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Post report: Vista limits choices, when others say we have too many

I read this morning in the Washington Post that Vista Limits Choices (or so Alan Sipress and Jeffrey H. Birnbaum report), as well as in this related article in the Post on Vista from Michael Liedtke.



“Internet search leader Google Inc. is trying to convince federal and state authorities that Microsoft Corp.’s Vista operating system is stifling competition as the high-tech heavyweights wrestle for the allegiance of personal computer users.


“In a 49-page document filed April 18 with the U.S. Justice Department and state attorneys general, Google alleged that the latest version of Microsoft’s Windows operating system impairs the performance of “desktop search” programs that find data stored on a computer’s hard drive.”


Whew… I thought that this was in reference to Steve Jobs’ comments on the number of Windows Vista choices available to customers… 



“Set to launch in October, Leopard will be priced at $129 USD, just like previous Mac OS X releases. In a swipe against Microsoft and Windows Vista, Jobs explained the pricing behind Leopard: “Basic version, $129. Premium version, $129. Business version, $129. Enterprise version $129. Ultimate version, $129,” he said.”


Thanks, Apple. BTW, it’s [Windows Vista] Home Basic.


Hmmm… I wasn’t aware that Leopard offers BitLocker capabilities, advanced entertainment recording and management, and other capabilities… 😉


At retail, I heard it explained quite clearly yesterday by a sales rep at a local office supply chain store about the different editions of Windows Vista. (See this handy Vista feature comparison chart.) He went through the various versions and narrowed down the customer’s choices to Windows Vista Home Premium and “in some power user cases, you might consider Windows Vista Ultimate.”


IMHO, most consumers and home PC users should consider new computers or an upgrade to Windows Vista Home Premium. This version offers improved mobile computer power management, Tablet PC support, Windows Media Center support (esp when you have an on-board radio or TV tuner card). Most laptops I saw at retail this weekend featured this version. For basic computers, such as a kid’s PC or a current laptop running Windows XP, I would suggest Windows Vista Home Basic edition. 

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Accenture reports that customers hate automated systems

It’s been a busy day… let’s just leave it at that.


But I had to post this link from a friend on the other coast about customer satisfaction, which is a hot topic these days. Interesting that Frank Hayes of Computerworld should report that Customers Hate Automated Systems, Vendors Don’t Get It.


Really? I love talking to and trying to interrupt an automated phone system. Not.



“We hate automated customer service  systems. That’s the key finding of a recent study by Accenture. Understand, the study didn’t look at how well we like acquiring, installing, integrating, operating and maintaining customer service automation. It was about how well we like being on the receiving end. Short answer: We don’t.


“Wait, it’s worse: We not only hate being subjected to automated customer service — we’re also irritated enough that we’re ready to change vendors in the hope that we’ll have better luck elsewhere.


“Worse still: Vendors are clueless about just how bad things are.”


Clueless? No, not clueless. Perhaps some are in denial.



“Accenture actually commissioned two separate surveys. In one, 1,200 customers of technology companies were asked what they thought of their suppliers’ customer service. In the other, executives at 35 technology vendors were asked how well they believed their customer service systems performed.


“Three-fourths of vendors believe their customer service is above average, and 54 percent say theirs is up there with the best in the industry.


“Meanwhile, 78 percent of customers say their vendors are only average or below average.


“Among vendors, 57 percent say they have higher customer satisfaction because of new technology they’re using for customer service, and 71 percent say customer problems are being resolved faster than before.


“Among customers, 61 percent say service has not improved — and 57 percent actually describe themselves as somewhat, very or extremely upset by lousy customer service.”



“According to the survey, when we go through a vendor’s customer service process, we want our problems resolved quickly and completely, preferably the first time through.


“Instead, 64 percent of us have had to go back more than once to get problems solved — and 58 percent of us are not at all satisfied with the telephone-based self-help customer service that lots of suppliers have foisted on us.”


Of interest: Accenture’s High Performance Business Blog


Tags: Microsoft, loyalty, Customer Satisfaction, Customer Service.

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Friday Humour: TechWeb’s Friday ITch


Of interest, Sian Welby on TechWeb’s “Friday ITch”… view at your own risk, with this week offering the latest in taxidermy-meets-PC-modding, email bankruptcy and a look at a super-secret enterprise security centre. 

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Article: Building Customer Relations by Listening

Interesting article this week from Karen E. Klein on “Building Customer Relations by Listening” in BusinessWeek (Smart Answers June 1, 2007), in which she finds that communication is a foundation of better customer service… sometimes as simply as asking your customers and employees…



“Customer service is one area where small companies can outshine their competitors and cultivate intense loyalty among regular customers. But exceptional customer service goes beyond mere politeness into nuanced relationship building. Diane Berenbaum, senior vice-president of Communico, a Westport (Conn.) customer service consultancy, has just written How to Talk to Customers (Jossey-Bass, 2007) with her colleague Tom Larkin. She spoke recently to Smart Answers columnist Karen E. Klein about what makes a great impression on a customer and where some small-business owners miss chances to wow their clients. Edited excerpts of their conversation follow. “

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Readers respond to InfoWeek’s question: “Does Customer Service Still Exist?”

Following up on my earlier post this week on InfoWeek’s question “Does Customer Service Still Exist?” I was not surprised to see the volume of comments added to the blog posting.


I also agree with several positive comments, in particular on HP, and this one on the etailer NewEgg.com:



“Newegg – ROCKS. rarely ever have an issue, but the one RMA I had with them was as easy as could be. Since I don’t use Dell or any other commodity box pusher for my systems (custom build them myself), I need a reliable source for my PC parts and one that takes returns. Newegg does that perfectly. And for less then anyone else I know.” 


Newegg recently accurately (and courteously) responded to a mail query I sent to them on a new product in less than a day.


In short, my favourite comment came from one comment on Customer Service: “It is work, but it is not Magic.” And I’ve found their fulfillment and delivery to be stellar.


(here’s the URL… http://www.informationweek.com/blog/main/archives/2007/06/does_customer_s.html)


Tags: Microsoft, loyalty, Customer Satisfaction, Customer Service.