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Mar19
CDFW's Musings: Customer Experience, part 3
NextStage: Predictive Intelligence, Persuasion Engineering, Interactive Analytics and Behavioral Metrics This is part 3 in an arc on Customer Experience and based on one of my correspondent's, CDFW, making his company's computer network work. CDFW has a way with words (he use to write fiction, can you tell?) and what he writes so exemplifies consumer frustration, something NextStage has written about in DeBranding, that I'm sharing his story here.

In part 1 we discovered CDFW's pain. Part 2 dealt with CDFW's admission of his ignorance and dealing with consultants. Here CDFW prepares for battle and takes his trusty squire in tow.

 

"As usual, the folks {where CDFW works} decided to spend a crapload of cash on equipment and installation of IT stuff without talking to their IT guys. After all, the sorcerers assured them it would be so easy the IT guys wouldn't have to do anything. Since I've been working on a project offsite for a couple of months, now, it came as a surprise to me when I went in for something else and they said, "Oh, and by the way, we've moved NTP over to a new building, and they need to be set up and connected to the network. Shouldn't be a problem. The sorcerer, er, network guy has installed the router and tested it and everything is ready to go. He's gone, now, but we've got his cell number.


"By then I know it's too late to make the sign of the cross. Zach, my assistant, has been trying to get details of the move for a good while now, without success. He's an incredibly bright, creative, curious young fellow who knows his limitations and knows how to overcome them in amazingly short order and loves doing so. But he's had little experience with these sorcerers. I decide I'd better help. So off we go to set up the computers."

Next, doing battle with magicians.

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.

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