Feb 16, 2012 | blog, featured
Courtesy of Dell Inc.
This has bothered me for quite a while, and I thought it about time to mention it. Hang on though, this may be a bit of a rant, but it bears bringing up.
Why do corporate IT departments continue to call their customers “end users”?
Of course, it’s part of the language of IT, part of the culture as well. You know the jokes, “if only we could get rid of the users, our support costs would go down”. Good for a laugh on a stressful day, but what’s really being said there?
Are we that far off the path of providing quality, usable, enjoyable technology solutions for our businesses that all we focus on is the difficulty in doing so?
I think we’re missing an opportunity to re-connect with our co-workers, our customers within the business. They should not be minimized in the we that they are by IT. They’re our co-workers and cube neighbors. They deserve our respect. They’re out selling, or balancing the company budget, or dreaming up a new product to sell. They’re not trying to be challenging, they’re simply using the tools we provide to get their job done.
New Perspectives
The issue I see is that most IT staff are too busy trying to solve problems rather than provide solutions. What it really boils down to is a change in attitude, and revising perspectives. We’re missing the point if all we’re trying to do is reduce call volume.
Just like the larger goal of the businesses we work for – our focus in IT needs to be on satisfying our customers. In order for the business to grow and prosper, it needs to focus on the customer. So too does IT.
New Priorities
No longer is IT about providing a standard computing platform. Or stressing everyone out about security. Of course these are important things, but they are but one aspect of the technology landscape within an organization.
The consumerization of IT is greater than supporting the iPhone or Android devices. It’s an opportunity for IT to join the revolution in our industry. Corporate standards are great, but as more people make the move to provide their own computing platform, we need to rise to the challenge of providing great user experiences and outstanding support.
Raise the Bar
What we need to do as IT professionals, is to look outside our environment for inspiration. Look at how other companies are solving the challenges facing them. Accept the fact that people expect more of IT than we provided just a year ago… heck, more than we’re providing today.
While I’m not an Apple fan, I do admire the user experience all their customers enjoy. Sure, the phrase “it just works” is over-used, the reality is that it’s true. This is the new standard that our business customers expect. This is the new standard we need to meet. This is the new opportunity we have as an industry.
I hope it’s not too late.
Apr 14, 2009 | blog
It’s hard to be a medium or large corporation these days. The demands are not small, with expectations of investors, disappointing market performance, employee needs, government regulations and oversight… there’s almost no time left for the most important part of any business: customers.
Of course, that’s where the current craze around social media comes in. The expectation is that any company can use all sorts of free tools to stretch marketing and PR dollars, and maybe make the customer feel more welcome picking up your brand at Wal-Mart.
But that whole scenario is bound to bust as surely as your pick of economic bubbles.
The reality is that to really engage using social media and realize honest benefits requires more than a passing interest in new shiny things. Social media requires real openness, and if you’re not willing to be open, people can tell.
The power of this new ideal comes from the willingness to have an open culture. That means that there are no artificial barriers between departments, positions, business units, or people. It means that interacting with the public is a part of every position, not just the domain of marketing, PR, and an occasional press release from the CEO.
Openness means that the C-level is talking in public forums alongside the shipping department, or accounting, or human resources. Bringing openness to a culture means that everyone is able to talk about nearly anything.
With that being said, it’s ok to still have intellectual property and protect that. You’re right in protecting developing business plans, or new products, or several other types of information an organization holds and makes money from. However, beyond that, an organization can talk openly about the challenges it faces, or hold up a consumer enthusiast group as a model, or any such thing that shows a human side of a company.
Sometimes we, that is companies, worry too much about what the competition may think. Organizations can get wrapped up in being too professional. Being open about things doesn’t take away from any of this. When done from a position of transparency, and honest intention of open interaction, a company can grow a much more loyal consumer base, and open source their own PR army. But that’s another post.
Feb 10, 2009 | blog
Is the era of traditional broadcast media nearing an end? You’ve heard and read that question and the supporting arguments for the last few years. You’ve also heard the rebuttals and talking points from either side of this intriguing debate.
What I posit is that these are simply “after the fact†arguments and that this particular corner was turned a few years ago.
It’s called convergence, and it usually occurs without much fanfare at the time of the actual change. Its usually afterward when people, companies, heck even governments, belatedly realize that they are no longer of any relative value to what they used to be.
Many new tings happening in the economy are pointing to the reality that we’re smack-dab in the middle of the re-adjustment to this new business environment. The number of companies looking into social media, and realizing the parallels to previous challenges. Exploring the new tools to old problems and the possibilities they offer to those willing to invest the time and money with open minds to the change that is occurring.
The recent NYTimes article $200 Laptops Break a Business Model is a great example of the awakening to this new reality. Consumers have change – and not just any consumer. The next big wave of consumers after the baby boomers. The consumers that are even now shaping the future economy has they have recent politics.
The future is much different from a consumers perspective. The tried and true models don’t always apply, especially where consumer electronics and consumable services are concerned. The challenge is to recognize that you’re business model is hopelessly stuck in the 20th century, look at how people are consuming your product, and adjust to meet them there.
I’ve argued, like many, that the recording industry (hey they make it easy to pick on them), should drop any pretense of rights management and offer every music track at $.25 (U.S.), make them so much ridiculously easy to buy that it’s too much work to pirate. Make them available in every format and simply realize profits through sheer volume rather than maintaining some false price-point per CD that they believe they need to hit. Turn around and make the CD-ROM a premium product that I would seek out for something special. Like the 1986 Bruce Springsteen album Live ‘75 to ‘85 boxed set – make it worth spending money on the extras, because whether you like it or not you can find all the tracks online.
Like many I often wonder if I even need a television any longer. Sure I veg out in front of an HD CSI:Miami marathon like anyone else might. However, I also am finding more and more of the media I REALLY want to watch online. From movies to TV shows, to music, and of course books, magazines, blogs, etc… All I really need is a big, fast, fat pipe into the Internet. Everything else just gets in the way.
To this end, big, fast, expensive computers are overkill for the needs of the average person who just wants to consume and participate in online media. The changes aren’t over either, but the biggest of them are now a matter of history that we can debate as we all like to do.
Photo credit: zizzybaloobah
My apologies for the long, somewhat redundant post, but I’m working my way back to a regular blogging schedule. This and several upcoming posts are part of that process. Things that I’ve needed to write about for months are just now coming out. Some are timely, some a bit behind the times, but all relevant to me. Thanks for reading.
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