Genuine customer service

I was one of those mad enough to try and get one of the last trains out of London before Christmas and with the cold-snap it was of course bound for the delay we had. I journeyed with Wrexham & Shropshire Trains and due to the delay they offered all travellers a feedback form. This train operator is very small and prides itself in its justifiable 99% customer satisfaction results. In my form I did compliment (if I can use this word when the praise given was completely due) and last week they announced that due to financial difficulties they were closing down. It is a big shame for the community. But this morning I received a letter from them, dated after their closure, and it thanked me for my words and custom. Although this customer relations assistant was loosing her job, she still sent me a letter. She did it not because she had to, in fact I bet no-one asked her, but it was in her very good nature. People do care.

Seeing the path of our inevitable arc

I always think the best reading involves a little history to give some perspective like this Mashable article on the development of the history of social media. One of the very early pioneers of social media was Stanford’s Steamtunnels who were just a long way before their time. But innovation is just the next step or a combining of two ideas, perhaps in a new place. While the Bay and the rest of the world are trying to figure out whats next – the next inevitable technology that is just around the corner, we should step back to see if the birds-eye view helps. The development of us, the web, the wirring technium we live in is being driven by our combined knowledge (which of course includes an understanding of the application of this knowledge). How can the combined intellectual capital of our being get smarter? Do you agree that it is primarily by increasing diversity and by increasing connectivity? I’m sure you’ve guessed the parallel with the neurons of the brain. Maybe the way social media is helping us get smarter is via the Six Degrees of Separation Principle. Is this a constant, i.e. is the number “six” a function of the radius of the earth or of the population of the plant? In our future, Ecumenopolis, will it be six or five or kvar or tri or lower? I’d love to know, and to be the first to be able to see around that corner.

Absolute rubbish?

Is it really true that 89% of the emails we receive are “spam related”? As with any statistic, it’s all in the definition, and the definition of spam. If spam is simply unwanted emails, then I have to agree. I am not sure if anyone has any research or views, but I suspect spam is actually hurting a brand more than it’s helping. A snapshot of my inbox suggests that the spam culprits are those big enough to have a marketing department – and herein lies the problem, big marketing departments with pointless targets. One example sitting in my inbox today is from primelocation, it smells like they have sold my data to a company who are flogging books on foreign exchange day trading. Now is this really helping you?  Continue reading

Saved but gone forever?

This is a great article, in fact I think it will build on ideas and thoughts many people have already had. How many times have you had to help someone who just clicks save without checking where they are saving to?

But as an additional comment to the idea of data being lost due to hardware disappearing, I just want to mention that in his book (superb), Kevin Kelly observes that we as a human race never loose technology. To explain this he gives examples of sapien tools and these tools are available to buy now. In fact I challenge anyone to suggest a technology that is no longer available or that we are not able to create. Ye cannae change the laws of the technium!