Customer Experience, Apple Style

I just had to go through my entire iPhone Camera Roll to identify Photos and Videos which hadn't been taken on the iBone.

Why?

Apple think that you shouldn't be allowed to get your Photos off your iBone if you have the temerity to save MMS or Emailed Photos into your iBone Camera Roll.

But they don't stop you from saving them there, and don't tell you it will stop you from getting ANY photo off the iBone. Not only that, there isn't an alternative location to save them.

Even if there are technical reasons why they want to prevent Photos not taken from the device to be able to be pulled into your iPhoto (or even using Image Capture), preventing the computers Image Management from even recognising the device is some sort of bug. Exacerbated of course by not even correcting the Image Management on the iBone so that it stores these Images or Videos in a separate hierarchy.


Exacerbated further by Apple not even appearing to recognise the bug, which appears to have been spoken about online for at least 12 months and probably longer

Thank Christ for DropBox etc.

See more information on this ridiculous #fail by Apple.

Television Drug of the Nation

It has recently been grating on me that I pay a television distribution company aka Foxtel almost $100 a month for a Service. Events of this week have finally made me consider whether this is good value or not.

Last Saturday I sat down to watch the AFL Grand Final (only available on Channel 10) to discover none of the Free to Air Channels were being received by my Foxtel Box. Panic Ensued!

The Rules of Customer Experience I learned this week

Preface: This isn't my egotistical set of truths, there are many better qualified people out there who can tell you some real rules about Customer Experience. However, this is what I learned this week.

Rule 1. A Customer is anyone who gains value out of using your service, free or otherwise
Rule 2. Never do anything to reduce or impact the value the Customer gains from your service without first engaging or advising of the change and why it needs to happen
Rule 3. If you are going to break Rule 2, attempt to come up with an Alternative method of delivering the value to the Customer.

Perhaps I will add more as I see them, but for now these have been inspired by this weeks #twitterfail episode known as #fixreplies

Twitter Broke Rule 2 without providing Rule 3. Various people thought that wasn't a problem, but there were enough people who it affected to think otherwise. We are a creative bunch, so we would have worked around the lack of a Rule 3 (It didn't take long), but the breaking of Rule 2 was unforgiveable, despite the whining of paid bloggers on large sites, who JUST DON'T GET THE DEFINITION OF A CUSTOMER

I'll add more once I dissect my notes from #cebit

Hillsborough and BBC World

Open Letter to BBC World after their IMHO rather shoddy coverage of tonight's Hillsborough memorial

I think it wouldn't be beyond belief for us to expect the BBC World Service would provide expatriate Liverpool fans, or just Football fans in general to feel they were participating in the 20th Anniversary Memorial of the Hillsborough disaster. Instead you treated today as a standard news day and couldn't even put aside normal programming for 20 minutes. I find that disgraceful. English people overseas probably form the majority of your audience, yet instead it appears the more we watch your news programming the more american centric it becomes. Rationally there is enough American centric News, you should cater for your audience - even for 20 minutes of 1 20th Anniversary for a tragedy which happened in the country where you and your viewers are from.
I wish I could say regards, but instead I must show my disregard for what you provided us tonight.

As I write they are still crossing to Anfield for a few seconds at a time and voiceover commentary. See my twitter commentary on this here http://bit.ly/4BJsRM