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Excellent article on the way culture is changing around the telephone call. I’ve mentioned before that the expectation that someone will always be available to pick up a phone is weird.
Related: The telephone was an aberration…
For all the hue and cry about becoming an “always on” society, we’re actually moving away from the demand that everyone be available immediately.
Currently my favorite video on the internets. But, in all seriousness, it shouldn’t be this hard. It reminds me of the “good old days” when I had to deal with Quark’s customer service in the desktop publishing world for software activation. Wait, what? You don’t remember who Quark is? Huh. I’m sure their downfall had nothing to do with their lousy customer service… and that certainly won’t hurt Adobe either, in the long-run… Nah…
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(emphasis mine)
A pretty good definition. One many companies often forget or don’t understand – even ones that hire me to help them with their branding. They say the ‘b’ word and then get confused when we start asking them how they currently talk about themselves. “But when do we get to the logo?” they ask. The logo alone is a tiny, tiny piece.
Your brand is not your logo, your name, your tagline. Your brand is what people think and say about you; it’s “a person’s gut feeling about a product, service, or company,”… every single interaction between a person and your product, service, or company, shapes and defines your brand.
Look, I always appreciate it when a company (any company, but particularly a big one) steps up to the plate and is willing to publicly discuss things their customers are unhappy with.
But I’m reading these posts between the lines, and I’m not liking the message. As best as I can tell, the normally easy, painless process of installing/updating most applications on the Mac is being seriously disregarded by Adobe in favor of ease-of-development on their end and cross-platform compatibility.
This is a dangerous path for Adobe. When they’re apps are an integral part of your business, like they are for me, it’s easy to feel like they’re more of a partner, but that’s not really the case: I pay them money for software.
I’m seriously disappointed, as a customer, that they seem willing to sacrifice my user experience for my chosen platform in order to make their lives easier. Heck, even Microsoft has an incredibly painless and friendly installation process on the Mac for Office. So, it’s possible. Adobe just seems to be choosing not to.
(via Daring Fireball)
On making your customers feel like idiots for the sake of technology.
This kills me every time too. I feel like an idiot talking to a recording.
Take it the next step: who wants to be the CSR I speak to after their company’s phone system just made me feel like a dork?
No takers? Yeah, that’s what I thought.
Is anyone else annoyed by the “just speak your choice” automation in so many telephone menus? I feel like an idiot mumbling “YES!” or “CHECK BALANCE!” into my phone. …I’d much rather push buttons than talk to a pretend person.
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