The customer experience of Black Friday

As is often the case this Friday I find myself mostly working alongside the majority of the adult population of the UK. What this means on Black Friday is that my online buying is likely to be curtailed by the daily chores of work that will be getting in the way of my interweb purchases. This distraction doesn't seem to have affected the retailers who seem to be bombarding my inbox with email reminders about the merits of today while I have zero opportunity to act upon it.  If these emails are intended to result in a call to action for me to pick up my credit card and start spending then they are mistimed. If these reminders/prompts/aids were timed for this evening when I am not consumed by all this work related then I might have some chance to take advantage of them but given the volume of these emails by this evening I will have lost the need. Filing up my inbox so I have an excess of Mail while a work will not help conversion rates but irritate me by their volume. 

The customer experience of a tour of Wembley stadium

Wembley stadium plays host to major concerts and sporting events including home of the English national football team. There are cues to the past of English football throughout with Bobby Moore represented with his own suite and statue. The stadium itself is vast and modern in its architecture and fittings having replaced the previous Wembley towers in recent times. When the venue isn't hosting tens of thousands of spectators for a major event it makes its money hosting conferences and providing tours to members of the public. The tour takes you into the underbelly of Wembley where you are shown the route players and celebrities tread including a chance to venture onto the pitch although not onto the hallow turf. The tour guides are passionate in delivery and extremely knowledgeable about all things to do with the current ground and its history. A tour takes less than an hour but is a great insight into such a spectacular feature of the London skyline. Epic. 

The customer experience of Zee messenger

Messaging services such as WhatsApp and Zee continue to take market share from standard SMS services on phones. The messaging functionality goes beyond 121 messages and gives better 1 to many services including video and imagery to bring to life your messages. The issue with Zee and others is the invasive manner in which the apps are trying to grab market share. To retrieve a message you have to provide your email, phone number, access to your contacts, access to your photos and essentially a route into your personal space. The app then messages your contacts on your behalf without requesting permission so a random message is fired off to your unsuspecting contacts. Very dirty tactics for getting a broader customer base. These services seem to be sidestepping the Apple application sign off process which formerly was strict on this sort of behaviour but seems to be allowing such functionality. I'm sorry Zee but this is an epic fail. 

The customer experience of handsfree phone calls

Using your mobile while driving is well established as a driving offense and generally frowned upon in social circles as we have been made aware of a number of high profile media stories where deaths have resulted from such actions. As a result of this choices are to switch off when in the phone and let voicemail pick up the strain or use a hands free solution to keep in touch with all those vitally important communications such as what to have for dinner that evening. The difficulty comes when using these in how to trouble shoot a problem knowing where to point the finger when you get cut off mid way through the first minute of your conversation. Do you blame your phone, the technology demon you don't understand?  Your network provider, those invisible slackers soaking up your cash and losing you service when you need it most?  The Bluetooth connection?  Bluetooth?  More like witchcraft. Or the hands free phone kit that mocks you visibly from your car?   Because all these elements interact with one another and for most mere mortals we don't have the tools to decipher any problems we are left frustrated and angry at whatever is to hand. Handsfree calls. Epic in their complexity. Epic fail in making a call without some glitch. 

The customer experience of downloading movies through Apple TV

Many TV adverts showcase technology that allows you to throw digital content wirelessly direct to your TV from mobile devices able to wow your friends with your cable free lifestyle. This piece of functionality is something that has been with us for some time with the Apple TV that allowed iTunes users to share content wirelessly with the TV all in glorious high definition. The Apple TV is a beautifully crafted yet simple device that currently gives Apple a route into television interfaces that is likely to see replacement in the future by the long anticipated iTV although could be some naming rights issues there!  One service that Apple TV also offers is the ability to stream newly released movies selecting from a list in a classic movie renting style. You select through various filtered genres the movie you want then agree to the pricing streaming it to your TV paying through your iTunes account so no credit card details required. The movie stays open to viewing and reviewing for 48 hours permitting you to start and stop at your leisure. Problems emerge however when you hit broadband reliability issues and you struggle to get a fluid picture or any picture at all. The movie renting functionality is pretty epic but only when your broadband doesn't start smoking with the stress of it in the corner. 

The mixpixie customer experience

The twin tape deck hi-fi was a must for all teenagers in the 90's having become an established icon throughout the 80's. Creating a mix tape of your favourite tracks and sharing with friends an essential activity of school playgrounds. The mix tape also became part of the courting ritual with couples making the ultimate romantic mix tape to give to their newfound love and show their love through the power of top 40 hits. As technology developed and tapes died out the mix tape was replaced by home burnt CDs but these lacked some of the personalisation of the tape. Mixpixie are striving to bring back this retro feel with CDs created that give more of a mix tape vibe. Log into the site (www.mixpixie.com) and select from over 13 million tracks your choice in tunes then personalise with a bespoke cover with your text and even photos. To add to the home grown flavour you can even add in a voice recording to wow the recipient. All done online and delivered in days it feels more special than burning a playlist onto cd although in reality is exactly the same concept. There is something to be admired though about this resurrection of old school music tapes. Mixpixie. Epically retro. 

The customer experience of no reply

For many services no matter how skilled we may be in a variety of areas there will be jobs that we simply can't do and need a specialist to help. Even the most proud of men must concede that certain jobs go beyond what they can manage. For some this may be as lowly as changing a lightbulb for others this may be as lofty as refitting a boiler. For all of us though there are limits to our powers that see us reach out and request paid help. Taking the step to ask for help may well be painful but when we have made it we expect instant response. We want acknowledgement that our business is important and that our request was justified. When left hanging with no acknowledgement or a friendly reply with prompt timeline we can quickly lose patience with this concept of getting help and either give up altogether on the folly or even worse have a crack ourselves. When sending up the red flag we want a quick reply and that shining knight of support marching down our driveway. No response. Epic fail. 

The customer experience of a digitally connected home

Every home is continuing to become increasingly connected with the internet of things becoming more of a reality to consumer Britain on a daily basis. As machines talk to each other and everything becomes more complex from wireless music to smart TVs no longer is it enough to simply know how to programme the video recorder and tune in the telly. This week our household went into meltdown as we needed a new modem that managed to confuse every device in the house.  The configuration now needed borders on first line technical support and invariably results in something not working the same as it previously did and the resultant complaints. Digital house. Epic. Configuring it. Epic fail. 

The customer experience of applying for a loan

With a worldwide recession a harsh reality of the 21st century we have all had to face the grim realities of financial planning and showing prudence with where we splash our cash. Diamond studded pants and gold plated handbags may be on the essentials list for premier league footballers but for most of us mere mortals carefully managing our finances is a must. As our monthly money goes on buying less and less the need for additional financial assistance is necessary for anything over and above the regular bills and payments. The advent of a new car purchase, holiday, boiler or other major investment sees even the most frugal of us looking to the banks for the option of a loan. Emergency money lenders are in the spotlight for their enormous rates but I am focused here on the more efficient long term loans provided by banks and now supermarkets. You can't escape Tescos even when looking for a loan deal. The experience of applying is a nervous one as you are left to await the decision of some over arching being who holds your well being in their hand. You then need to provide every piece of evidence of your intentions down to a DNA sample from your first grade teacher. In time money arrives and you are able to bask in the extra cash left with the tunnel of repayments having satisfied the loan approval gods. Loans.  Epically needed. 

The click & collect customer experience

As the world of online shopping continues to mushroom taking huge chunks of business away from the high street the suppliers of these digital products need to continue to evolve to meet the ever demanding needs of their consumers. An emerging model is the click and collect service where you but online but then elect to pick up the product yourself in store. This solves the issue of missed deliveries and also allows shops to align their digital and physical sales channels bringing customers into their stores to collect products and then having the footfall opportunities to sell to then while they have them in store. The customer experience is improved and puts the customer in the driving seat to manage the transaction. It also helps keep delivery costs down for all as the products are added to the regula store delivery run. Could this approach help keep the high street alive? Click and collect, epic saviour of the high street? 

The customer experience of broadband failure

An internet enabled home is nearing an essential utility for many with our lives revolving around digital services. Computers, tablets, phones, TV's all rely on an internet connection which we take for granted on a daily basis and for those of us working from home becomes a critical item. The fatal network connection error leads to blind panic by all members of the household and eyes turning to the local first line technical support, any member of the house who knows how to connect to wifi. Likely not the most technical individual but the sucker burdened with bringing the house back to life. As buttons are pressed and settings changed little makes any noticeable difference leading to the last resort of the modem switch off and on. When this fails to make any difference its time to bring out the big guns and phone for help. Technical service lines then have to earn their money and get you up and running quickly from a remote location where they are shooting blind in hunting for the issue. When the inevitable occurs and they can't help you there is no other option but sit tight and wait for a man in a van to come to your aid. All of this pain and disaster leads you to realise just how valuable your broadband is and question if now might be the time to get a second line into the house....just in case!  Broadband failure. Epic fail. 

The customer experience of a supermarket refit

A trip to the supermarket is generally a mundane affair which has lead to online grocery shopping continuing to increase in popularity as the interfaces become more user centric and delivery times more flexible. This leads a visit to the store in person needing to be as straight forward as possible allowing us to arrive and exit with as few barriers to this as possible. This allows us to manoeuvre through the store in full zombie mode oblivious to much of what we see as we march around the exact same route time after time picking up our regular favourites. This familiarity is therefore completely thrown when the supermarket elects to "remodel" the store changing all the aisles and confusing your weekly tour of the store. In time it will feel like "your" branch again but for now all it feels like is someone trying to ruin your day changing what you know. Epic?  Not for many weeks to come. 

The customer experience of ageing Apple hardware

Every year Apple tempts us with slimmer, shinier, faster tech that we cannot live without and need to upgrade to immediately. This frenetic cycle of upgrade is subject to the financial constraints of modern life as families need to question the essential purchase status of a new MacBook versus a replacement boiler. These ongoing challenges of tech versus drudgery lead to some devices having a longer life than Apple may have planned. My original iPad is still a thing of beauty and of huge value to me and family life as it springs instantly into life from the coffee table able to help with everything from checking a bank balance to watching my TiVo box remotely from bed. It has started to creak at the edges now with no operating system updates any longer coming through. It is stuck in a Groundhog Day operating system of 5.1.1 completely oblivious to iOS 7 and all it's redesigned wizardry. Due to the lack of processing oomph in the original iPad it cannot take the strain of iOS 7 or for that matter iOS 6 which leads to increasing problems as apps no longer support the n minus 2 operating system. Each loved app starting to falter and fail leaving my poor iPad turning into an obsolete brick left behind by the pace of modern upgrades. Only 4 years old and I fear nearly ready for permanent retirement. Epic death of my loved iPad. 

The customer experience of an iPad mini

The original iPad was launched 4 years ago providing the solution to a problem we didn't know we had. Mobile usage and apps had exploded and we all were comfortable using mobiles and laptops where necessary so why did we need a tablet?  The press reaction to Steve Jobs unveiling of the iPad suggested he had gone off the boil and this innovation would be a huge flop. How wrong we were as sales and variants of tablets have been explosive. So why the iPad mini?  Another problem we didn't know we had?  With other manufacturers flinging out 7 inch tablets and 5 inch sized phablets Apple needed to branch out and offer an alternative sized device and the mini was born. The 7 inch device offers similar specs to its larger 9 inch sibling so delivers impressive processing power and crisp screen resolution. The key difference is the size and it takes some adjustment. Seemingly obvious but having rapidly adapted to the world of tablets a mini tablet did not seem such a quantum leap but for some reason negotiating how to cradle the device feels less natural. That said once you find your approach it is hugely useful delivering real capabilities while being light enough to be with you everywhere and bringing real mobility. iPad mini. An epic slow burner. 

The customer experience of Christmas shopping in the High St

As we survive bonfire night with sparklers still glowing on the grass the Christmas frenzy can move into full swing. Still over 6 weeks away but you can't hide from it with TV advertising pummeling you into submission that you might have to start thinking about what to buy the mother in law for Christmas. For months there has been extensive press coverage on the failing state of our High street shops and that we should step up to save them putting down the tablets and return to real shopping with a personal touch. This weekend I made this brave move heading to the High street to see the state of British shops savaged by the internet. Surprise surprise it was rammed  with little space to catch your breath as people marched in search of bargains in the run up to Christmas. There certainly appeared to be plenty of supporters for the High street and my thoughts turned to the rosey view of Internet shopping as you ponder which novelty socks to buy whilst half ignoring the X-Factor on TV. High street shopping mayhem making internet shopping seem all the more epic. 

The customer experience of Goodnotes on iOS

The notepad is dead long live the tablet. Last year I decided to try and change my way of working dumping my trusty notepad which I had spent years refining my approach to note taking and switched to digital. As an advocate of all things digital it felt hypocritical not looking to different methods for something as every day as taking notes. Having been a champion of all things Apple for a number of years it felt right to trial this on android and use a device and application on that platform. Having slaved and sweated over this for a year I have now given up on it and switched back to Apple. Very much not giving up on the digitalised note taking but jumping ship onto the HMS iPad and all it's familiar loveliness. In order to make some efforts to new areas I am doing this on an iPad mini having become used to note taking on a 7 inch tablet. Throw a stylus in the mix and a decent tablet cover making it feel more book like your ready to go. Ready minus the vital ingredient of an application of course. Having downloaded every single hand writing application I tried them all. Some for a very short moment realising instantly they were not right. After a smorgasbord of testing I have now settled on Goodnotes on iOS that is outstanding. Handwriting on my tablet with ease adding in photos and hand drawn images feels completely natural and uninterrupted by crashes or technical glitches. This is the way forwards and I certainly won't be reaching to the stationary cupboard again for the last notepad. Goodnotes. Epic note taking. 

The Good for Enterprise customer experience

As blackberry continues to struggle the future of corporate email has become a more relevant topic for companies around the world. With leaked documents recommending an exit strategy from a blackberry service everyone is scrambling around wondering what next?  Is this where Microsoft makes a serious bid for the mobile market and steals the corporate crown from a weak blackberry facing the same fate as Ericsson. Another option is for companies to look at Bring Your Own Device services that enable your corporate email accounts to be accessed through a native mobile application on a personal mobile. Imagine no more corporate mobiles to support with executives regularly dropping their phone down the loo or leaving it on a train. Good for enterprise is just such a service where you download for free from an App Store onto the main platforms and then use an activation code to get to your corporate email. This isn't without issues as the users are then using their own data packages and mobile minutes on company business so need some form of compensation agreement but on the plus side the device is their problem. There is also the small issue of security with remote wiping of content a must but services such as this have solid solutions to this and administration. For the end user I have one less device which is great and a decent touch screen interface that works the way I am used to. BYOD. Epic. 

The DIY point of no return customer experience

Decorating and home improvement are an unavoidable activity for most of us home owners unable to take the easier option of escaping to the Caribbean on holiday while some skilled team of workers descend onto our pad and transform it in our absence. Nope. Tight budgets and an established history of counting the pennies mean we crack on ourselves and roll our sleeves up to do the work. While flicking through house magazines and picking colour samples all seems harmless there comes a point where you no longer are planning but start doing and here is where the dilemmas start. Initially you witness only a minor impact on your lovingly kept home but before long you have to bite the bullet and go past the point of no return where you properly trash your house. Holes everywhere with carpet ripped and covered in paint as pipes and wires are exposed in all directions and you accept that at this point in time your home is a disaster and utterly trashed. No hiding from it but to move forwards it is a painful reality that we need to first make things worse first. Much much worse which leads to at times to the question of why you even began this folly and hark back to memories of garish floral wallpaper with silk ceilings. But at times like these you need to stand firm and smash through it holding onto your vision of a home fit for the cover of "modern swanky interiors monthly". DIY point of no return. Epic commitment required. 

The google nexus 7 experience

The nexus 7 was launched giving Google a physical presence in the tablet hardware stakes although the machine itself is in reality an Asus product. The nexus runs on android as you would expect and has access to the growing swarm of android apps available. The device is lightweight and very well finished often mistaken for the iPad mini as it shares much of its dimension with the Apple rival. The lack of a decent camera is an early shortfall which is a surprise as it has a rear facing camera for face recognition security purposes. The operating system is fluid and easy to negotiate with common tabs of apps on hand easily familiar to any smart phone user. The device comes with a range of memory sizes starting at 16gb but no option for increase with memory card or interchangeable battery. A complaint often posed to Apple users by Andoid consumers but seen here also. The battery life is pretty poor if used hard with a struggle to get more than 5 hours of use from it. The main issue is the regular crashes that result in the applications. All too often it hangs and then crashes out to the home page an experience alien to Apple users and something that wears thin very fast. Nexus. Not epic enough I am afraid. 

The customer experience of printerpix

Digital print services have advanced in line with customer expectations from the improvements in digital camera technology. Most smart phones now have high quality cameras built in with 1 megapixel grainy images a thing of the past. Demand for cloud print services is high as we no longer trudge down to Boots with our 35mm roll of film we want to manage our printing digitally. With printer cartridge and photo paper prices still very high external services are the most common method to transform your snaps into physical print. Printerpix ( www.printerpix.co.uk ) offer such a service but extend this beyond mere 5x7 prints into specialist art products such as montage canvas production. The sort of bespoke service that would normally need a graphic designer can now be done at home for a reasonable fee. Software to manage your upload and manipulation puts you in control of the process and is reasonably straight forward to use. Only issue with this service is their customer interaction in managing expectation post production while you await your delivery. From the point of sale to delivery there is no progress updates so you are left in the dark awaiting receipt wondering if something has gone wrong. Epic experiences need dialogue and would really help printerpix enhance their customer journey. 

The PayPal customer experience

Buying and selling over the web is a perilous past time filled with opportunity for disaster with scams and fraudulent hazards await you around every corner. Every request for your credit card details over the web should be met with extreme responses as you bring in the big guns to protect your cash and identification. All this fear and hassle opens the gateway for providers such as PayPal to offer you an alternative and something you can trust. This aligned to sites such as eBay mean that mere mortals can trade over the internet without setting up complex https secure site pages but simply provide their PayPal email account and sit back as punters confidently transfer you money. No Nigerian money scams in the mix or invitations to provide your PIN number just simple secure transactions. PayPal is linked to your bank account of your choice but is not a bank in its own right but allows you to conduct transactions safely online and without any complicated IT wizardry. PayPal. Epic.