Humane customer service

In my opinion effective customer service doesn't involve wowing a unhappy customer, rather it involves providing a brief and timely response to the problem with a personal touch. I recently had a good customer service experience from BBC which I decided to call humane customer service.

As a BBC subscribe using BBC Listener app I have only been somewhat impressed by the app. I am especially irked by the fact that it does not support background listening. However I love the content.

So I emailed BBC Listener Feedback requesting background listening and multi-tasking. I did'nt expect to hear from them (I had low expectation given my CBC FIFA app experience), but I was very happy to receive an email from Matt :

Hi Jijesh,

Thanks for getting in touch. We're currently working on an iOS4 version with
background listening, multitasking and improved graphics. We hope to release
this in the next couple of weeks. It's on it's way!

Thanks again,

Matt

After reading this email and reflecting on my personal feelings, I am convinced that more than often what unsatisfied customers need is a brief and timely response to their issue with a personal touch, aka humane customer service. Have you experienced humane customer service recently?

Solid user experience key to information mobility

There is a lot of buzz around mobile computing and information mobility. I know many marketers working on mobile applications who often overlook an extremely key element of mobility - great user experience. Here is a quick overview of how Google approaches user experience in mobile apps.

Google's Leland Rechis was quoted in an Information Weekly article emphasizing that solid user experience is key to successful mobile apps. According to Rechis, Google reviews all mobile apps through the following 6 filters to ensure a solid user experience.

1. Understanding users, anywhere, anytime
2. Fits in your pocket
3. More personal than the PC
4. Consistency across modes
5. Localization is intensified
6. Integrated devices, modes, products
   

I think any one working on mobile apps should definitely be aware of the above 6 layers and should at least occassionally check out Google Official Mobile Blog, Windows Phone 7 Blog, and the Blackberry UI blog. Details of the above 6 filters are available for review here.

Come define Canadian Digital Media with 49Pixels

Few days ago I attended the first meeting/unconversation held by 49Pixles project. It was my first time live blogging and I have to say barring my short battery life it was a fun experience.

49Pixels: If you work in digital media space in Canada and especially in TO you should stay on top of 49Pixels: Pixel to Product research study. This study's objective is "to create a classification system for Canada’s digital media industry and shed light on the industry’s size and scope." To learn more about the project and its lead researcher, Justin Kozuch follow @49pixels and @jkozuch. If you like what you see please volunteer.

Needless to say at a cool event like #49pixels you can be sure to meet cool folks like @gavangibson, @clickeric, @Khaleed_Juma, @tendermuffin, @lolakuketz and @joanneacri.