The Pain of Disconnected Users
Colleague Irwin Lazar posted a great observartion on VoIP Loop last Friday in his post The Disconnect: Users vs. Vendors
The lesson to vendors here is to sweat the small stuff. While it is certainly important to be viewed as a technological leader, at the end of the day what customers really want is a system that works, that is cost effective, and that is manageable. That, is a better selling point that the latest real-time unified multi-modal integrated converged web-services-enabled SIP-based IP telephony application development platform will ever be.Irwin points out that a problem both vendors and analysts struggle with is focusing on what matters. It's all too easy for these groups to get focused on the next big thing in their minds. Whether it's power over Ethernet for VoIP phones, WiMAx or some other hot new delivery technology, or just plain feature creep, it's all too easy to lose sight of day-to-day service operations for customers and hone in on the future.
It's important to stay focused on keeping, satifying, even delighting our customers and users today. We need to keep sight of the fact that a user or customer lost, or dissatisfied due to performance shortcomings or failures, is the first sep out the door. We lose credibility and we lose trust. No matter how grand a vision we have of the future, if we fail to perform today, we won't be part of that future.
Technorati Tags: Customer Service, planning ahead
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