The Customer Delight!

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Very recently a post on LinkedIn and Facebook caught the attention of a number of people which showed a letter from Sainsbury to one of their customer named “Lily Robinson” who was only 3 ½ years old; why this letter was written? Well, the story goes when Lily was enthralled to see Sainsbury’s Tiger Bread but due to its texture, young Lily thought that it should be called “Giraffe” bread instead of “Tiger Bread. So she wrote the letter to the company and asks them the question. What should happen now? She is just a 3 year-old girl, and “Tiger Bread” is already a good brand, with good sales; so should the company care? Well, they do!

In response the Customer Care Manager, Chris Young, wrote:

I think renaming the tiger bread giraffe bread is a brilliant idea. It looks much more like blotches on a giraffe than the stripes on a tiger, doesn’t it? It is called Tiger Bread because the first baker who made it a long time ago thought it looked stripes like a tiger. Maybe they were a bit silly

Alongside this letter there was a 3£ gift card and he said that Lily should visit Sainsbury with her mom and dad and spend this card there!

What we grasp from this story is two aspects of dealing with customers;

There is a rarity to the fact that customers do not report any normal routines or good behaviors; you need to ask them; but if there is an abnormality to the process then you shall get a call, a tense look or a complaint (Definitely). Now for this case the little girl notices something, took her time, and then wrote a letter to the company; Whereas we at the support side does not know exactly that how that customer felt while experiencing that anomaly in our system, we do know that it caught their attention;

Normally, being a support officer I would simply read or hear the complaint and have it recorded or forwarded to the relevant departments. In this case, we are not making sure that our customer felt that satisfaction or not, neither does the customer would care much as they know that the complaint is in the box and a response would come shortly, if not, then they would simply call again;

Things are a bit different under the scenario of creating a delighted customer, what Chris Young did, was a perfect example; He not only responded back, he also attached a gift card to let Lily knew that they care about the customers and want them back in their shop! What Chris did was based on a process (yes) but it also added that Self intuition and response which can only be triggered if we know exactly about our company, its values and the product it serves. Question is that how would we go about it? And can everyone do this?

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Issue Tracking – It’s Just Not The Numbers!

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Software Development seems like a simple term to understand and as the consumer market grows day by day, it is creating a rather wide yet simpler effect on its users. The diversification of the users is increasing by the passage of time and we can clearly see that the average product (software) user is now a common man! It is now a common man game, and people don’t need to be specialists or have certain “titled” roles to operate the hardware and software. With the development  on the internet and the evolution of the “Internet of things” the common man will have more access and power in their hands as ever before; But there is a catch to this revolution;

If we consider the looking glass in both ways then the consumer side is in far less complicated grounds than that of the manufacturing side; How? Well there are two words; Rapid – Deployments! Yes sir!, there is a huge number of users to a single application and they all want it running and healthy, because if that is not the case, then a whole mass of users will simply shift themselves to another one and will forget about it in the next hour;

It is not a hidden secret anymore that if we want to run an “efficient” software development, testing, deployment and support operation, we need to have a database that can reflect the status of this activity anytime we want and anywhere we want; The Project managers would want data to be represented in a manner that it reflects their team performance, criticality of the current issues and above all the resource time allocation in regards to the cost of the project! Now, for this several tools are available in market and most of these are free of cost; Now, I am not going in details and comparisons of issue to bug tracking systems that are available in the market, you can simply Google the terms and will be amuse yourself that how many are there!

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Riding the Tech Rapids

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If you try and measure technology, and try to grasp its significance over its current demand then you would feel that we are always living in the past and the future is actually something from the present. Have you ever felt that the processing power of our devices whither off within a couple of months time over the updates of just the operating system, or there is always that feel of rapidly usage of the hard disk space?

You know why we get this feel? Because of the speed!

The speed of evolution in technology is not by the innovations, it is sewed in to itself like gene codes, it will grow, then discard itself and then re-grow and then discards itself again!, like a whirlpool! Some people refer to this phenomenon as “Rapid” and other think of this as a never ending cycle of inventions and devices, well, as technology geeks, we always want to ride it!

Take for example the innovation of wearable gadgets, once they were not a consumer brand, everyone was hyping about it, now it’s what? Nothing but just another fancy device – wanna have it?

This is how technology will keep evolving; some of us become so obsessed with the sense of it that we tend to lose the reality and the rapid change that occurs. We will keep adapting and getting what comes our way. For example, think for a moment that you are standing at the bank of a mountain river and watching those white water rapids – now, try and feel the speed of the rushing water, the loudness, the energy, and then the utmost ever changing cycles of tons of water moving with the same exact patterns. Then all of a sudden, you see a canoe coming along with a single rider, tackling those rapids with proficiency and movement, using the oars and the body weight to remain in control, to dodge the objects both above and beneath the surface – and then you say to yourself, “Oh there is more to it then what meets the eye!”

Why I am explaining this?

Because technology is like the river of rapids, you can see it as an observer and get overwhelmed with whatever it is presenting along the way, maybe as a consumer you may use some, learn or even study about – but in reality only those people would understand and work their way who actually ride along this huge river of ever-changing rapids. In common words we call them the IT professionals

As a trainer, I have always started my awareness to quality and testing sessions with the provision of the right identity to the IT professionals;

“Who are you?” is the title I give, and within this I tend to explain about the career growth in this field. If you consider the academia, then right from the very beginning we are trained as “Programmers” – a lot of people are now questioning this approach that why academia tend to focus on development and programming in comparison to other skills which can be acquired by an IT professional; such as “Configuration Management”, “Sales and Marketing”, “Customer Support Services”, “Business Analysis”, “Software Testing”, “Networking” and “Project Management”. In comparison to other qualifications, IT professionals have to study as  Continue reading