During Saturday's Hockey Night in Canada broadcast, in the second period, between the Leafs and the Pittsburgh Penguins, HNIC gave up a television commercial position to produce a live in venue , on air, feature.
A 90 second tribute to former Maple Leaf captain, Doug Gilmore, was simultaneously, produced, in the arena and on TV.
The Leafs retired Gilmore's sweater prior to the game. The feature was a value add for TV fans, who did not get to see the pre-game tribute live. A live in stadium interview with Don Cherry, created an astute melding of the entire fan experience.
With all stadiums television equipped, could this be a trend linking the two complimentary, and distinct fan bases. Wonder how this will evolve ?
Our children, our legacy, they reap what we sow. Can, will, they do better? Gosh I hope so! They're labeled. It's difficult to describe define and examine any group or anything without first creating a category for reference. Wonder if our kids will move beyond labels?
Customer Engagement has, well eh, engaged me. I've been reading lots, on the topic. Starting awhile back with reading Good to Great.
Always been curious about what it takes to make, and keep a good customer.
About a month ago, I started tracking my customer engagements. I'm a customer. I engage allot of businesses.
Here are two case studies, from yesterday.
My internet connection seemed slow. So I contacted my ISP. First on the net, then by phone. Wait time, about ten minutes, before I was speaking with a human being. Outlined the problem. Off we went for a speed test.
After testing both the modem and the router, we determined the issue was not theirs. I'm satisfied. We did what we could. Process took 20 minutes. Good experience, even if the sluggishness is still there.
It's a browser issue. FireFox 3.1 Beta 2 is flaky!
Next is Imagine Well, a nifty little paint and draw program, I've used for 3 years. The basic edition was free.
Recently, Xtralean created a fee based premium product.
Fine.
Good Business decision. Suggests the product is viable. There's an install base willing to pay.
There's value.
So I thought I try out the premium version.
Didn't know that when I loaded it. My original 'free version' , with basic features was deleted.
That's a sneaky.
So I 'm not buying, not because the product isn't useful, because the company took advantage of me, or at least tried.
They assumed I'd buy the new features.
Here's a how we engaged .
... long time user of original product. Got a big surprise when my old 'free software' was deleted, when I tried out the the pro version. Not enough value to keep me. Actually, quite displeased that the working copy of the older software was deleted, over written by the new.
Won't be buying, just deleted Image Well, not because the product isn't useful, your business practices are less than stellar.
...
LOL ...
Your Best? ... Do I really care if you're so miffed that you won't sport a couple bucks to us? Nope, most people that try Image Well don't buy it. You're no different and certainly not special.
All the best,
Hagen Kaye
On 13-Jan-09, at 9:42 AM, Support wrote:
Hey, we're just a husband and wife team that gave away ImageWell for free for 5 years. Expenses for development came out of our own pockets. We enjoyed giving it away.
If you want to have a childish rant about it now being $20 CAD (which works out to $16 US) and saying we have less than stellar business practices then go right ahead. For a small price we can work on improving the product full time and we have a generous upgrade policy, our next version ImageWell 4 is a free upgrade.
Glad you enjoyed the free version, while it lasted and
You're Welcome.
On 13-Jan-09, at 12:05 PM, Bruce Winter wrote:
Thanks for your reply. As I said, it is not the $20, or the product. It's you, not personally you. It's your corporate attitude. There is a cost to free. Now, we both endure that. No sale for you. No product for me.
When you have a moment may I suggest you re read your email, with customer engagement in mind. You've got lots of good stuff to work with. After, you get out of your way.
Bruce Winter
All the best,
Hagen
There's an easier way, more lucrative way. Always is. Image Well could have 'bonus-ed' the earlier adopters, with a specially priced, time specific offer to up grade. After all, the early adopters are calling for improvements.
Consider the in tel, free product research. Value the customer's 'contribution' to product development. Bonus them back. One of many would a, could a, might have, options missed.
What's you favorite customer engagement experience?
As the leader of your organization, what do you do, when results are spotty? Individual performance is inconsistent? Customers are unhappy, but still buying? At least buying the product. Not necessarily, the public relations message.
That's the issue confronting the Edmonton Oilers' management team. The coach, as the first level of management, has been direct and consistent, in his public, and likely, private assessment of his team, collectively and individually.
Public admonition of lack of effort has improved some individual performance. Collectively, the team underachieves. Results remain spotty. A dilemma!
Apply that circumstance to your own business, or organization. Now what do you do? Outside the playpen, most motivational engagements are closed door affairs. Well they should be. Embarrassment usually breeds resentment, or worse. Neither are conducive to big picture thinking, enduing relationships, and optimum performance.
Creating and articulating the value proposition between the individual and the big picture, the desired result of the collective action is the challenge. One, I'd certainly could have used some help with, in a past fling, at running a business.
It's all attitude. No matter what we do. When, we think we can. We do. The leader's challenge. Meld the attitude. Motivate. Inspire consistent performance. Recognize the value of an individual contribution. Connect the dots from the individual to the collective effort, which delivers the anticipated organizational result.
"There is no evidence that one can become expert in something as broad as decision-making, policy, or strategy...or perhaps even management. ... Large groups of diverse individuals will make more intelligent decisions than even the most skilled decision-maker."
Whose the expert, the Surgeon, or the group of patients who survived the surgery? Perhaps both, one in surgical process, the other in recovery.
Who do you trust the expert, the pitch man, or someone in your net work? Is there wisdom in the collective publishing of individuals on You Tube, Facebook, or My Space? All now known as social media enabled by the technologies of Web 2.0.
Is this crowd wisdom or chaos? Settle in and watch.
It's an an extension of Wikipedia , adding graphics and video to go with the familiar encyclopedic text. Context to the text, if you will. Creates richer, eh more useful researching experience.
Gosh a virtual reality anatomy lesson, delivered via teleconference. First presented, in real time, now archived and ready for distribution. That's a bit of a head shaker, don't you think?
Visual Wiki is going to be a boon to my current efforts over on Good Health.
Had some connectivity issues with Skype, yesterday. Couldn't connect with a cell phone. Well not quite. Connection was made, expect the person I was calling couldn't hear me. I guess that qualifies as not connecting.
So tried Skye Customer Service. Their response:
"... Please try to call this number from an ordinary (landline or mobile) phone. If you can reach the number, please report back and we will investigate the matter at Skype. If the number is not reachable with an ordinary phone then you (or your contact at the other end) should contact the telephone service provider for the information."
Hmm, what's the value proposition with Skype, if I need a land line, or cell phone, to trouble shoot. Contact the phone company, at either end. Gosh that sounds like major time waster.
No customer solutions here. Hardly engagement either. Might as well Skype Jajah.
Maybe. They are Solar powered sun glasses. Not to power your eyes. No x ray vision. Power your gadgets.
This application might be a tad early.
I see a use. Pretty soon you'll be ' eh ' required' to park that cell phone, while driving. Hands free only.
Imagine keeping it powered and out out your hands! Yes yes Bluetooth can keep it out of your hands. Maybe a combo unit connectivity and power delivered by your sun glasses.
