaz from the Live Team and Moz from the Spaces team. We got a better idea of products like Max and the void that they’re trying to fill or visualize. The day ends with a trip to the company store to finish our vouchers and with final farewells at the visitor center.
It seems that every Microsoft employee or product team with a blog connects with their audience much better. We could finally put faces to names and tons of ‘oohs’ and ‘ahhs’ and ‘please scrap that feature type or else …’ feedback were easier to provide to people who had talked about their product. Nevertheless, everyone from the Butterfly group was here determined to make their feedback into one of Microsoft’s plethora of products. Everyone from Microsoft was there determined to make their product the best. Talk about passion from both sides. Overall, this trip had a bit of everything – a great trip, a short trip, a networking trip and most of all a much enjoyed trip. Infact, even if Scobleizer wasn’t there you didn’t need his presence to realize that this was one group of people you could trust would do their best to make sure that their product met your needs.
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.