Technology

Being America’s Un-carrier is simply this. It’s about listening to and advocating on behalf of US wireless consumers. That’s it. The simple act that first ignited this Un-carrier revolution – and set T-Mobile apart from the entire US wireless industry – was that we listened to the customer. And that changed everything. And, of course, that goes for the BlackBerry loyal, too. We hear you and stand with you. We always have and always will. So, obviously, we were disappointed in BlackBerry’s decision this week to end their agreement with us. But here’s what really matters most for BlackBerry owners. Whether you’re an individual customer or business customer, nothing changes. Nada. Zero. Zilch. If you’re already with T-Mobile, you can continue to count on us for the great...
3,049
To our customers, At Apple, we strive to make world-class products that deliver the best experience possible to our customers. With the launch of our new Maps last week, we fell short on this commitment. We are extremely sorry for the frustration this has caused our customers and we are doing everything we can to make Maps better. We launched Maps initially with the first version of iOS. As time progressed, we wanted to provide our customers with even better Maps including features such as turn-by-turn directions, voice integration, Flyover and vector-based maps. In order to do this, we had to create a new version of Maps from the ground up. There are already more than 100 million iOS devices using the new Apple Maps, with more and more joining us every day. In just over a...
1,996
Like any large company, EMC experiences and successfully repels multiple cyber attacks on its IT infrastructure every day. Recently, our security systems identified an extremely sophisticated cyber attack in progress being mounted against RSA. We took a variety of aggressive measures against the threat to protect our business and our customers, including further hardening our IT infrastructure. We also immediately began an extensive investigation of the attack and are working closely with the appropriate authorities. Our investigation has led us to believe that the attack is in the category of an Advanced Persistent Threat (APT). Our investigation also revealed that the attack resulted in certain information being extracted from RSA’s systems. Some of that information is specifically...
2,413
Today, EMC announced SourceOne, another replacement for its email archiving product EmailXtender – the third in five years. It is version 1.0 of a brand new product offering limited interoperability with existing EmailXtender archives and Documentum. We believe EMC customers deserve better, which is why Symantec is offering EMC EmailXtender customers a way to quickly and easily migrate to the world’s #1 email archiving product, Enterprise Vault. Migrating to Enterprise Vault offers the following advantages that EMC has yet to deliver: • Integrated SharePoint Archiving to reduce storage and E-Discovery costs. • Integrated File Archiving to shrink backups, reduce storage and enable rapid e-discovery. • Proven E-Discovery tools to meet longstanding legal requirements and...
2,434
Dear Customer Service Provider, My role in the Customer Service industry is that of your customer. In the corporate hierarchy, that should place me one step directly above the CEO. I am the lifeblood of the entire company. Without my involvement, there’s literally no reason for your company to exist. Now that we have a proper perspective, there are four things I’d like to say. First, I don’t want to call you. Nothing personal, but it’s a pain. I have better things to do than wait on hold to speak to someone who doesn’t know me, then try to explain a situation I really don’t believe they can help with. I do give you credit for trying to make it less painful, though. You’ve done your best to bring my hold times down, and I do appreciate the slight upgrade in music. (Side...
2,229
An Open Letter to Smarsh Customers: Actiance wants to make you aware of a recent change in its relationship with Smarsh, and how Actiance can help you improve how you archive social media, email, and all your other critical business communications. Smarsh has been using Actiance Socialite to export social media to its archive since 2011. If you are a Smarsh social media archiving customer, Socialite has helped you meet archiving requirements for compliance, litigation preparedness, and corporate governance. After April 30, 2014, Smarsh will no longer be using Socialite, making now an ideal time to evaluate how Actiance can continue to meet your needs. Actiance can help you reduce the time and cost required to archive and discover social media and other communications with its new...
2,682
I don’t believe I’ve met Satya Nadella, Microsoft’s new CEO. But I do know Bill Gates, Steve Ballmer, and John Thompson (the chairman of the board). I like the new management team. I’ve been disinterested in anything Microsoft does for almost a decade. Why? My clients—customer-centric, tech-savvy executives in both large and small companies—stopped caring about Microsoft. They used to care a lot. Now, what Microsoft does is largely irrelevant to their business and personal lives. Many of my clients still use PCs. But most have non-Windows phones, and they typically have non-MS tablets. They still use MS Office apps. But they don’t care what Microsoft does. The “post-PC” strategy that Nadella has telegraphed finally piqued my interest. Of course Microsoft is going to focus on mobile...
3,056
Dear BlackBerry, I noticed yesterday that you took the time to pen an open letter to the "tens of millions" of people you say count on BlackBerry products every single day. That was very nice of you, especially at a time when you clearly have a lot more on your mind, what with takeovers, rival bids and the possible break up of a once-iconic brand. You spoke of "challenging times" ahead and making the "difficult changes" necessary, but the overall mood of your letter was one of hope and positivity - "You can continue to count on us." I thought I would reciprocate and respond in kind with my own thoughts on why BlackBerry customers, and any potential customers, cannot count on you anymore, and why the future is not bright, but utterly bleak. You can continue to count on us...
2,240
Dear CMO, As a measure of customer satisfaction, most KPIs are useless. I especially dislike the key performance indicator emails answered per hour, which is particularly dangerous for your customers. It’s KPIs like this one that lead to low customer satisfaction, resulting in angry posts on social media and blogs. On the face of it, it seems like a great idea. What’s wrong with encouraging your staff to respond to customers as quickly and succinctly as possible? Customers get quick replies, your staff are fast and efficient, and you keep your staffing costs down (because you need fewer staff). The problem lies in the fact that a fast answer is not necessarily a good one. Yes, speed is important. Customers who write to you with simple questions don’t want to wait forever for an...
2,141
I am pleased to share with you that Wow Web Works is now an Allegra company. Allegra’s mission is to Enhance the Value of the Businesses We Serve, and improving our service to you was a key motivator in the final decision to merge with Allegra. I want to let you know that we will still provide the same great service you’re used to, utilizing the same staff that you have always worked with, and with many new experts too. For now, Wow will remain as Wow Web Works but as an Allegra owned and managed company, Brian Kaufman is the company President. He holds degrees in engineering, and in marketing, and his passion is in building sales programs, prospecting programs, and in marketing production for his clients large and small. As a client of Wow, Allegra has many services that you can...
2,085

Pages