Tag Archives: apps

Why Can’t a Tech Giant like Google Have Amazing Customer Experience?

Is a company like Google too large to make huge impacts on their customer service? I don’t think so…

Now, to be fair, when I complained that the iPhone App for Google+was no longer working, I did get a comment from +Vic Gundotra, who “plus-mentioned” someone else (I’m assuming the person responsible for the Google+ App for iPhone).

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The iPhone App has yet to be fixed, but I give Google major points that the person in charge of Google+ actually read my post and passed on the information to someone who may actually be able to do something about it…

I sent +Vic Gundotra  a private message about this, thanking him and offering up a suggestion, but I don’t know if he read it or not (he never responded, but he is a busy man), but it’s not private information. It is a deeply held belief of mine, so I don’t mind sharing my advice on this post…

Companies Make Mistakes

Shit happens. From my many years managing in the restaurant industry, I learned that no matter how “tight of a ship” you run, occasionally the ball is going to get dropped. At my restaurant, it might be a spilled drink tray or an undercooked piece of meat. For Google+, it may be the iPhone App breaking or various other bugs that occur from time to time.

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The two are actually a lot more similar than a lot of people realize (running a restaurant or running a billion dollar tech company). Both occur in real-time, right in front of the customer. There is no “down time” during the operating hours of a restaurant, just as there is no “down time” during the running of a social network. They can’t just magically fix all the mistakes while things are shut down and reopen the next day fresh.

They have to stay running on all other fronts, in addition to fixing whatever went wrong. A restaurant has to continue serving all of its other patrons, and a social network has to keep functioning for all of its other users, while the problem gets fixed in the background (at the same time).

Initiating a Moment of Truth

This is what I used to call it when something bad happened at the restaurant. It is not a ‘problem’… it is a ‘challenge’ that gives the business an opportunity to show what they are really made of. As I said, initially, companies make mistakes (even the best companies). How the mistake is handled is what separates the weak companies from the strong companies.

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The “problem” that occurred is an opportunity for the business to:

  1. Apologize for the mistake.
  2. Let the guest/user know that a solution is being worked on.
  3. Fix the problem (get the right food out or work out the kinks in the Google+ iPhone App).
  4. Make it up to customer/user (with restaurants, I would comp a guest’s meal, but with a social network they may need to think outside-the-box on this step).

I was the only one that I know of that complained, but I’m sure the bug in the iPhone App affected all Google+‘s iPhone users. To make up for the iPhone App being unusable for multiple weeks, perhaps on the next App update, they could include an extra feature that is iPhone-exclusive.

So, a way +Google+ could “initiate a moment of truth” would be:

  • issuing an official statement that explains the error
  • that they fixed it.
  • they are including an extra special feature in the next update to make up for it.

Another way Google+ could initiate a moment of truth would be:

  • issuing an official statement.
  • that they fixed it.
  • maybe offer a couple free songs from Google Music (a way to apologize, and secretly convert iTunes users over to using Google Music).

The fact that +Vic Gundotra  took notice of my post at all was huge for such a large company like Google… and I can infer from his plus-mentioning of someone else that it’s being taken seriously. However, Google could take it to the next level of customer experience by doing something like the examples I’ve listed above.

I know that it is such a large-scale user base that the individual can get lost in the shuffle, but I don’t think the solutions I’ve suggested above are unreasonable for Google to do, and it would set them apart from the other technology companies by actually taking the user’s discomfort seriously, showing that they empathize with them, and making an effort to do something to make up for it.

That’s what would push them into an exceptional customer experience level, like what you would expect at one of the Disney Parks. The “word of mouth” alone from doing something so positive would spread like wildfire on the net: “Even Tech Giant Google Cares About Their Users, Whether They Use Their Branded Smartphones or Someone Else’s.”

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You couldn’t beat that. Just a suggestion…

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Who Wants to Build a Startup with Me and Get Super Rich While Changing the World?

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Who wants to change the world (and make some serious cash doing it)?

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I have the concept and the knowledge… I need a small team who want to change the world.

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I really want to develop a new Personality Type testing system, more advanced than the standard MBTI (Myers-Briggs Type Indicator). There is so much useful information scattered about the internet, it’s just that you have to look in a million different places and put the pieces together yourself.

As an ENTP, I’m super excited about this challenge and am very knowledgeable about the subject. I’ve even studied up on Socionics, which is like twice as complicated as the MBTI.

I want to build the test, and then make a website, perhaps even an app that:

  • Allows you to take a real test, and then has detailed, complete information about your type. I’m also wanting to go as far as inter type relations (how your type interacts with other types).

I need a few people that can help me out. As an ENTP, I’m a natural collaborator and brainstormer. If I try to complete the project by myself, it’ll honestly never happen.

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I think if we could build an app for iOS and Android, we could perhaps even turn this whole thing into a startup company. I met a gentleman yesterday who has a ton of money, and is looking for a creative way to invest it. For example, he’s in the process of buying 85 used houses, remodeling them, and then flipping them for profit. So, he’s got serious cash.

Not only that, but we could include in the app various types of feedback to find out what kind of music they like, what hobbies they are into, where they work. We could use that data to create a quantified self, and I think we could sell that data for big bucks.

This is the future, ladies and gentleman…

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But, I absolutely need a few good people to help me with this.

Please let me know if you would be interested in developing this project with me. Anyone who gets involved in the pre-investment stage would be made a part owner of the business. We could actually make some serious cash here, guys.

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I have a couple job interviews in the next few weeks, but if this would absolutely be my first choice if we could work it out. We could be the team, the originals, the Mark Zuckerbergs and Shawn Parkers… the Steve Jobs and whoever the hell he worked with. We would be in control and in it from the beginning.

People love this Personality Type stuff, and I know that we can do it much better.

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MBTI breakdown for Men and Women

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Cognitive Information Functions

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MBTI Chart

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Socionics-based Inter Type Relations Chart

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Socionics Chart for the Different Types.

They have different terminologies, for example an ENTP is an ILE in Socionics (It stands for Logical Intuitive Extrovert). Logical being the Thinking functions, Intuitive being the Intuitive Function, and Extrovert for Extrovert. The reason there is only 3 letters vs 4 is because of the order they are placed in. They don’t need a J or a P at the end to identify the type, it goes by what order the letters are in.

Socionics: Types by Quadra

What the Hell are Those Symbols?

Each of those symbols represents a different cognitive function. The triangle is Intuition, the circle is Sensing, the square is Logic (Thinking), and the L-shaped thing is Ethics (Feeling). The Dark ones represent extraverted functions, and the White ones represent introverted functions.

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Duality in Socionics

One of the strongest variations from MBTI is the belief in “Duals.” These are two different personality types that compliment each others’ strengths and lessen their weaknesses. It is said that “Duals” are IDEAL companions / mates, as they together form an almost Yin-Yang like full entity.

The Dual Functions:

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Cognitive / Information Functions and their Interaction with Each Other.

They compliment / contradict each other, according to socionics. It’s a brilliant philosophy, but it was abandoned by the inventor of the system (who came from Soviet Russia) several years ago. Nobody has taken up the reigns to fully flesh out the system and simplify it for the regular non-sociologist. THAT is the objective of the startup.

Socionics is a branch of psychology that studies relationships between psychological types.

It is based on somewhat modified system of psychological types described by C.G.Jung in his Psychological Types (1916, 1920 etc.) and Tavistock Lectures (1935).

You also know a different version of Jungian typology known as the Myers-Briggs Type Theory (MBTT). It is based on the test called Myers-Briggs Type Indicator (MBTI). It is well known in the US, and for the last years in Europe as well.

The Myers-Briggs Type Theory is sometimes confused with socionics, although there are some differences between these two theories. Let us describe them shortly:

  1. Different methods of type evaluation. MBTT almost completely relies upon tests, while socionics from the beginning developed alternative methods – determining type by interviewing, observation, etc. Verbal testing is considered as a secondary, not primary method, because it says nothing about the nature of types. This does not mean that tests are not known in socionics. For example we the authors of this article developed the Socionic Multifactor Test, which we are going to discuss below. In the last years socionics focuses on biological parameters of types.
  2. Somewhat different definitions of the 4 basic type criteria. In MBTT, the type is defined as 4 basic choices: extraversion (E) or introversion (I), sensing (S) or intuition (N), thinking (T) or feeling (F), judgment (J) or perception (P). Socionics uses terms logic/ethic – instead of thinking/feeling, and rationality/irrationality – instead of perception/judgment. However, more important is the contents of these definitions, they do not always coincide.
  3. Intertype relationships. Although several representatives of MBTT proposed their own views on compatibility between the Myers-Briggs types, a thorough theory of intertype relationships does not exist in MBTT. By contrast, Socionics, from the very beginning, was created as a theory describing and explaining some regularities of relations between people.

On the other hand, there is also a lot in common between these two theories. Main fields of application are the same: family and business consulting, education etc. When first publications about MBTT appeared in the former USSR (a very short overview appeared in 1984, and several popular books were translated since 1994), socionists found a lot of useful information there. We believe in fruitful cooperation between these two branches of Jungian typology is possible; we should not forget about the differences, but we believe they can be resolved.

Here are some links that go into depth more about the way the functions interact with each other (and it goes into much more detail about socionics:

I know it’s a little tricky and complex, but that’s the point. We make it simple and user-friendly and we disrupt society.

http://www.the16types.info/vbulletin/content.php/32-foundations

http://www.socionics.us/relations.shtml

http://www.the16types.info/vbulletin/content.php/10-socionics

http://www.the16types.info/vbulletin/content.php/22-socionics-hypothesis

http://www.socionics.us/theory/information.shtml

http://www.socionics.us/practice/duality.shtml

http://www.socionics.us/philosophy/scientific_theory.shtml