Category: Uncategorized

ELIZA has met her match. I received an email today with details on how to use MSN Messenger to query Encarta. This is a very cool feature. I’ve even heard that it will solve simple mathematical questions. You add encarta@conversagent.com to your MSN IM contacts list, then send an IM with questions for real-time answers, such as…

Encarta® Instant Answers says: Welcome, M3! My name is Encarta Instant Answers. I am a smart computer who can bring you the Encarta info you want right in your IM window! Type your question and I’ll look it up for you!

M3 says: OK… When is Thanksgiving in Canada?

Encarta® Instant Answers says: Thanksgiving in Canada dates: Second Monday in October.

Very nice. It even provides an opportunity to open an Encarta window for more colour commentary…

Encarta® Instant Answers is inviting you to start Encarta. Do you want to accept (Alt+C) or decline (Alt+D) the invitation?

A recent thread made its way around the office this week with a great suggested holiday reading list. I’ve included a few of the selections here along with my own suggestions:

“Built to Last: Successful Habits of Visionary Companies” by Jim Collins and Jerry Porras

“Good to Great: Why Some Companies Make the Leap… and Others Don’t” by Jim Collins

“The Innovator’s Solution: Creating and Sustaining Successful Growth” by Clayton M. Christensen and Michael E. Raynor

“The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value” by James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger, 1997.

“The Medici Effect: Breakthrough Insights at the Intersection of Ideas, Concepts, and Cultures” by Frans Johansson

“The Inovator’s Dilemma” by Clayton Christiansen

“Innovation and Entrepreneuship” (Drucker Series) by Peter F. Drucker

“Deep Simplicity: Bringing Order to Chaos and Complexity” by John R Gribbin

Now on line is the new Microsoft Connect, the new product development collaboration site at Microsoft for our products.

The goal is to enable a better connection with customers during the product development process and make the connection (no pun intended) to ensure our new products meet customer’s needs. Through Connect, people are able to communicate with our development teams and create a closer community.

Once you log on, you’ll see a list of available programs you can participate in along with more details about each program, and the ability to apply on-line to partcipate. You can also sign up to get more info on other upcoming Microsoft Beta programs.

For more info, check out the Connect FAQs.

I just returned speaking with friends at a local event tonite, many of them Microsoft customers. At one point, the discussion turned to the efforts Microsoft is making to improve the customer connection, through our establishined listening systems, cutsomer support calls, blogs, newsgroups and othger efforts that directly connect our product group emmployees with real customers (such as our Frontline effort… more on that later).

I recalled one of Michael Swanson’s blog entries from late last month on WSYP Project: “We Share Your Pain” highlighted a video that has made the rounds and hit quite a nerve, quite literally. It illustrating how through the WSYP Project we’re “increasing the connection between our customers and the product teams.” Ouch.

But in a sense, it’s representative of the way our product teams are truly developing better connections with our customers and partners (as well as a strong backside and a careful look at the chairs in their offices). When I was in Windows (working closely with our hardware partners) I was amazed to find out how much we also strive to improve the whole experience with Windows on the PC, bringing our partners into the mix through the WER and Microsoft Update efforts (more on this here https://winqual.microsoft.com/info/default.aspx). We’ve talked at past WinHECs of how Microsoft spends more than $40 million a year and a sizeable division on Windows Update.

So here’s the math: Based on our findings, we’ve found that fixing 20% of the top-reported bugs can solve 80% of customer issues across the issues we’ve found on affected Windows platforms. Further, working on 1% of the bugs should address 50% of the customer issues. (More on this at the top level http://www.microsoft.com/whdc/maintain/WERHelp.mspx)

(I say that tongue in cheek.) For all those who are awaiting the release of the new Xbox 360, take heart in knowing that you’re not alone and that there are many people in Redmond waiting along side you… or more likely, behind you in the queue. From an update notice I received today from my on-line retailer:

Dear Valued Customer:
 
Thank you for your recent Xbox 360 order.  Our supplier, who works directly with Microsoft, has informed us that the Xbox 360 will be in extremely short supply throughout the Holiday season and into the beginning of next year.

Unfortunately as a result of this short supply, many orders will not be fulfilled in time for the Holiday season. We apologize for the inconvenience and will notify you when the Xbox 360 becomes available.

Sincerely,

Customer Service

It may matter in some circles who you know, but I think that the people with the clout and real power this holiday season (or at least on Nov 22nd) are those in the shipping and fulfillment offices of the major retailers. [;)]