technology

In the previous post I shared the first part of my discussion around VoC with Erich Dietz, VP of Business Solutions at Mindshare Technologies (specialists in customer surveys and enterprise feedback).  The key point of that post was captured in Erich’s words: “No-one is really doing VoC surveys with the customer in mind!” In this post I wish to share/discuss with you the other big issue that came up in my conversation with Eric.  Before that lets just briefly summarise best practice in soliciting customer feedback.

I like the folks at Mindshare Technologies – specialists in customer surveys and enterprise feedback. We share a philosophy, YOLOMAD: you only live once, make a difference. From what I can tell they are passionate about helping companies to get access to the Voice of the Customer and use that to improve the customer experience and cultivate customer loyalty that delivers revenues and profits.

Over the past eighteen months Internet security company AVG (disclosure – Rabbit client) has been carrying out research to see how technology has changed childhood, beyond recognition from someone who grew up twenty or thirty years ago.

I’ll be quite old then, so perhaps won’t even have the ability to touch, shout or finger my way around technology like I can now. However, I’ll be safe in the knowledge that at the ripe old age of 62 there will be lots of interesting technology out there which will have evolved from the stuff we are playing around with now.

On the Internet, we’ve reached a tipping point where more than 50% of all Internet traffic is no longer generated by humans – instead, it's generated by a motley mix of search engine spiders, bots, scrapers, scammers, hackers and, yes, spies. We are no longer talking about the Internet, we are talking about the Bot Net – a “bot-mediated reality” where algorithms and bots influence where we go, how long we spend there and with whom we communicate. 

It was not very long ago that the world was filled with objects like the dreaded VCR. That piece of crap was supposed to make our lives better by recording our favorite TV shows so that we could do more important stuff like going for dinner.

Everything human made has at some point been technology. Examples of this are asphalt, waffles, language, pencil, science and the kitchen. Lately we’ve had advances in electronic engineering, which is often what people are thinking about when they use the term technology; the PC, mobile phone, the Internet and analytics.