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Archives for October 2008

Aaron Worsham / Oct 3, 2008

Artificial Stupidity

The title is borrowed from a presentation given by Nova Spivack, CEO of Radar Networks He would like us to remember that computers are suppose to do the dumb things for us, leaving time to do the smart things that only humans can do.  I am going to hijack this phrase for a sec, I hope he doesn’t mind too much.

What he is really talking about is Semantic Web, a subject which he speaks passionately on in this Next Web Conference presentation.

Nova Spivack at The Next Web Conference 2008 Note: The first third of this 45min video is explaination, middle third is examples and the latter third is questions. Pick your poison.

My concern with explaining anything about the next big thing on the web is that so many people are having trouble finding room for the now big things on the web.  Social graphs, community and transparency may not be the hit we were all hoping for with the business world because it assumes too much change in the way some businesses think about the relationship between themselves and their customers.  For the businesses that do embrace social, much will be won.  But all companies should be able to understand web 3.0 because it is talking about something they understand, data.  Here we should be on firmer ground because, hey, businesses have been working for years to make their industry’s data readable by computers.  I promise you that for your industry you have an association or a market research group pooling data on what your company is doing.  That data could be financial or it could be manufacturing or it could be sales or it could be more abstract.  But somewhere out there today someone is already giving your data meaning (semantics).

Now the real hurdles to understanding the ideas behind ‘web 3.0’ are the distractions.  An example: As anyone who remembers the early days of the internet can tell you, things back then were tough to navigate.  Fortunately, as Nova suggests, we are good at forcing computers to make difficult things easier.  The tedium of using telnet, Bulletin Boards and Gopher gave way to browsers which got easier over time to where now even things as complex as secure online financial transactions are possible by most people.  Web 3.0 will be the same way, where concepts that seem difficult to understand in his presentation today will make sense as easier to use tools are created.  The programming term for things like this is ‘Abstractions’ and we use them to eliminate Distractions.

So what do you get if you take the problem of computer readable data and remove the distractions?  You get a simple idea that says computers need to be able to read data on the web in context so that they can do important tasks for you without you explaining those tasks to the computer.  This is such a hugely important step in the value of the internet as a business platform that I’m still a little shocked it took a backseat to social networking for web 2.0.  Companies that are foot-forward in doing this kind of work will, in my opinion, gain tremendous ground over their competitors in terms of market credibility, which lets face it, is an enormous competitive advantage.  You want the market looking to you online for answers in your industry.  The semantic web will make someone in your industry an information leader someday.  I believe that strongly.

For anyone interested in learning more, I should point out that researching this subject can be a bit heady.  Currently approachable articles on the topic spend 4/5 of their copy describing semantic web and then hint briefly at the players invloved, skipping real world examples altogether.  I would start my search at the w3c.org site with terms like rdf and semantic.  The W3C is the standards body for many of the ideas out there so people turn to them when they are looking for information.  Also, you can look at Radar Network’s application called Twine for more concrete examples.

Sarah Worsham / Oct 2, 2008

Customer Service is the New Marketing – Interview with Get Satisfaction

We’ve been talking a bit about branding and customer service – about how they are inter-related and can impact your overall business.  In this interview with Lane Becker, co-founder of Get Satisfaction, he discusses customer service as the new marketing with interviewer Joshua-Michele Ross from O’Reilly:

In the interview, Lane points out that customer service has traditionally been considered “customer-avoidance”.  Metrics measure customer service were about treating customers as numbers and closing as many issues as quickly as possible (problem tickets and time on the phone).  If customers didn’t like how you treated them, there was little they could do.  The Internet has changed that by allowing a disgruntled customer to reach millions of people (as well as satisfied customers).  So there is a huge opportunity now for very cheap and powerful marketing through good customer service.  Thinking about customer service as part of marketing can help change corporate attitudes and open the doors to meaningful conversations with your customers.

If you have questions for Lane, you can post comments on the original blog post.

What opportunities does your company have for good customer service?

Technorati Tags: customer service, brand, branding, social media, social media strategy, internet marketing, online marketing

Sarah Worsham / Oct 1, 2008

Good Customer Service Saves The Day

seattlemunicipalcustomerserviceYou’ve heard it said before:  good customer service will lead to repeat business. How many of you take that truly to heart and apply it across your entire business?

Cue story…

I work from my home office, but I like to get out to meet people and sit in a new environment from time to time.  Last week I decided to try a new local cafe that had free wireless and good reviews.  When I got there, they had a great menu and comfy couches (bonus!).  I bought a tasty salad and sat down on the couch to work.  Once I connected to the free wireless, I was shown a few ads and asked if I wanted to download software to secure my connection (no thanks, I’m good).  When I’m working, I usually have several different websites open and go to many more to get things done.  On every single new page, the “free” wireless was showing me a new ad and asking if I wanted their secure software.  Every single page! After every 10th page, they’d redirect me to a list of sponsored links and require me to click on one in order to continue.  Are you kidding me?  This is not “free” wireless.  I would be willing to pay a little bit extra for my salad (like 25 cents) to have a smooth web browsing experience so I could actually work.  I was so annoyed by the wireless that I left soon after I finished my salad.

So what are the initial lessons?

  1. Are you really saving money on that “deal” from the wireless provider?  If they annoy your customers who either don’t stay very long or, more importantly, don’t come back, what is the true cost?
  2. Sometimes it’s better to pay for quality and take it as an expense of doing business.  Do you need to provide free wireless?  Maybe or maybe not.  But the Panera down the street does, and they don’t put their customers through ad hell.  How are you going to compete?
  3. Other than your main services and products, what additional services and products do you need to also provide to increase the value and revenue of your main offerings?  In this case, I think good free wireless is a mandatory additional service.

More story…

I was so annoyed by the whole situation that before I packed up, I (painfully, through more ad hell) sent an email to the cafe telling them about the situation and how horrible it was.  I was actually looking forward to having a local place I could go to work, but I certainly couldn’t work under their wireless situation.  I didn’t mention it to the cafe, but I was also looking for a local place to meeting with clients and small groups, so by not providing good wireless, they were actually losing all of that potential business as well.

Happy ending?

The owner of the cafe quickly wrote back thanking me for letting her know about the situation with the wireless.  She said she was going to look for another provider and asked me to check back in a couple of weeks.

Good Customer Service Saves the Day

Wow.  The owner of the cafe really listened to my concerns and was willing to address them in a way that would benefit not only me, but her entire business. I was extremely happy that she responded in such a positive way.  And I’m willing to wait the two weeks and check back on her progress.  Obviously, she needs to follow-through to win back my business, but she took a very negative situation and has turned it all the way back to hopeful positive.

Lessons Learned

Good customer service is more than just responding properly to support issues.  As a business owner, you need to listen to what your customers are saying and respond in a way that satisfies them.  Sometimes you won’t be able to provide exactly what your customers want, but by listening and responding to them, you have still maintained a relationship they are willing to continue.

What are your customer support success stories?

(photo by seattle municipal archives @ Flickr CC)

Technorati Tags: customer service, good customer service, business, customer retention, customer-centric

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Sarah Worsham (Sazbean) is a Webgrrl = Solution Architect + Product Management (Computer Engineer * Geek * Digital Strategist)^MBA. All views are her own.

Business + Technical Product Management

My sweet spot is at the intersection between technology and business. I love to manage and develop products, market them, and deep dive into technical issues when needed. Leveraging strategic and creative thinking to problem solving is when I thrive. I have developed and marketed products for a variety of industries and companies, including manufacturing, eCommerce, retail, software, publishing, media, law, accounting, medical, construction, & marketing.

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