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Mar22
CDFW's Musings: Customer Experience, part 6
NextStage: Predictive Intelligence, Persuasion Engineering, Interactive Analytics and Behavioral Metrics Welcome to part 6 in CDFW's customer experience in the high tech world. So far we've learned CDFW's problem (part 1), his expertise in knowing what he can and can't do (an indication of CDFW's self-awareness, a rarity among most folks, and in part 2), preparing to deal with consultants and engaging them (doing battle with sorcerers in part 3-5).

Here CDFW responds to the consultants incantations with a few of his own.

 

"When he wound down, I waited a pro forma few seconds to see if he wanted to ask any questions about what we were doing there or how our network was structured. It was a pleasant moment of silence. So, I said, "Yes, that's great. We'll jump right on that. Right now, we've got network access and internet access, but we could use some help getting this one user to get across domains from one office to another access to this file. We'll get to all that other stuff, but can you help us get this one problem solved?"

"So he set to work. As I expected, there followed a brief lecture on how inferior the $130 router was that I'd just purchased, and, after a bit, how much I'd screwed up his router. In only half an hour, he'd worked his magic and eliminated both internet access and network access. We left at 8:00 with a promise he'd be back at 7:00 in the morning and have it all cleared up in 30 minutes.

"Forgive me the heresy, but I didn't show up until 8:00, hoping against hope he'd make good and I wouldn't have to see him. Alas, no."

Next, teaching wizards their place.

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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