Back to life
After a couple of trying days, The Experience Journal is back online. Thanks to extraordinary effort by Trevor at space2burn! While the technical difficulties were frustrating, Trevor always kept me up-to-date on the issues, and always brought forward solutions vs. problems. This was a great reminder for me about the elements that go into a memorable experience:
1. Expectation: Simple switch of hosting service provider - no problem and easy switch
2. Experience: Problems with DNS transfer and propagation (the reassignment of the address and the time it takes for the Internet to recognize the change).
3. Memory: Not as easy as it looks, but what tremendous service by Trevor - a real concern about a situation he did not create!
What made this experience extra taxing was the fact that I was featured in Church of the Customer blog and podcast the day of the change. This meant new visitors, and I couldn't afford to have broken links. If you have not listened to their podcast, it is one of the best - check it out, please!
This situation is resolved by shear customer service force. While this works when the situation is created by outside forces, it should not be used to compensate for operational inadequacies. As someone once said, you cannot rely upon people regularly performing super-hero feats to get the job done. Unfortunately, too many companies have become dependent upon this approach. Instead, take the opportunity to look outside-in and see what can be done to improve your customer's experience - before they are dependent upon a person in a red cape...
Thanks Trevor! Anyone looking for a great hosting partner should check out space2burn.
1. Expectation: Simple switch of hosting service provider - no problem and easy switch
2. Experience: Problems with DNS transfer and propagation (the reassignment of the address and the time it takes for the Internet to recognize the change).
3. Memory: Not as easy as it looks, but what tremendous service by Trevor - a real concern about a situation he did not create!
What made this experience extra taxing was the fact that I was featured in Church of the Customer blog and podcast the day of the change. This meant new visitors, and I couldn't afford to have broken links. If you have not listened to their podcast, it is one of the best - check it out, please!
This situation is resolved by shear customer service force. While this works when the situation is created by outside forces, it should not be used to compensate for operational inadequacies. As someone once said, you cannot rely upon people regularly performing super-hero feats to get the job done. Unfortunately, too many companies have become dependent upon this approach. Instead, take the opportunity to look outside-in and see what can be done to improve your customer's experience - before they are dependent upon a person in a red cape...
Thanks Trevor! Anyone looking for a great hosting partner should check out space2burn.
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