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Sunday, July 27, 2008

Friday, July 25, 2008

Beta Means Never Having to Say You're Sorry

Beta Means Never Having to Say You're Sorry By Ron Kaufman
Ron KaufmanLevel: PlatinumRon Kaufman is an internationally acclaimed educator and motivator for superior service partnerships and uplifting customer service. He helps organisations around the world achieve superior ... ...

I recently heard a technology presentation from a young but experienced CEO of a big ‘clicks and mortar’ organization. He told the large audience confidently, ‘Beta means never having to say you’re sorry.’
‘That’s right,’ I thought to myself. ‘When launching the beta test of a new web-enabled process, customers must understand it’s only a pilot run and should be forgiving if things mess up or don’t work out as planned.’
I was totally wrong about his point of view.
In direct contrast to my thinking, this e-commerce veteran explained that new web-based interactions often do not work properly during a beta test.
However, from the customer’s point of view, he insisted, your pilot run must be successful enough to avoid creating negative customer perceptions or the need to apologize after the fact.
The cost and consequences of doing it badly are customer skepticism, hesitation and negative word-of-mouth. That’s a cost too high to pay in today’s fast-moving world of instant communications.
Key Learning Point--------------------------------------------------------------------------------If you are planning the design and launch of a new customer interface or web-enabled process, be sure to have enough staff and resources on hand to execute brilliantly from the customer's point of view, even if the technology itself proves problematic.
Action Steps--------------------------------------------------------------------------------Plan ahead, staff up and allocate more resources than you will require. When you do launch, do whatever it takes to create a positive customer experience. Keep your breakdowns and learning behind the scenes. Make sure your customer is well satisfied and well served out in front.
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling "UP Your Service!" and founder of "UP Your Service College". Visit for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store. You can also watch Ron live or listen to him at
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Thursday, July 24, 2008

Airtel Ad featuring Madhavan and Vidya Balan

Airtel TVC Advertisement featuring Madhavan and Vidya Balan

Wednesday, July 23, 2008

Lalu Prasad Yadav during Trust Vote Debate

Lalu Prasad Yadav during Trust Vote Debate on 22 July 2008 taking on Jaswant Singh, speaking on his Prime Ministerial ambitions.

Lalu Prasad Yadav speaks in English - Genre:Humour

Lalu Prasad Yadav speaks in English in the Indian Parliament- Lok Sabha - Genre:Humour

Sunday, July 6, 2008

Not just funny videos...

This blog is not just about funny videos. We would like to incorporate anything that appeals to us.
For Eg. we would like to feature the Airtel TVC starring Madhavan - Vidya Balan ( interestingly, both of them have deep South Indian origins but seem to have a pan-Indian appeal) and you get the drift.

We will start posting soon........