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Mar17
CDFW's Musings: Customer Experience, part 1
NextStage: Predictive Intelligence, Persuasion Engineering, Interactive Analytics and Behavioral Metrics This is another post based on something sent by one of my correspondents. This correspondent, a Southern Gentleman I call "CDFW", is someone I've known longer than all others I correspond with regularly. Occasionally CDFW sends me his ramblings about life and work. Recently he sent me an epic (you'll see. This arc will be about 10 entries long and, I hope, worth the read) about making his company's computer network usable. I've written about bad customer experiences before and NextStage's staff sociologist wrote an interesting paper, DeBranding for our Hungry Peasant site, on the subject. CDFW's experiences are typical, it seems, and so I'll share them here.

CDFW begins: "I have concluded that nobody really understands networks and how they work. Not the makers of network equipment, not the makers of computers and not the guys who install them. It's all a kind of fuzzy, dark art (like accounting) that we need to have and use but that remains for almost all of us a frightening, mysterious realm filled with magic and goblins.

 

"Primary evidence: I've looked at dozens of books and articles on networking, and not a single one of them can explain anything in plain English. Ergo, none of these guys really understand it, they just try a list of incantations until they find the combination of incantations that works. With luck, the spell holds and you don't have to worry about it until a piece of equipment fails."

More on CDFW's pain in the next post.

I'll be speaking at the San Francisco April '07 Emetrics Summit on Quantifying and Optimizing the Human Side of Online Marketing on May 7, 2007. Come on by and say hello.



Learn more by reading about Wireless Network, Wireless Network Card and Wireless Router.

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