From Customer Service to Customer Success: Taking the Next Step

Geoff Moore

People First is delighted to share work that is relevant to our initiatives. Geoffrey Moore is an author, speaker and management strategy advisor. His work has influenced the careers of many of us at People First and we are excited he granted us permission to share this particular article.

In the article, Geoff explores the transition that organizations must act on as we move deeper into the 21st century. Products have driven the enterprise—selling more to whoever will buy—when it is the customer experience where all eyes should be turned. Geoff believes this experience is not something you can expect a chatbot to deliver, and we agree.

This article on customer technology was published on LinkedIn, September 25, 2017.

In the Age of the Product, customer service ensured that the product lived up to its specifications.Ā Everything after that was the customer’s responsibility, not the vendor’s.Ā In the Age of the Customer, the bar has been raised.Ā Now it is theĀ outcome that must live up to theĀ customer’sĀ expectations,Ā else it is the vendor who is left holding the bag.Ā That requires a whole new function, what the SaaS sector has taught us to callĀ customer success.Ā Let’s take a closer look at what has to change.

First of all, we still need customer service.Ā Products still break, implementations still go awry, and parts still wear out, and they all need to be attended to.Ā The traditional CRM customer service model is admirably suited to the task.Ā It is organized around a trouble ticket generating a case which is managed through to a resolution with the data captured in a knowledge base to better inform the next case.Ā This is by design a product-centric model, putting a premium on accuracy of information and reduction of errors, with productivity being measured first and foremost by the number of cases closed and the time taken to close each one.

What this system does not measure well is the customer side of the equation.

Read More →


Can the Digital Economy Ever Be Sustainable?

World Economic Forum

People First is delighted to share work that is relevant to our initiatives. Mei-Lin Fung is a member of the People Centered Internet and an active, founding member of People First.

Read this article at The World Economic Forum as published on September 19, 2017.

Hurricane Harvey dropped 52 inches of rain and 27 trillion gallons of water on Texas and Louisiana. And a new kind of ā€œAll-hands-on-deckā€ response emerged.

Glenn Reynolds, author of An Army of Davids, writes: ā€œBut the real difference isn’t citizens getting involved, it’s the willingness of responsible officials to see that involvement as a plus rather than a potential problem … the excellent record of civilian volunteer responders in the post-9/11 record is behind that willingness.ā€

The Cajun Navy flotilla of private boat owners demonstrated the value of government, the private sector and regular people working together. The value of such cooperation in earlier disasters like Katrina and Sandy increased the ability to coordinate when Harvey struck.

Traditional global governance is failing. Yet the need for effective collaboration, delivering good performance in the face of new challenges has never been greater.

Read More →


And Neither Are People

Do you remember The Prisoner?

If you are old enough and you were living in the UK in the 60s, I am sure the answer is a resounding, "Yes!"

I am well aware theĀ TV series was also shown in Canada and the US, but I think it's one of those peculiarly English productions that didn't translate too well. For those of you not old enough (most of you I am guessing), this is a key line from the show that always struck me: "I am not a number—I am a free man!"

Prescient,Ā when you realize, to quote Wikipedia that ...

a major theme of the series is individualism, as represented by Number Six, versus collectivism, as represented by Number Two.... McGoohan [the co-creator of the show], stated that the series aimed to demonstrate a balance between the two points.

Now if that is not a "discussion for our times," I'm not sure what is! And as you can see, this debate has been occupying me for some time. Then, along comesĀ Gaping VoidĀ to point out something similar.

innovation is not a number

Read More →


🚧 Equifax Breach of Trust

On September 07, 2017, Equifax—one of the ā€œbig threeā€ credit reporting agencies—shared a quiet investor relations document with information about a security breach that began in May, 2017 and was not discovered until late July:

[Criminals accessed] names, Social Security numbers, birth dates, addresses and, in some instances, driver’s license numbers. [They] also accessed credit card numbers for approximately 209,000 U.S. consumers, and certain dispute documents with personal identifying information for approximately 182,000 U.S. consumers.
It took Equifax another 40 days to let people know outside the company.

The response from Equifax has been ā€œcorporately cautiousā€ with little consideration for the effect on people.

Read More →


The Future of Work

Artist Jorge Otero Escobar weaving LomoĀ (Backbone) in 2015

I just read a blog post, The Future of Work – Redux by John Philpin. It provides a nice, short look at what might happen as computers, robots and artificial intelligence become increasingly present in the workplace—what will people do when ā€œall the work is done by robots?ā€ As a result, I will be using computer, robots and AI interchangeably for the rest of this post.

John expresses a view that the future includes people working with robots, not simply people being replaced by robots. I happen to agree with that. I’ve written severalĀ blog posts on artificial intelligenceĀ (AI) and my skepticism about the capabilities and pace of the introduction of AI systems. AI has enormous potential, but I don’t see AI making humans obsolete any time soon (actually, I don’t see AI making humans obsolete—period).

Computers, and by extension, robots and AI, possess one important capability: they can add and subtract really friggin’ fast. George Boole developed what we now call Boolean LogicĀ and it created an approach that allows us, following in the footsteps of Charles Babbage, Augusta Ada King-Noel Countess Lovelace (nee Byron), Grace Hopper and Claude Shannon, to stick those additions and subtractions together in such a way as to resolve any computable task (Ć  la Alan Turing).

Read More →


It Is Up To Us

If we don't care—why should the government or corporations?

Working through the news this morning, my eyes caught three different articles that I felt were pertinent to People First.


David Byrne

A fascinating article—if a tad 'self'-repetitive from the thoughtful David Byrne. The final line from his piece that examines the role of technology is contributing to and detracting from human interaction and engagement. No specific solutions, which is good, since the answers lie with 'we the people'.

ā€œWeā€ do not exist as isolated individuals. We, as individuals, are inhabitants of networks; we are relationships. That is how we prosper and thrive.

Source: David Byrne for Technology Review
(August 15th, 2017)


Federal UnionsĀ Disbanded?

Read More →


🚧 Lost Knowledge

Forty years ago, I belonged to an organization called RILKO. As you can see, they still exist. A friend of mine, Randall Rospond, Posted this to his site today. And it occurred to me that this too is a 'little bit' of lost knowledge that we could so easily regain... with thought.

What do you think?


People Last

You probably know that we publish articles to the People First Publication on Medium. We just published an article on politics and venture capital funding.

People First is not a politically driven group, but in modern America, it is increasingly hard to keep politics out of business as the two seem to get rammed against each other over and over again.

This article falls into three parts, the first referencing a politically oriented post, the second from a venture capitalist and the third my thoughts about the connection between the two.

Continue reading...


Start Up Culture

Dan Lyons - Author Of 'Startup Culture'

Dan Lyons shared a video about working inĀ the new tech start-up bubble on his blog.

This made me smile...

Read More →


So Long - And Thanks For All The Fish

And So ... The end of the River Experiment. 

Continue Reading Here.


What You Need To Know About Uber


Uber Is Not Natural And Needs To Die

This article neatly and concisely summarises everything that I dislike about Uber.

If you follow me, you will know that despite my interest in platforms and their obvious role as a significant future of Marketplaces, Uber stands uniquely in the #FAIL bucket - and would have been in the dead bucket years ago - if anything in the world was at all fair and reasonable.

This is the latest in a highly detailed series that dives into the underpinnings of Uber ... and it really does make you wonder about those VCs that have invested in them.

For those of you who are late to this series, the underlying reason that Uber is not a bona fide tech success is that the fact that it has cars available at affordable (cheap) prices is solely the result of massive, unsustainable investor subsidies. There are no network economies in running any transportation network because beyond a baseline service level, there is an inherent tradeoff between service frequency (size of fleet and staff) and profits. Uber’s app is trivial technologically and does not create a barrier to entry or confer scale advantages.

Read The Whole Article Here … Read on for some pertinent quotes:

The think tank taxi deregulation campaign blocked discussion of industry reforms based on economic evidence of potential impacts on efficiency and welfare with an emotive/tribal battle framing that precluded compromise.
…
Twenty-two of the pieces were published by pro-corporate/libertarian/objectivist oriented advocacy groups that received major funding from Charles and David Koch
…
Uber adopted the think tank propaganda approach almost word-for-word as the foundation for its market control battle Uber needed to establish the image of a battle between cutting-edge technologists fighting to disrupt a backward industry so that people outside of its core of supporters would view Uber as the heroic good guys.
…
Despite Uber’s transparent interest in destroying all incumbent operators in order to establish global industry dominance, Kalanick insists Uber is just trying to increase competitive options.
…
Uber insisted that the emergence of an unregulated, Uber dominated industry had nothing to do with multi-billion dollar subsidies but was strictly the result of the free choices of consumers in a competitive market
…
But as law professor Eric Posner points out, “…[this] is a response that any monopolist could make…But whether or not Uber does overcharge people now, sooner or later Ć¢ā‚¬ā€ once it displaces taxis and dominates markets Ć¢ā‚¬ā€it will.Ć¢ā‚¬Ā


Time To Find A New Coffee Place


Interesting - it's kind of like expecting good food from a business who's job is to fly you across the Atlantic - so too good internet connectivity from a business who's job is to serve you coffee.

Dear Mr. Trump ....


Voice Ads - And Not What You Are Hoping For

Google Tests Waters of Voice Ads on Speaker

An unprompted promotion highlights balancing act the tech giant faces between monetizing new search formats and users’ ad tolerance

[Paywall] 

I love that expression ' user's ad tolerance ' ... do they not read the news? We have already that we have zero tolerance - hence the rise of ad blockers.

File under another reason not to buy Amazon and Google tech ... and stick with Apple ... a company that makes its money from what it makes - not the people that use what it makes.

Oh - and that caption? Jeez - Alexa might be able to recognize word patterns - but it doesnt understand anybody!


John Philpin - The Other One



No we haven't met

Yes we have talked on the phone

Yes we are related (we think)

johnphilpin.com is one of his philpin sites

john.philpin.com is one of my philpin sites

Ā 

Ā 

Listen - I’m Going To Tell You A Story

It was a few years ago now, you can tell, because I had to get up from my chair, walk to the kitchen and pick up the phone.

Hello .. John Philpin

.. and those were the last words that seemed to make sense in this particular conversation. The following is paraphrased, my memory is not that good.

Oh hello, we are calling to see if you have any commentary on the recent developments in Gainesville.

Sorry, could you repeat that?

Oh yes, we are following up on some recent developments around the murders in Gainesville, and calling to ask if you might add any perspective.

I’m sorry .. what kind of perspective?

Well given your involvement at the time, we were thinking ..

Sorry. What involvement?

Is that John Philpin?

It is.

P H I L P I N ? (Spelling it out).

Yes.

Well given your connection to ..

I’m sorry, I think you have me confused with someone else.

But you are John Philpin ..

Yes. Tell you what if you give me your number, I will look into who it might be and get them to call back.

.. number exchanged and I sat down.

In 2024 if you Google ā€œJohn Philpinā€, you will indeed find that there are two of us, but back then, there wasn’t a Google … I know kids .. hard to believe. There was something called ā€˜Alta Vista’ and Yahoo - but nascent at best.

In all honesty, I can’t recall exactly how I went about the next step. We had Compuserve - and of course at Oracle I had access to the ‘real’ ‘internet’ - but - there still has to be something at the other end to be found for a ā€˜search’ to work … so this was going to be tough.

But … BUT - you may not know this, but ā€˜Philpin’ is a pretty uncommon name. Uncommon like there may be 5 to 6 hundred of us - tops - around the world today. I can also tell you that 75% of them live in Pembrokeshire, Wales, or at least in South Wales.

Ok - I jest - but it is not so far off.

Donald Philpin - a cousin of my dad’s - did some research back in the 60s and 70s and unpacked a family tree of sorts essentially connecting us all back to a ā€˜Walter Philpin’ of Tenby, Pembrokeshire in the 1600s. (When I say - research - this was no internet search (see earlier google comment), this was serious - visiting parish churches, pouring through registers of birth, deaths and marriage and painstakingly putting it all together, by talking to family members. (Now THAT was commitment.)

Anyway, long story short (let’s assume I used Compuserve) and tried to find this other Philpin. I failed. Kind of. I found an author called John Philpin - who was probably the writer this journalist thought I was. But - no way of connecting - no phone - certainly no email - even for the publisher - just an address in NYC, which IMHO seemed too hard. (Clearly I was no ‘Donald’.)

I also found a musician by name of šŸŽµFive Philpin and there seemed to be a connection to a John Philpin - and I am a music nerd anyway - so what the hell - I reached out to him through email that seemed to be associated with his music.

And nothing … for a few weeks and I then got an email from Five.

We exchanged emails - and I bought every CD he had ever released - ( I like to support ā€˜smaller’ musicians and hell - with the same last name as mine - of course I was.)

Asked him about John - and turns out John is his father - at the time Five was in LA / Seattle - and dad was over In New England. Anyway could Five connect me?

Five - ā€œLeave it with me.ā€

… delivering a result a week or so later, here’s Dad’s phone number - give him a call.

I did.

We talked for a couple of hours … mainly around who both us ‘John Philpins’ came to be us ‘John Philpins’ .. and given the tightness of our Family tree, we tracked back to our mutual roots … in .. Pembrokeshire and and and …

.. and finally I got round to telling him about the call from the news paper asking for a comment .. and there was a silence, and then .. (again ..paraphrasing)

I have no interest in talking to these people whose only job seems to be title tattle, so I wouldn’t bother getting back to them … but should they call again, I would answer their questions. They are looking to speak to John Philpin and gather ā€˜quotes’ .. give them. Don’t let knowing nothing about the cases they call about get in the way .. make it up .. it would stand more chance of being right than some of what they write. Might be fun?

We chatted a little longer - said our good byes and moved on with our lives.

I never heard anything more from the journalist - or any other for that matter, so I never got to try out John’s idea. I sporadically kept in touch with Five - had one more email exchange with John - but basically all our lives just continued, with this one tiny dent of connection.


šŸ”— John writing (in 2002) an analysis on šŸŽµ Kurt Cobain’s death - on the way through referencing his son ā€˜Five’.


Car Sticker With Truth



What It Means To Be American

... it certainly explains why I am not Republican.

A couple of choice extracts:

Nearly six in 10 Republicans (57 percent) think that “a culture grounded in Christian religious beliefsĆ¢ā‚¬Ā is important to our American identity. 

and

Forty-six percent of Republicans say that “a culture established by the country’s early European immigrantsĆ¢ā‚¬Ā is an important part of what makes us Americans.

Read All About It.


America Continues To Lead ...

... that's sarcasm folks ....

I have to say it took Battersea many many false starts before it got to here, but - it did get there. So maybe Philadelphia could adopt some of the ideas.

Oh that's right - America leads the world in thinking - and doesn't need to look outside of its borders for ideas.

That's how they always win the 'world' series and put themselves up on the pedestal of the global powerhouse.

What am I talking about? This.


Meanwhile - on a related topic - check out what you can do with an old cement factory.


Does The End Of The London Taxi Portend The End Of Everything?


First they licensed Uber, and I did not speak out - Because I was working.

Then the Trade Unionists and Taxi orgs called a mass demo, and I did not go -Because it was busy and I had to work.

Then, after realising our largest org was doing nothing, two drivers stood up shouting and rebellious...but they were expelled - I did and said nothing, just carried on working.

Then they asked for members to go to a branch meeting to vote against Judas and his WAGs - but I didn't go as I was working

When they finally took my Badge and Bill and handed it to an Uber driver - there was no one left to fight for me.

A sad reflection on the state of the taxi industry in London from TaxiLeaks. I will let you click through for the analysis and prompt to the homage above.

I just hope the apathy is not an indication of the broader topics of what is going on politically across the world. Whatever your political belief system ... the world gets the leadership it deserves. Just look at America. Trump won. Sure. Hilary lost. Sure. Hilary ran a bad campaign. Let's go with it. Trump stole the election. Whatever. 

Here is what happened. 

The voting population of America did not turn out in sufficient numbers to state clearly what they wanted.

As my twitter bio reads:

Power for the few will be assumed through the inaction of the many.