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Mar18
CDFW's Musings: Customer Experience, part 2
NextStage: Predictive Intelligence, Persuasion Engineering, Interactive Analytics and Behavioral Metrics This is part 2 in an arc on Customer Experience and based on one of my correspondent's, CDFW, making his company's computer network work. I've written about bad customer experiences before and NextStage's staff sociologist wrote an interesting paper, DeBranding, on the subject on our Hungry Peasant site. CDFW's experiences are typical, it seems, and so I'm sharing them in this arc.

In part 1 we discovered CDFW's pain. We continue here with CDFW's admission of his ignorance.

 

"I will tell you without prompting that I don't know ANYTHING about networks, and that's still more than I wish I knew. And the use of the word "router" causes me reflexively to thrust my hands outward arranging my fingers into a protective cross that rarely actually ends up protecting me from evil.


"For, yea, verily, throughout the land there wander sorcerers disguised as mere tradesmen who call themselves 'network' guys. For suitable amounts of ransom, they promise to come to your village and cast network spells that will bless you and your progeny with wealth, happiness, and trouble-free magic computers. On Monday, quite without warning, I began my eighth encounter with such a sorcerer.

Next, CDFW prepares for battle in the magical realm.

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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