A blog by M3 Sweatt with thoughts on time, technology, products and services at Microsoft
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The Little BIG Things: 163 ways to pursue excellence by Tom Peters
I count myself among the many Tom Peters fans out in the business world, and just started his new book “ The Little BIG Things ”. I noticed on his blog that Mr. Peters has released a summary PDF version of the book available for free download - I highly recommend it. What you'll likely...
4 Aug 2010
What's on your TV: cable, satellite or OTA + the Web?
Someone asked today on a local mailing list for suggestion on local television options: Dish, DirecTV or Comcast (our local MSO). I noted that it used to be that if you wanted to get reasonable TV service throughout your home, cable offered the best option requiring no additional set top boxes for...
1 Aug 2010
A few examples of how Microsoft product groups integrate the voice of customers into the development cycle
A couple of years ago, Steve Ballmer talked about in his email to customers how Microsoft can do a better job of serving its customers. One of the ways we did this was through the creation of the Security Development Lifecycle (aka SDL) in 2004, which helps to improve the security, privacy and reliability...
16 Apr 2010
Your questions: Windows Essential Business Server 2008 (EBS2008) was discontinued… what are my options?
From Daniel… timely in my effort to cover at least one customer and partner challenge or issue per day … "I read the news today… EBS2008 [Windows Essential Business Server] was discontinued… what are my options?" The news in question is from this post on the Essential Business Server blog …...
5 Mar 2010
Your questions: "Will you answer questions on any Microsoft product? How long does Microsoft support their products?"
Diane asks… "Will you answer questions on any Microsoft product? How long do you [I assume she means Microsoft] support the products?" Sure, I'll try to provide answers and of resources available for the product line. This is not a replacement for our support system for products that...
2 Mar 2010
My life as a customer, part 2: Three red lights flash on my Xbox 360 Ring of Light (again!) RROD much?
Sitting down with a glass and a controller in my hands, I logged into Xbox Live for a post getting-the-kids-to-bed Xbox 360. Ooh, that's a new screen. Turn off the non-responsive Xbox 360. RROD . Another Groundhog Day : it's Saturday night, after the phone agents are gone at 1-800-4MY-XBOX...
1 Feb 2009
My life as a customer: this week, it's about cable television… and more than the 2009 DTV move
My life as a customer. This week, it's cable television and the proposed digital television transition... not be confused with that other digital TV transition … as Tweeted today . If you read my post about my email and Tweet exchanges with Comcast , you'll recall that I wrote to register my complaint...
31 Jan 2009
Announcements: the kick-off of Microsoft Answers beta, courtesy of Chris Kilbourn
A new site has hit Microsoft.com, in support of our customers: the new community on the Microsoft Answers Site , Microsoft’s first consumer-focused support community. Chris Kilbourn (the Lead Site Manager for TechNet) posted today about the launch... "A few times in my career, I've been lucky enough...
15 Dec 2008
Handling customer technical questions should not be like the Sunday funnies
Some days, the comics are just so right on the money. ( http://tinyurl.com/3qsahl ) Tags: Humour , Dilbert , customers , customer feedback . http://tinyurl.com/3rcl82
28 Sep 2008
Dude, I'm returning a Dell: the hard drive failed on our new PC
I wanted to share a very frustrating story with you that happened to me last weekend, one that I shared with Dell's customer advocate folks. You may've read my post on the poor customer experience at my neighbouhood Best Buy (the good, the bad... you get the picture). I was in search of a new laptop...
13 Sep 2008
Running into issues with an update to Windows XP SP3? There's free help available
Patrick Marshall has a weekly column in the The Seattle Times where he answers reader questions "about everything from recovering deleted files to the pros and cons of handheld technology." Today he has a column in which he responded to a reader having difficulty installing Windows XP Service Pack 3...
9 Aug 2008
Your questions: "How do I make Internet Explorer my default web browser?"
As I work in the Windows division, a letter made its way to my office: a customer mail sent to one of our senior leaders that asked... "How do I set up Internet Explorer to be my default web browser?" Simple question you may say, but unfortunately in this case, the customer noted that they were unable...
23 Jun 2008
Connecting with Customers via Windows Error Reporting (Watson) and CEIP
Earlier this week, I provided a couple of glimpses at how product groups listen and respond to customers and partners. In the seven plus years I've been at Microsoft, I've seen lots of different ways how product teams listen and respond to customers. Previously, I worked along side the Engineering Excellence...
29 Mar 2008
Speak Your Mind: Dynamics hears the voice of the customer, with video, too
As I posted yesterday in Hearing the voice of the customer- learning how to listen and respond , I reflected that sometimes it's more difficult for larger, more complex and diverse companies to nimbly listen and respond. And it seems that as you get larger and more global, it is a challenge to continue...
23 Mar 2008
Sony offers customers a way to "opt out" of trial ware and applications on new TZ notebook PCs for free
Breaking: Sony Won't Charge $50 To Remove Bloatware | Gadget Lab from Wired.com Peter Sayer of infoWorld noted noted in an article yesterday that Sony initially offered to remove some of the trial software installed on new laptops for a fee... "Buyers of the configure-to-order versions of its...
22 Mar 2008
Windows Vista SP1 Update now available to MSDN, TechNet subscribers, with download links
As noted on the MSDN Subscriptions WebLog and TechNet Plus ... the Windows Vista SP1 update is now available to MSDN and TechNet subscribers. Proof that Microsoft does listen and respond. ;) MSDN ... We heard you. Look for it in the Top Downloads list by end of week, on http://msdn2.microsoft...
14 Feb 2008
Believe it or not, customers want to talk to real people when they need assistance
Richard J. Dalton reports in Newsday this past Sunday that customer service industry experts report the "inability to reach a live representative is one of the top complaints of consumers calling customer-service centers." I'm sure that it's right up there with "I waited for I-don't-know-how-long on...
7 Aug 2007
Defining customer service isn't always easy
Amy Conn-Gutierrez has an article in the Dallas Morning News on how companies are struggling in their definition of customer satisfaction. "Customer service isn't what it used to be. That's a lament expressed by many consumers, convinced that a golden age when the customer was always right is long...
31 Jul 2007
Dell's direct2dell blog is a year old, and they've learned a lot about their customers
Dell's direct2dell blog is a year old, and the blog's keeper, Lionel Menchaca, has posted his insight and comments on the last year in the blogosphere... "While we've made progress, I'm not saying everything is where we want it to be. We stumbled out of the gate. Some things went well , others...
14 Jul 2007
Article: Building Customer Relations by Listening
Interesting article this week from Karen E. Klein on " Building Customer Relations by Listening " in BusinessWeek (Smart Answers June 1, 2007), in which she finds that communication is a foundation of better customer service... sometimes as simply as asking your customers and employees... "Customer...
8 Jun 2007
Readers respond to InfoWeek's question: "Does Customer Service Still Exist?"
Following up on my earlier post this week on InfoWeek's question " Does Customer Service Still Exist? " I was not surprised to see the volume of comments added to the blog posting. I also agree with several positive comments, in particular on HP, and this one on the etailer NewEgg.com : "Newegg...
8 Jun 2007
Xerox' customer focus and interaction (BusinessWeek)
Good article in this week's issue of businessweek.com on Xerox customer focus . Their tech chief, Sophie Vandebroek , is pushing greater emphasis on customer focused design, bouncing new ideas around in focus groups attended by more than just Xerox marketing folks: they include Xerox "scientists and...
6 May 2007
Your questions: "What about Mac Office, Entourage and Daylight Saving Time?"
Great to hear from an old friend in Silicon Valley who works for a certain company in Cupertino, who asks: "I read your posts on the impact of the chnages to Daylight Saving Time . What about Mac Office -- is it OK with the new DST change?" Glad you asked. ;) News from the Mac team WRT Entourage...
13 Jan 2007
Try out the new Microsoft.com home page
You can try out the new Microsoft.com home page by going to http://labs.microsoft.com/en/us/ . It's slick, fast, easy-to-use and visually appealing. Joe Wilcox at Microsoft Watch noticed : "The software giant is testing a new home page , and do I detect some AJAX? The new Microsoft.com also...
2 Dec 2006
Seth Godin on lambchops, and I don't mean food
This week Seth Godin writes about lambchops , specifically "The lambchop theory of success." First, his definition: Lambchop: "A kind, thoughtful person. Someone who keeps her promises. Someone who does great work but doesn't always brag about it. Someone you'd like to work with again. "It...
18 Nov 2006
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