How to measure customer experience?

          When we focus on product and service innovation, what will customers get from you? If you sell a product, what buyer feels from finding the product, using it, making it broken, fixing it and then buy another product? If you provide services, how will customers feel from getting the service information, trying, renewal and buy from others? As a seller, what kind of customers you want to sell? One time customer or loyal customer?

When we focus on Customer, how should we integrate into our thinking?

Customer retention is the important thing of our company, their experience is the best feedback of our efforts. If we think outside-in by customer view, what will we feel about our company? As customers, they will contact with Marketer, Salespeople, Support and even R&D, what is their experience to face so many people for solving their questions? And what is the reason why customers keep their loyalty to buy again?  Do we provide only products or we can transform to a business partner of customers?

From Techdays to Dreamforce

Techdays 是微軟在台灣一年一度的盛會，而Dreamforce是Salesforce.com全球一年一度的大事。

我很有幸，我在2010年能進到TrendMicro上班，從以前的小公司換到一間具有規模的公司上班。而在當時，終於可以藉由公司補助去參加一年一度的TechDays，看到所謂的資訊業大拜拜。不論是技術交流或是業務交流都在那發生，也看到以前的同事在擺攤拉生意。當時的身分轉變很大，從協助客戶導入商業智慧系統的 Presales, Consultant 這樣的角色脫離出來，反而變成了客戶。不論在生活作息，做事方法，團隊合作模式都完全不同。花了一陣子才慢慢適應，最後經歷一年約聘轉正職之後，才慢慢體會到大公司的優點。