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Before and After
How about the struggling experience of calling the 'customer care' of your telecom company for an help?
It takes you two hours -not getting- an answer. At least here in the boot.
Creating Passionate Users here adds something about keeping promises.
Some companies keep sales in-house to win customers, while outsourcing what the customer needs to use their stuff, like training and technical support. Some companies put their marketing budget in glossy brochures, without caring of their boring out-of-date user's manual.
There are things that come together with our product and stick to our clients. Things influencing their experience as users, like manuals, support, usability, compatibility. All those things are neither among the product features we showed to the prospect, nor in the 'value proposition' we sent him.
Create positive, viral momentum is a matter of keeping the promises.
Giorgio Buccilli
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