Gartner MQ for Application Performance Monitoring 2012

Gartner MQ for APM is available for download free courtesy Quest (part of Dell now). Grab it before it goes away from here

Starbucks Experience and Productivity

Recently came across this interesting video on how to improve customer interaction experience by influencing the productivity on customer side also. The author in this video talks about how Starbucks took a disruptive approach which may not be as customer friendly but improves overall service experience for both sides.

After watching this I realized, how much I have been practicing the same approach for many years during my career with my clients. I as a consultant mostly work with large enterprises which have many people to spend lot of time on long calls which can be done quickly. So to improve mine and their productivity, I mostly end up influencing their work style. What is your experience ?

Video : http://blogs.hbr.org/video/2012/05/how-starbucks-trains-customers.html

This is called Customer Experience

Most of the companies today irrespective of which industry they are in, are focusing a lot on customer experience. But some companies take it real seriously and even do not hesitate to break the long running traditions.

Recently I was answering a feedback survey of an airline and was amazed to see by the simplicity of the options of the survey. While most of the surveys will have numbers (1 to 5)  or (excellent to poor) to rate satisfaction, this survey actually tried capturing the emotions of the customer by giving options as real as actual emotions.

Though they forgot to provide the same experience with ‘N.A.’ which an average customer may not be able to decipher.