Hearing to Listening

David Playing the Piano

Music is one of my hobbies and something I have had in my life from a very young age. After feeling stagnant with my music for some time, I’ve been looking at more ways to put music back into my life.

I listen to CBC Radio 2 Tonic. My passion is jazz music and Tonic is a nightly program that features two hours of jazz music. A few times lately I have been listening to Tonic when I have heard a musician that I really liked.

In the past, I would have had to stop listening, found pen and paper, and written down the musician’s name. Then later, I would need to go to the music store, search for the musician, and hope that the store carried the music (jazz selections at music stores is often limited).

The situation improved with the invention of the iStore. With the iStore it is easier to search and their catalog is much larger. But I’d still have to remember the artist’s name and later remember to go into iTunes, search, listen, and purchase the music.

I recently wrote about my experiences From the iPad to the iPhone. One of the surprising things about owning the iPhone is how I can short circuit the connection between listening to Tonic, being exciting about a song and artist that I’m listening to, and then immediately be able to browse and purchase the music on the iStore with my iPhone.

I sometimes think that the pace of the Western world celebrates immediacy at the expense of connections and relationships. In this case, I am reconnecting with new music and being inspired by new artists because the entire customer experience has made it possible for me to make the connection in the moment. I hadn’t expected that.

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Time to Respond

Wall Clock

I was talking to a friend of mine the other day about his experiences in trying to rent a place for him and his family for summer holidays. He had used a couple of the popular online sites. He had made inquires on several properties and was surprised that even after 24 hours some of his inquiries had never got a response.

If you are involved in sales, how do you measure response time? Do you make sure that there is a response to every incoming phone and web request? In many sales situations, the first to respond has the best chance of winning mind share of the prospect and eventually winning the deal.

Another area in sales where responsiveness is critical is following up when you said you would. From providing quotes to making your phone and in person appointments on time, it is remarkable how many people fall down in these simple areas. If you cannot be trusted to call a person when you said that you would or do an action on time and as promised, why would a prospect trust you with your business.

Being responsive is a critical element in building trust. How do you respond on time?

Form Factor

Crest Toothpaste

I am often surprised at how strongly I react to the physical form factor of things that I buy and use. My wife does the toothpaste buying in our house and she recently bought Crest toothpaste that came in new packaging. At first it seems like a good idea — toothpaste that will stand up on the bathroom counter.

The problem for me is that now the toothpaste looks exactly like all the other squeeze tubes on the bathroom counter. I don’t know how many times I almost put sun screen on my toothbrush instead of toothpaste lately. I rely on the fact that toothpaste should look like toothpaste and not like anything else on our bathroom counter.

Apple is one of the leaders in the technology field in combining incredible form into a compelling package. From the visual delight of seeing an iPhone or iPad to the feeling of holding one in your hands, there is a positive visceral response to these devices.

In today’s age of instant communication, tweets, and email, I think many of us have lost sight of ways we can surprise and delight our prospects and customers with physical forms. There is only so much you can do with color and lines on the two dimensional form of a screen.

Some ways you can think about physical forms as you interact with your customers:

  1. Try sending a printed, high quality document, with a personal hand written note instead of a PDF. While it will take longer to get there, it will have a physical impact that the PDF will rarely achieve. As a bonus a high quality brochure usually sits on a desk before being put in recycling, unlike the PDF which only needs a simple click of the delete key to be removed. A personal note always provides a better opening to creating a connection.
  2. What is the experience of a prospect or customer entering your office or business? What are the first things they see? What do they feel if they sit down to wait? Once they get past reception, what impression do they get of the three dimensional experience of your premises?
  3. If you send a physical good, how is it packaged? Apple aces this too by packaging all of its products in attractive, stylish, and functional packaging. You know it is an Apple product even before you open the package.

Physical form does matter. What experience do you create for your customers?

From iPad to iPhone

David's iPhone

A year ago I wrote about The iPad — My First Apple Computer. I have been surprised over the last year at how much I have used my iPad. It is an amazing device for consuming Internet content. I spend less time on my laptop and overall more time on a computer (laptop + iPad).

I recently dropped my three year old mobile phone and it promptly broke in two. With the renewal up on my mobile phone plan, I decided to take the plunge and renew for another three years and purchase an iPhone 4. I was curious how my iPad experience would translate to the iPhone 4.

Setup was straight forward. All of the free apps that I have downloaded for the iPad were automatically syncronized to my iPhone 4. This included all the apps that I have explicitly asked not to be downloaded to my iPad. Hard to fault Apple on this as they do treat each device and the device settings as unique in iTunes.

The smaller screen size has taken some getting used to. I spent a lot of time fussing around getting all the apps organized, in order, and arranged on the screen the way I wanted. Since there are fewer apps per screen on the iPhone 4 than on the iPad, it has taken some thought to figure out the right organization.

As I wrote about in Flipboard, iPad, and Customer Experience, I enjoy the Flipboard application and the experience it gives of reading a magazine for my Facebook, Twitter, and Google Reader feeds. The whole point of Flipboard is that it takes advantage of the generours screen real estate of the iPad. Without the same kind of screen space on the iPhone 4, I have had to use individual iPhone apps to read my feeds.

My iPad skills have been easily transferred to my iPhone 4. The biggest surprise has been how I use the iPhone 4 as a phone. Having used mobile phones for over fifteen years I am used to the quirks of the various handsets that I have owned over the years. Apple’s more integrated experience on the iPhone 4 feels different. On the whole, I think that the experience is going to be better. For now, it is just different.

A bonus for me is that I recently needed to make a lengthy call to Dubai. My mobile plan has really expensive long distance within North America and fantastically expensive long distance charges to the middle easy. I knew my contact had Skype and the night before our call I installed the Skype app. All my Skype contacts were immediately available and my call to Dubai worked the first time. Very impressive.

 So far, the Apple experience is another enjoyable one.



Making Dreams Come True

Mauricio

I recently wrote in Can You Feel It? about the experience of choosing our Spring Break holiday with Flight Centre and Sunquest Holidays. Last week we went to Puerto Vallarta, Mexico to enjoy our holiday. When we arrived, we had a personal card from Mauricio, our local Sunquest representative.

As Kevin Lawrence and I chronicled in the article How to Turn an Industry on Its Head: Become Masters of Delivering On Big Promises, businesses that create a Promise Delivery System not only make big brand promises they become expert at delivering them. For Sunquest and Flight Centre, Mauricio was to be our promise delivery system for the trip we were promised.

The great news is that he delivered. The personal card from Mauricio that we received at reception included an invitation to meet him at 10:30 the next morning. Having had a relaxing morning sleeping in, we met Mauricio as promised and he reviewed what we could expect for the week, how we would be returned to the airport, and he reviewed a number of half- and full-day adventure packages that Sunquest and he recommended.

The adventure packages were beautifully laid out in a brochure that we got to take with us. Mauricio told us that every year he personally takes every one of the adventures so that he can report to us on his experience. Based on his advice, we booked a day long adventure on a high powered inflatable boat (adventure for the kids), with a limited number of people (no big crowds for Karalee and I), with stops at inaccessible villages, hikes to a waterfall, snorkeling, and lunch on a golden secluded beach. Another promise made and delivered.

Our dream spring break vacation came true. Sunquest and their local representative Mauricio both made the promise of what the vacation would be and then delivered on that promise.

What can you do today to make your brand promise come true for a customer?

Every Company Has Culture

Muscians Play in Aix-en-Provence, France

Culture means different things to different people. It can be listening to a symphony orchestra, looking at art, watching films (especially the non-Hollywood variety), or listening to street performers play beautiful music on a warm summer night in Aix-en-Provence. Whatever culture you prefer, the company you lead or work for has its own very specific culture.

Company culture first comes about by company founders. Over time this culture can shift as owners and leaders change. As a company grows different parts of the company can start to develop different cultures.

To lead individuals and companies to top performance, culture has to be actively defined, communicated, and developed. This is not something you want to leave to chance.

For example, I recently wrote about Seeking Customer Feedback. Wanting, seeking, and acting on customer feedback is not a natural act for many people. It takes courage, persistence, and ownership of things that inevitably will go wrong. If you seek out customer feedback, good and bad, acknowledging your part when things do not go right, customers will forgive you just about anything. Building a culture that craves this sort of feedback and response has to start with great leadership.

A few ideas on how you can lead your company culture:

  1. Do you seek feedback on your own performance from employees, customers, and partners?
  2. How do you respond to feedback, especially when it is negative?
  3. Do you tell people what to do or do you show them what is possible and then let them figure out how to get there?
  4. Are you out of your office daily walking among your employees, listening to them, and encouraging them?
  5. When was the last time you talked with a customer?

Honestly answering these questions can give you insight into the corporate culture you are building. What culture do you want to create?

Flipboard, iPad, and Customer Experience

Earlier this year, I wrote about my new iPad computer. I continue to really enjoy my iPad. The user experience is fantastic. I have slowly been adding more applications to enhance that experience.

Recently, my friend Ron Seybold from Bites of Apple told me about Flipboard for the iPad. Flipboard takes your Facebook and Twitter feeds and lays them out in a magazine format. For tweets, any URL links are automatically dereferenced and made part of your magazine experience.

You can also add other feeds into Flipboard. Guy Kawasaki, one of the original Apple evangelists, published a blog posting on how to use Alltop  to create Flipboard feeds (which Guy is co-founder of Alltop). I am following the Alltop photography feed.

It is difficult to describe the experience in a blog posting. You startup Flipboard and before you know it story after story is flowing by your fingertips. While I have both the Facebook and Twitter iPad applications, I find myself using Flipboard much more than either of them. The experience is much more compelling.

What are you doing to create an outstanding customer experience today?

The iPad — My First Apple Computer

I recently bought an iPad. I have a lot of friends who have switched from a MS Windows laptop to a Macbook. I thought the iPad might be a kindler, gentler introduction to an Apple user experience for me. At least that’s the rationalization I give anyone who will listen. The real reason is that I got tired of doing all the technical support in our house and everyone else getting the new toys. Both my sons were jealous of my new iPad — mission accomplished.

I really do want the Apple computer experience. While I’ve had an iPod for a few years and put all my music collection into iTunes, the controls, small screen, and primitive UI of the iPod didn’t seem like a true computer experience.

Like most Apple products the iPad is beautiful. Apple does a wonderful job with industrial design. I helped setup my wife’s iPhone, so the UI was somewhat famililar. I really appreciate screen real estate and the larger screen of the iPad really shines. My photographs just pop off the screen.

I find that I use the iPad in the morning to read my email and catch up on the news. I’d rather do this at the kitchen table than in my office. I love the BBC News iPad application. It provides a lot of information in a nicely designed UI — I read it daily to get more of a global and European perspective on what is happening in the world. My iPad also makes reading Facebook easier, letting me keep up with our daughter who is traveling in Mexico and only keeping in touch via Facebook.

I have found some aspects of the iPad challenging. It drives me crazy that my carefully organized subfolders of photographs are ignored in the photo application. The calendar application refuses to pay attention to my settings for which calendar I want to see, resulting in my often seeing double calendar entries. It is impossible to enter reminders in calendar entries for zero minutes — my greatly preferred reminder time. Why not?

I have some PDF articles and minibooks that I would like to read. While the iPad can read PDF files in email messages and in Safari, I’ve found it impossible to save my laptop PDFs to the iPad and view them there. It seems like I have to install a new application just for this one feature, which is a lot of work for what I want.

Overall, I rate the iPad 9.5 out of 10. I’m having a blast learning and using it. I’m just starting to realize how much more of a learning curve is ahead of me as I continue to make the iPad useful for the some of the daily tasks I do.

IT Security and Higher Education

I’ve been spending more time lately looking at information security. In Information Security Today – Has Anything Changed? I wrote about Stephen Northcutt, President of the SANS Technology Institute.  I pointed out that the SANS 20 Critical Security Controls has, in broad terms, been the same for the last twenty years.

My interview with Stephen Northcutt is now available on Mich Kabay’s Security Strategies Alert newsletter on Networking World. In that interview Stephen talked about evaluating the risks of information security. For example, as we move into Cloud Computing organizations are focusing on the cost savings without looking at the change in the risk profile. In some cases, the risk goes up dramatically in a Cloud environment, because one agressive attack that wipes out disc drives can wipe data for many organizations and not just one.

Recently, I’ve been helping Birket Foster CEO of MB Foster Associates with his initiatives to greatly simply the provisioning and deprovisioning of application data for higher education institutions. This is a challenging problem. At my alma mater, the University of British Columbia, there were over 5,000 new students this fall. Institutions like UBC face enormous challenges at the start and end of each term.

Higher education institutions have numerous applications that students must interact with. These include administrative systems that track registration, fees, and payments, timetable applications, learning management systems, and the library just to start. Behind the scenes each of these applications must be provisioned with the details of each new student. MB Foster is working with Denmark-based SystemTech to help higher education institutions fully automate the provisioning of the details of all applications that a student, faculty, or staff must deal with.

There are obvious benefits to automating the provisioning of new students, such as reduced human costs, lower duplication, and a vast reduction in errors, but that’s only the start of the process. The fall term is coming to a close at UBC. Soon, student records must be removed from many of the applications that were provisioned in September. Students will remain in the administrative system, but must be removed from all the learning management systems just for a start. At a place the size of UBC, the problem is even bigger. In addition to 5000 new first year students, there are 35,000 more full- and part-time students in undergraduate and graduate courses. Professors take sabaticals, visiting professors visit, and staff come and go. Accurately keeping all applications up-to-date with the identify and roles of each individual student, staff, or faculty member is an enormous challenge that is ripe for automation.

Getting it wrong exposes the unviersity to a wide variety of security risks that stephen Northcutt and the SANS Institute make clear.

How do you provision and decommission user identities and roles throughout your organization?

A Balanced Approach?

We often strive for balance, in both our personal and work lives, but is balance really what we should be striving for? In Kevin Eikenberry’s blog posting on The Unexpected Perils of Balance he challenges us whether we can truly prioritize what we need to do if we try and keep everything in balance. On satisfying customers, he poses these interesting questions:

“Are all Customers created equally? Can you really want to please everyone? Would focusing on a perfect Customer positively change your actions and results?”

Challenge yourself today to find one way to improve the experience for your customers.