In part 2 of a 2 part interview, John Moses, global Vice President of Customer Support for Palm, answers questions about Palm’s unit replacement program and about other issues relating to Palm’s technical support.
I just received a call on my cell phone from T-mobile and was extremely impressed with their customer service. Over the past few weeks, I’ve noticed that the level of service has degraded (meaning that my signal is not as clear as it used to be). I’ve never complained about this to them but they called in to check how happy I was with the service. Once they identified themselves and made sure that I was the person holding the account, their first question was “how happy are you with the service?” I told them that I thought the quality of service had degraded over the last few weeks (being a long-time mobile phone user, I’ve resolved myself to the fact that service degrades over time as more people join a particular provider. As a result of that low level of expectation, I had assumed that filing a complaint would not accomplish anything.) However, the minute I mentioned that fact to them, they started asking more questions: Where did this happen? How often? Once they got all the details, the T-mobile representative told me that they were crediting my account for twenty five dollars to make up for the trouble.…Read More
Imagine an industry where customers are leaving more quickly than they are joining. If you were part of that industry, would you: try to increase your level of customer satisfaction ? or fight any provision that would increase competition in your industry? If you are the wireless phone industry, you will go for the latter. The issue at hand is number portability. What is number portability? Well, put quite simply, it is a way to be able to use the same phone number regardless of which service provider you are using. It is essentially what now allows us to change long distance service or local service carriers from our incumbent bell operating company (for example, Verizon in New York) to another service provider (following the same example, one could now go to AT&T or RCN for phone service). Technically, and from the consumer standpoint, it’s a really great idea that fosters choice and increases competition. To the existing phone monopolies, it’s a nightmare because it means that they now must be offering better service or face losing their customers to the competition. The history In 1996, under section 251(b)(2) of the Telecommunications Reform Act, the US government specified that all…Read More
This week, Microsoft launched the Xbox, a new gaming system that takes the Redmond giant into another market. Today, Nintendo is unveiling the GameCube, their new entry in a battle they have fought with Sony for many years. With these new gaming stations entering the market, a new war is starting and in the end, it is a war that may change the way we all watch TV, listen to music, get movies, or play games. As many of you already know, the game station is a small box that attaches to your TV and on which you can play video games. However, the firepower of new generation boxes now on the market is now equivalent or higher than that of most computers. The main logic behind this was that gamers wanted a more realistic experience and crunching 3D representation in an ever-changing environment required more and more processing power. Playstation 2 opens the gate Last year, Sony introduced the Sony Playstation 2, a new gaming system that included a built-in DVD player and a 3D graphic engine that made computer video card look ridiculously outdated. At that time, Sony admitted that their goal was to go beyond games and…Read More
Recently, I tried a new application called MediaBridge from Digimarc. The basic concept is that if you have a quickcam or scanner attached to your PC, you can access extra content through a URL embedded within a newspaper or magazine page. Interesting concept as one could see this being used in Internet directories or for more information on a particular article. However, the focus here has been on advertising and advertising alone. Wired is the first publication to test it out and there are ample benefits to the advertisers. First of all, they can track what publication has prompted someone to go to their site and second they can target readers of those pubs with different messages. Interesting concept but what’s the advantage to the customer? Unfortunately, Digimarc’s approach is not that uncommon in our industry. Designers build sites that are beautiful eye candy requiring tons of plug-ins and then wonder why more people are not using them. The answer is quite simple: customers do not like to download plug-ins and a recent study showed that customers do not even care that much for graphics on a page. In a reversal of what is happening in the print world, Internet…Read More