After decades of being customer-focused as a developer, product manager, and CTO, I took this up to the next level in my business in 2011. I focused on the “failure to thrive” problem that our customers had, and learned a great deal about them and their views. However, I can’t use the media from interviews: I have to start fresh with my own ideas.
This is my first blog entry on this topic. The goal of this blog will be to describe what I view as the customer service problem, whether solved by CRM, social media, or personal contact. Since I’m outside my multinational company home, I may stray into consumer and retail experience as well.
The other side of the blog is that I also am a customer who has experiences with companies large and small. I’ll point out the notable experiences that I have had, whether exceptionally good or bad.