TMCnet - World's Largest Communications and Technology Community



Appliance Deployment and Customer Satisfaction
» More Appliance Deployment Feature Articles

Appliance Deployment Featured Article

January 24, 2012

Appliance Deployment and Customer Satisfaction

By David Sims, TMCnet Contributing Editor

It’s possible to get so fixated on the particulars of what we do in our business every day that we lose sight of the overall picture. For example, what business are you in? Hotels? Telecommunications? Transportation? Computer applications and deployment? Voice over Internet Protocol? Selling anvils to coyotes? Mafia hit man?

Wrong. You’re in the customer satisfaction business. Appliance deployment professionals NEI (News - Alert) know this, and a recent blog post was written to remind their industry colleagues that no matter what line of work you think you’re in, you’re in the business of pleasing customers and providing goods and services that are valued by other people enough to pay for more than once.

In the highly informative post, NEI’s President & CEO Greg Shortell wraps it all up under the headline of “The Experience.” It’s not just the product; it’s not just the service that you’re selling. A great VoIP phone system sold by rude sales people, delivered by indifferent contractors and installed by surly, uncommunicative technicians is a bad overall customer experience.

Shortell details a recent auto service job where the mechanics asked him, “Had they met my expectations on the service experience they provided and was there anything they could do to improve the experience?” Underline the word “experience” in that sentence. Not just “was your car fixed?” but “can we improve the overall experience?” Obviously fixing the car falls under that, yes, but the overall experience is much more than simply having your car fixed.

When it comes to appliance deployment, customers are humans who want to be satisfied, if not delighted, in their significant interactions with a company. And Shortell sums up the best avenue to satisfying and delighting a customer in a meeting as “asking ahead of time what the customer expects to accomplish – or what would be the best use of the available time.”

To that end, Shortell recommends listening to what the customer says – not just hearing, but listening. One way to assure yourself, as well as the customer, that you’ve done this ahead of the meeting is to send an  an agenda in advance to confirm that you’re both on the same page.

In addition to listening to the actual customer, find other people to listen to. Shortell recommends initiating follow-up calls with channels or resellers, because they might be correcting things you don’t even know are amiss. “Wrong power plugs was an example I found,” he said, adding that he gets good suggestions from such interactions, if not always specific troubleshooting fixes.

Moreover, look for ways to give customers unexpected “wow” moments, as Shortell says. Want some ideas? Look at Nordstrom’s and Disney (News - Alert) case studies, among others. The Web is awash with them, as they’re the stuff of customer satisfaction legend.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein

» More Appliance Deployment Feature Articles

A computing entity that delivers predefined service(s) through an application-specific interface with no accessible operating software
Definition of an Appliance
Gartner, Inc.

White Papers

A Virtual Appliance Model for Deploying Applications in the Cloud
Top Five Considerations for Deploying Next-Gen Appliances
How to Deliver Software as a Purpose-Built Appliance
Gaining the Business Benefits, Avoiding the Pitfalls
Energy Star Specifications for Enterprise-Class Servers
What Application Software Vendors Need to Know and Why the Intel® Xeon® 5500 Microarchitecture Will Help Achieve Compliance

Success Stories

Endace Selects NEI to Support Rapidly Growing Systems Business
Endace is a leading provider of next-generation, high-speed network monitoring and recording systems. Its solutions are guaranteed to capture 100% of packets at speeds up to 100 Gb/s and easily optimized for a wide range of monitoring and security applications.
NEI Enables Alert Logic to Scale its Business by More Than 40%
The task of securing enterprise data and ensuring compliance can be daunting, particularly as the use of mobile devices grows and computing environments evolve.
Right-Sizing a Security Management Appliance
Bringing Cross Domain Security from Software to Hardware
ITT-AES Chooses NEI for a Comprehensive Approach to Product Development
Modus Operandi: Taking Email Security to the Next Level
NEI Brings Flexibility and Cost-Effectiveness to Vircom's ModusGate Solutions


Thrive in '09 - Strategies for Success with Intellitactics
Learn how to gain market share, increase efficiencies and reduce costs
Thrive in '09 - Strategies to Increase Efficiencies and Keep Costs Down Featuring Vircom
Learn how to gain market share, increase efficiencies and reduce costs
NEI speaks out on Energy Star server ratings
Listen to eWEEK's podcast with NEI about the impact of Energy Star ratings on servers
Implementing Smart Services
Learn how smart services can improve lifecycle management, reduce operating expenses and grow revenue
[ Get WebEx Player ]


Low-Cost Desktop SOHO Network Appliances (S-500)
1U Rack Mount SATA Systems (S-1000 R5 / S-1200 / S-1400)
High-Performance, Low-Profile Systems (S-1600 / S-1800 / S-1900)
Highly Customizable, Small Footprint Communications Systems (C-1000 / C-1200 / C-1500)
Highly Customizable, Scalable, Long-life Communications Systems (C-2400 / C-2500)
High-Reliability, Medium-Density Communications Systems (E-1800 / E-2000 R5 / E-2900)

Daily Alerts

[ Appliance ]
[ Appliance Deployment ]
[ Software Appliance ]
[ NEI ]
[ Communications Solutions ]
[ Network Appliance ]
[ Application Deployment ]
[ Linux Appliance ]
[ Server Appliance ]

Technology Marketing Corporation

35 Nutmeg Drive Suite 340, Trumbull, Connecticut 06611 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments:
Comments about this site:


© 2018 Technology Marketing Corporation. All rights reserved | Privacy Policy