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PayPal has announced a limited release of PayPal Mobile, which enables you to send money via your cell phone.

Read more about it here (PayPal) and here (PC Pro)

roar at roarweb dot com

Now you can run Windows XP on a Mac.

I wonder if that will change the customer experience???

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The HD and Blu-ray DVD format discussion debate will likely go on for a while. Each format seems to have its advantages.

To help, or take advantage of (depending how you look at it), customers who will face a period of frustration with competing systems, LG has now promised a dual player system. Read about it here.

Problem partially solved!?

roar at roarweb dot com

I think the latest Microsoft TechNet mailer show that they don’t understand the new realities of the “conversation“.

I recently received a marketing piece for TechNet Flash from Microsoft Canada. I looked at the copy on the front and thought “Wow, they just don’t get it!”

The copy read:

Some people believe it is who you know that gets you ahead.

When I opened the piece I saw that it wasn’t as bad as I first thought:

Members of TechNet Flash believe it’s what you know, too.

The “too” at the end made the difference. While “what” absolutely is important in the technical arena, the Cluetrain Manifesto showed us that “who” can be even more important.

As a provider of technical knowledge TechNet tries the typical approach of making their stuff “the most important thing since …”.

What’s wrong with that you might ask? Well, to really show their class I think they should have acted differently. By wording their marketing piece differently they could have acknowledged that they understand the importance of the “conversation” - and at the same time underlined the importance of technical knowledge.

Let’s face it. With 95% of all jobs never advertised you need to know somebody. Without contacts you are stuck! Thus the importance of “who”. When you know somebody you have the possibility to get ahead - if you know “what”.

So, while Microsoft got both of the elements in their message, I think they should have stressed the overall importance of “who” much more, and then played the “what” card.

One possible option:

Networking expertise is important. It is who you know that might get you ahead!

Networking expertise is important. Do you know what to do to run your network properly?

Any other ideas? Suggestions welcome!

roar at roarweb dot com

From allheadlinenews.com:

Study Identifies Reasons Behind Poor Cellular Phone Customer Service

Kirk Parsons, senior director of wireless services at J.D. Power and Associates says, “As more wireless companies encourage customers to try new services, it has become more difficult for the customer service representatives to be fully trained and kept apprised on the latest products being introduced. The downside is the carrier runs the risk of decreasing customer satisfaction and losing customers to other carriers.”

I don’t think this was a surprise to anyone focused on process and customer experience management. Successful product introduction goes far beyond manufacturing, sales and marketing. You need to take internal processes and capacity into account.

roar at roarweb dot com

I used to have a Mac … a long time ago … I had a Macintosh SE and a Mac SE30. I even used to carry it with me to school for project work.

Maybe it is time to get one again…

Apple has just introduced their MacBook Pro! With an Intel processor.

Starting at $2299 Canadian or $1999 US.

And ipod now has radio! About time!!

roar at roarweb dot com

Deviant bananas are what the manufacturer of the Banana Guard calls the 10 % of bananas that do not fit into their product!

Q: “Not all bananas are the same size or shape, so how can the Banana Guard fit them all?”

A: The Banana Guard was specially designed to accommodate the majority of banana sizes. Our testing indicates that over 90% of commercially available bananas will fit into the Banana Guard. Highly curved bananas can be straightened ever-so-slightly without harm to fit the Banana Guard shape. The opposite holds true of very straight bananas.

200,000 units sold last year. Not enough for 3 Vancouver based ER doctors to quit their jobs yet, but still. Sold internationally, also available online.

roar at roarweb dot com

A COCO Gift Card is a personalised prepaid Gift Card that looks like a credit card, but works like a rechargeable gift certificate.

Cool!

roar at roarweb dot com

Vision is critical when you try to manage the Customer Experience. Good research tools are critical to enable proper Customer Experience Management (CEM).

Over at Vision Critical, the latest Angus Reid project, they have been busy building new market research tools. According to a quote from Dr. Angus Reid, CEO of Vision Critical (and “Industry Icon” according to their web site), they have “..squeezed the functionality of a large research enterprise into a software system..”.

Vision Critical’s products include:

Panel+ , an Internet based panel management system that will take care of everything, from profiling to surveys to reporting.

Fusion, a complementary suite of rich media applications that include interactive visuals, streaming video and 3D virtual environments.

FasTrac, a service for those who want to outsource the development, programming, and hosting of their online surveys.

Their efforts are starting to pay off, and Much Music, one of their clients, was recently named “Brand Of The Year” by Strategy Magazine.

I have tried Vision Critical’s demo of Fusion Online Shelfset. I like the idea, but not the interface. Instead of requiring an user to click on arrows to navigate around, I’d prefer an Ajax[Wiki] like application interface where you can move around using your mouse pointer. Google Maps is a good example of such an application.

Unfortunately I don’t think Ajax would be able to provide the needed data for proper analysis of what takes place during a session. [Please let me know if such tools are available!]. And without data your research results aren’t that good.

For those interested in Ajax Applications and the customer buying process: In New Zealand Tim Haines has invited to a “blogversation“ to see “…how AJAX could be used to improve one part of the shopper’s buying process”. Elsewhere, Dan Grossman [A Venture Forth] has a list of “Top 10 Ajax Applications“

Good research information and analysis is important for proper management of the customer experience So is the usability[wiki] of interface (tool) facing the customer.

Bernd H. Schmitt, in his book about Customer Experience Management (CEM), suggests there is a five step process to connect with your customers at every touch-point.

· Gain original insight into the customer’s world
· Develop an experiential strategy platform
· Create a unique and vivid brand experience
· Provide dynamic interactions at the customer interface
· Innovate continuously to improve customers’ lives

The tools from Vision Critical will be helpful for those trying to develop a successful CEM strategy. A note of caution though, to all those trying to develop better relationships with their customers: Not all customers are equal! Some will be profitable, many not. Do your research and then develop your initiatives focused on those that will help grow and sustain your business.

roar at roarweb dot com

Technorati just introduced changes to their ping page.

Now you can see when Technorati last visited your blog and submit a ping for your claimed blogs with one click. Cool.

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