On Customer Empathy: A Tale of Two Customer Experiences. Apple Versus HP. HP Is the Gold Standard.

by: Idris Mootee

Continuing on the subject of empathy, Empathy is key in customer service and it’s not something you can embed in a script or redesign process flow to make it happen. Especially in call centers, medical services, technical support, hospitality — places where expectations are high and people feel vulnerable … those are the place we need applied empathy to convey to the customer that they understand them and truly care to help resolve their issues. Not reading from a script.

Continue Reading

Why Would SaaS Adoption Raise in an Economic Downturn?

Continue Reading

Beyond the Crisis - the Importance of Wealth Creation and Enterprise Software

by: Sigurd Rinde

2009 looks bleak, people are nervous, businesses have found the handbrake and sounds of changing gears without using the clutch can be heard.
But a crisis has a side effect; it spurs changes and new ideas that moves society forward. Even stronger, it cries out for changes and new ideas, just cost-cutting your way forward does not cut it.

As I said to my EI friend Dennis the other day - you have two choices:

Continue Reading

IT and Oldies

by: Dick Stroud

Victor Keegan, who writes for the Guardian has had the same problems with the registration process of the Finerday web site. If anybody from Finerday is reading this blog please, please drop this over-complicated procedure. It looks clever but it is not suitable for the target market.

Continue Reading

Teaching How to Fish - IT's Ultimate Purpose

by: Sigurd Rinde

“Give a man a fish; you have fed him for today. Teach a man to fish; and you have fed him for a lifetime”

Roughly translated to business and IT it would be:

"Give a man IT applications; you have made him profitable for today. Enable a man to change his ways; and you have given him the potential to profit for a lifetime."

Continue Reading

IT Risk - Platform and Architecture Matter

Continue Reading

What do Movies and Junkyards Have in Common?

by: John Sviokla

Strangely, the media businesses and industrial companies are both facing a similar challenge – the dead hand of the past is influencing today’s product/service strategy.  The article in this week’s WSJ on Schnitzer Steel Industries, Inc, and other junk yards is one example of a growing trend in the global economy – the merging of the new and the used market, or in media, the merger of the “now” and the “then” market. 

Continue Reading
Subscribe to RSS - IT