Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos
Microsoft Preview Site
Fully responsive, preview site for Microsoft. Beautifully done.
Fully responsive, preview site for Microsoft. Beautifully done.
Via Washington Post:
Microsoft will make a $300 million investment in the subsidiary for an approximately 17.6 percent stake. Barnes & Noble will own about 82.4 percent of the subsidiary, which has yet to be named. The companies say the subsidiary will help to speed the transition to e-reading. Barnes & Noble sells the Nook e-reader. The Nook app will make Barnes & Noble’s catalog of e-books, magazines and newspapers available to Windows customers.
Guess the Microsoft – Barnes & Noble lawsuits are history?
I had blogged previously about the Microsoft Retail Experience. It appears that Microsoft has decided that David Porter will join the company as corporate vice president of Retail Stores. He will lead Microsoft’s efforts to create a better PC and Microsoft retail purchase experience for consumers worldwide through the development and opening of the company’s own retail stores.
If you own a Blackberry, Google has introduced one more reason to switch to Gmail by way of their Google Sync tool. In addition to Google Sync’s ability to keep your mobile devices in sync with Google Calendar, a new feature now available is the ability to synchronize contacts between the BlackBerry and Google contacts. This improvement offers automatic, two-way synchronization between your BlackBerry’s built-in address book and your Google Apps contacts. From Google Maps to Google Contacts, it truly is helpful to have a central repository of contact information and this is making it harder for someone who has switched to Gmail to consider moving back to another service provider.
So, even though Microsoft has shared contacts with Hotmail, Xbox and the Zune, there’s still places like the Blackberry or Windows Live Maps where access to Windows Live contact information would be very helpful, and the lack of such a service from Microsoft makes it harder to continue justify using their services.
Would you visit the Microsoft Retail Experience Center?
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.