Gray Smoke

On one hand, I see Microsoft trying to reinvent itself with Surface Pro 3 and on the other I find MS losing its plot on some areas. For the last 1 week, Whatsapp which is one the largest mobile messaging platform is no longer available on Windows phone. The reasons that they have given is due to the notification issues. This has resulted in lot of very angry customers around the world.   http://www.techtree.com/content/news/6290/update-microsoft-promises-solve-whatsapp-issue-windows-phone.html At a time when MS and Nokia is trying to regain market share, having one of the key application would have surely resulted in loss of sales and worse customer experience. After 5 days of the application being, Windows phone VP, sends cryptic tweets For those w Q’s on Whatsapp: they pinged us about an issue that popped on notifications, we’re working with them on a fix. More info soon — joebelfiore (@joebelfiore) May 22, 2014 Ps - the notifications co...

Customer satisfaction is one the most abused terms in management. Almost every CEO wants their company to be rated high on this. However very few are willing to invest in making sure this happens. For his you need to make sure your operations, your product and even your sales is focussed towards it. It starts with sales not over committing and selling what is available. The product itself must be designed to meet the customers explicit and implicit needs and finally the operation must make sure that these product/service delivered to the customer is as expected. Breakup down in any one of the steps will hurt the satisfaction.