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Customer Experience - How to convert them into a WOW!

A couple of weeks ago I decided to make some purchases for my kids. I was amazed how different customer experience can be in nowadays connected world. But, to begin from the start: I ordered online two high value high-tech goods and two large bookshelves from a price strategy driven retailer. My expectation was very high from the high-tech consumer goods company. First of all his reputation for exceeding expectations, second I spent significant money on these goods, third it is a tech company, lastly I already spent a lot of money the last couple of years. In contrast to it I was very sceptical about my purchase of the bookshelves as this brand is all about cheap, cheap and cheap. Oh man, how could I have been so wrong!
I really have to say first of all - well done to the retailer with the price strategy - you blew me away:
The website was clear and easy to navigate inclusive ordering, You set clear expectations around delivery and actually over-delivered; the shelves arrived…
Recent posts

Salesforce embraces the User Microsoft like - A Dreamforce Analysis

Now that the major waves of Dreamforce 2017 have settled, the announcements and a good part of the running commentary has been delivered, it is time for me to have a look at my pre-Dreamforce predictions. Having been briefed before the event but unluckily not been able to attend (nor having had the time to write this piece earlier, I now have the advantage of having had more ‘thinking time” and can put the main announcements that we were briefed on into a bigger picture. On the backdrop of an IDC study (sponsored by Salesforce) that postulates 3.3 million new jobs and an overall GDP impact of 859 billion dollar by 2022 in the “Salesforce economy”, the announcements basically revolve around one single topic: How to enable the employees (of Salesforce customers and partners) to deliver to this magnitude. They were around ·Easier consumption of AI technology with Einstein, and improved IoT support, ·Opening up Trailhead to Salesforce customers in order to support company specific learning m…

Oracle Ups The Ante - Does the Salesforce Empire Strike Back?

The fall conference season is in full swing. Of the big 4 we had Oracle Open World and the SAP Hybris Summit, with Dreamforce, SAPPHIRE, and Microsoft Connect() still to come. I have covered the SAP Hybris Summit, so do not need to say much about it anymore. The event was short on great announcements – maybe they will come at SAPPHIRE – but certainly contributed to showing the clear vision forward that SAP has. And it is a compelling and consistent vision. OOW 17 was a different beast, most notably with the announcement of Oracle 18c. A year ago Oracle took Amazon full on, declaring it enemy number 1. Many analysts, including myself, were confused about this. Why Amazon and not Microsoft? After all Microsoft is the company that has a very credible IaaS, PaaS, and SaaS. Add the operating system and productivity software and you have a company with a formidable software stack that can be on the winning side of a Clash of Titans. While CTO Larry Ellison still took pot shots at Amazon in his …