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Customer Communication

02/20/05 | by JAdP | Categories: General Thoughts

"Under Promise, Over Deliver"; "Always be honest with your customers, just not brutally honest" are both correct values, but mostly "Keep your customers informed NOW". I agree with the "take away" in Mozilla Drops Ball on NY Times Posters, a post by Mike Rundle in BusinessLogs. The story he relates tells of Mozilla not delivering on customer orders for posters of their NY Times advertisement, and responding to customers with the same information over-and-over in "email after email".

However, I feel that the real moral of the story is that good customer communication keeps the customer informed as to the progress, or at least efforts being made on their behalf. When a problem occurs, a bug is reported, a complaint registered or a "trouble ticket" initiated, the customer is almost always satisfied by timely information. A quick response that you are investigating, the results of that investigation, requests for more information, and even a time table for resolution are all necessary parts of communicating with the customer.

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i always drop by but can’t think of intelligent comments.. *smiles*

02/20/05 @ 23:25
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I'm Joseph A. di Paolantonio and this blog has two main foci: my interest in food, and my interest in the future. This provides a look into my personal life, and is separate from my consulting work…though there will be overlap. I am an independent researcher, working as a strategic consultant and I'm an executive with over 20 years of commercial experience with a technical interest in the intersection of Internet of Things, with advanced data management and analysis methods. I view data science as a team activity, and I feel that the IoT must be viewed as a system. I am leveraging my past activities to understand the adoption and impact of the IoT; first, as a system engineer in aerospace, where I developed Bayesian risk assessment methods for systems within the Space Transportation System (including the Space Shuttle), Extreme Ultraviolet Explorer, Gravity Probe B, and many more, and second, as a enterprise data warehousing, business intelligence and analytics professional. Between my aerospace and IT careers, I indulged my hobby of cooking by starting a food company, Montara Magic, centered around my chocolate sauces. My education combined chemistry, mathematics and philosophy. I performed research into molten salt fuel cells in graduate school, and in photovoltaic materials for a short time in industry. The lure of bringing the human race into space was strong, and when I was offered the chance to combine my chemistry and mathematics skills to develop new risk assessment and system engineering methods for space launch and propulsion systems – I couldn't resist. I perform independent research and strategic consulting to bring value from the Internet of Things, Sensor Analytics Ecosystems and data science teams.I am a caregiver, a lover of science fiction and speculative fantasy, and my passion to learn has led me to a pilot's license, an assistant instructor in SCUBA, nordic and alpine skiing, sea kayaking, and reading everything I can, in as many topics as I can.

View Joseph di Paolantonio's profile on LinkedIn

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