Blackle Jul 31 Patrick Clements

There is a new fad that is growing and this I one I hope for everyone's sake is hear to stay.  It's being 'green'.  Being 'green' is now not a term that is synonymous with being new at something, but is now seen as an iconic phrase to being more environmentally aware.  Being green is chic and it's what new in Hollywood.  Movie stars are promoting shows and movies like Animal Planet narrated by Sigourney Weaver, Inconvenient Truth by Al Gore, or the 11th Hour by Leonardo DiCaprio.  Our corporations are forming alliances with government agencies to invoke emission reduction legislation.  It is individuals being more consciously aware and starting to recycle.  And now it's even come to the web with Heap Media's version of Google called Blackle. 

Blackle saves energy because the screen is predominantly black.   An article titled Black Google Would Save 750 Megawatt-hours a Year proposed the theory that a black version of the Google search engine would save a fair bit of energy due to the popularity of the search engine.  Whether this is true or false is not the point.  The point is Heap Media is aware that consumers are interested and want to be more active in saving our planet.

The time is now when we need to be adopting the new environmental age culture.  We are in the new 'Age of Green' and we must be aware of this to compete for today's consumers.  We have added a new rule in servicing our customers.  And although sometimes 'it ain't easy being green' it is best to learn now or you may soon find yourself left out. 

The End Goal of Client Fulfillment Jul 31 Jason Moore

The greatest client fulfillment and customer service representatives have one thing in common: they understand that putting their personal ego aside to be able to fully understand the client's need is imperative.

Maria Palma from customers are always had a great post last week (I was on vacation and just now catching up on blog reading) about how strong leaders of organizations always place the customer at the forefront of every decision. 

And remember, your "customers" may actually be co-workers.  But your job as an internal support team is to ensure an excellent working environment.  This is your customer.  Are they always (or ever) at the forefront of your decisions?

Client Fulfillment: Netflix vs. Blockbuster Jul 27 Jason Moore

As anyone who reads this blog knows, I LOVE Netflix's service.  I think they are a company that focuses on the customer and, from my experience, a trustworthy company.  For example, their move last month to lower the price of the plan that I was on.  Lowering the price was not a big deal because I would have gladly continued to pay the $1 per month extra.  The difference between Netflix and other companies (such as cellular companies) is that they notified me of the reduction and automatically updated the amount I am being charged.  No "new customers only" or 30 minutes of on hold music while I wind around a phone tree.  Just a simple email to their customers letting them know their price had dropped.

Contrast this with Blockbuster.  One of Blockbuster's most popular packages is the Unlimited 3 at a time plan with free in-store exchanges for $17.99.  Well, it used to be $17.99.  How did they choose to do this?

If you are on this plan, you still have a plan named the same thing as before:  Total Access 3 at a time.  But you don't have the same plan.  What you were paying $17.99 now costs $24.99 (neraly 40% mark-up) and is called Total Access Premium.  I am very curious to hear how customers are directly informed of these changes.

In reality, this change will not effect most subscribers because the limit is placed at 5 in-store exchanges per month.  And most people probably don't use many more than that.  But that is not the point.

Blockbuster still shows that they are not a customer-focused company with moves like this. Their subscriber base is rising very fast, but according to this Washington Post article, "The gains haven't helped Blockbuster financially. The company lost $49 million in the first quarter."

It is a very easy argument to make that Netflix is in trouble due to Blockbuster's ability to use their stores in their favor.  But until they prove that they can profitably compete, and more importantly to me prove that their #1 concern is their customer's experience; then my Netflix subscription is as safe as ever.

Face to Face Client Fulfillment Jul 25 Jason Moore

Face to face service will NEVER be trumped as the best route to build a great client-vendor relationship.  Bring on the best FAQ, telephone ring-around quick answer service, wiki, or automated artificial intelligence response program.  They will never be able to overcome a great face to face meeting.

I had the pleasure of meeting with the IT support team at Franklin County Schools in Winchester, TN, this morning, and I was jacked up the whole way home.  Did they dote over me or our product?  Not really.  Did they buy anything new?  Nope.  But I was given the opportunity to work with people on improving their relationship with one of our products, bigWebDesk, but more importantly our company's community.

I'm certain they don't feel as passionately about today's training/Q&A as I do, but that is perfectly okay by me.

One of my favorite things that I saw today is how Alan Clark, CTO, empowers others on the team to provide and, more importantly, own key parts of their department.

As you have read on here before, I really enjoy seeing teamwork in play when it comes to focusing on providing a better customer experience (whether you have internal or external customers).

Thanks to Alan and the whole team for inviting me in today.  I look forward to our next meeting.

When The Customer Is NOT Right... Jul 23 Jason Moore

Client fulfillment is NOT about always agreeing with the customer and doing exactly as they say.  It is about you and your company deciding that your client's experience with your company is a positive one and improves their life and/or job.

And this brings me to my point: Netflix rocks!  The argument of Blockbuster having stores as a catalyst of the downfall of Netflix will only be quibbled by someone who has never had the pleasure of being a Netflix customer or did not take full advantage of what they have to offer.

What inspired me to write about it now?  A recent call to Netflix after not being able to resolve a problem using the Watch Now feature (which is oddly not discussed on their website until you are a member).  After going through their very thorough FAQ section and running what seemed to be a very clear solution path, I called the number suggested in the FAQ if trouble continued.

Lo and behold, it was a number directly to a person that specializes in the Watch Now feature.  That felt good.  Nick, the Netflix rep, had two skills that stood out:  1. Nick was a geek.  2. Nick cared.  It was awesome!  These two skills are extremely helpful when you have a frustrating situation stemming from technology!

After about 5 minutes of clear instructions from Nick, we (really he let me come to it myself) decided that my bunky video card could not handle the load.  End of call?  HARDLY...

After a question that I was merely thinking out loud about video cards, Nick gladly gave me the beginner's guide to video cards, who the trusted manufacturers are, how much I should pay for one, and where I could get one (off the record, of course).

So I hung up the phone in a situation where most companies would have merely stated "Not our responsibility" and left a fuming customer (or more likely ex-customer).  But this time, I am even more excited that Netflix is a company that I support.

Total Access? Puhlease!

Getting taken to the Cleaners Jul 17 Patrick Clements

One of my biggest fears.  I can't stand it when I purchase something I am not real familiar with and then walking away feeling I just got taken to the cleaners.  Regardless of the industry, if I don't know the service or product and what is the typical industry norm'  value I immediately start to think 'Yep, I am going to get hosed'. Some of my quick examples...AC unit repair, automotive repairs, and legal work just to name a few.  For others it might be computer equipment and repair, TV and/or home stereo purchases, or home construction projects. It has to do with industries that either deal in a defined skill or offer a more complex product then say buying groceries.  If you are in these types of defined skill industries then it would serve you best by reassuring your potential customers they are making the right decision by using your organization.  Use comparison charts, detail your expenses, educate your customer, provide guarantees and satisfaction, and make your customer feel good they are making the right decision in doing business with you.

Sooner or later you will be this customer and it would be a nice feeling walking away like you got a great deal. 

4th of July...A Real Customer Experience? Jul 03 Patrick Clements

For a moment let's think about the original colonies of America as being customers of the British crown.  After all this land was a great trading post for Great Britain and it was seen as a high yielding investment strategy for a lot of Englishmen.  Great Britain was the McDonald's of our generation setting up micro colonies all over the world.  The colonization of America was the height of the English rule and it's continued pursuit of global influence. 

So what happened??  Why the day off, all of the fireworks, and BBQ?  I think the King forgot who his customers were.  He dictated what they wanted, how they should behave, and what the rules were going to be.  So what did his customers do?  They revolted. 

I think in some stretch this is very applicable to businesses today.  We need to continue to listen to the grumblings and concerns of our customers.  We need to be willing to give up a lot of what we have known to be true for so long and adapt to the changing world around us.  If not then your customers could revolt on you.  Hope everyone has a safe and happy 4th of July and may God Bless our Troops! 

Never Shutting Computer Down Jul 02 Jason Moore

We have had a report of missing classes in bigWebDesk this morning since the upgrade.  This is related to people who have not logged out of the system since it was updated.

Overall, you should turn your computer off when not in use to give all of the mechanisms a break as well as letting your computer reset itself.  This is not necessary for bigWebDesk, but it is necessary to at least start a new browser.

If you are seeing tickets come in without classes, have that customer log out, start a new browser, and log back in.  Then give them the bonus advice to help lengthen your assets' life. ;)