Is Your Customer Experience Just Part of a Mediocre Me Too World?
Sunday, June-14-2009
Here's the question. Where's the "wow" in your customer service experience? Last fall while on vacation I had the "no wow" experience that's the focus of this piece.
Being I'm not finding it any easier to stay reasonably fit and trim now that I'm in my mid-50s I took up serious bicycling in the summer of 2008 and in the process I discovered I really liked the idea of traveling a la two wheels sans motor. As the timing would have it one of the newest gems of the SW PA area is a bike trail that allows one to start
Posted by mike.shafer on 06-14-2009 at 06:06 am
Posted in All:Recent, Mike's Musings with 0 Comments
It should go without saying that customer service is a major factor in the IT consulting business and in fact one might think it's a major factor in, well, any business. Not many surprises here you say? And I would argue that companies are literally "betting the farm, or more precisely the company, on the long-term quality of their customer support. Given the experiences I have had of late in this area apparently quite a few rather well known US firms aren't convinced of this. One can only ask "what are they thinking?"
Maybe that is the right question. What ARE 
I suppose it's some sort of indicator that I'm becoming an old..., well not a youngster anymore, that I can reflect on having lived through about five of these recession things to date. To be specific there was the mid-70's, 81-82, early 90's, post-dot-com period of about 2001-03 and now the current financial hiccup that the main stream media has largely already declared the equivalent of a financial Chernobyl.
Moreover it seems that it's de rigueur that the only answer to these less than sunny economic patterns is a massive group think on cost cutting. You can hear the choir singing 
Jan. 07, 2006 - Saturday 10:33PM : As an IT Consultant to the SMB (Small to Medium Business) sector and other organizations of similar size I'm acutely aware of the challenges these organizations face particularly in the area of IT Security. My clients range in size from the 1 person / two computer start up business to the 100+ year old companies of over 50 employees with a corresponding number of notebook and desktop computers, one to several servers and a range of other IT gadgets from routers to printers and PDAs. On the surface this would seem a