How often have you heard this when you check in to a hotel and said "yeah I have thanks". It seems to be a replacement for the more common "hello sir and welcome to our hotel" but I have come to expect slightly more from this simple statement - in fact, I'd rather not hear it at all. Here's why...
Last week I was in Edinburgh for a splendid Burns Supper (which was quite marvellous) and stayed at my favourite hotel in town. When I phoned to make a booking a few weeks ago, I gave all my details and responded to the question "have you stayed with us before sir" with a "yes". On the phone, no particular note was made of this. I was asked the same question when I checked in though having stayed in this hotel many times I would expect they would know that my answer is going to be "yes" and even pre-empt it with a "welcome back Mr Clayton, we've booked you in to your preferred room and ordered The Times for you in the morning". They have all this info and in the era of service being king it surprises me that they don't use it to make my stay even more personal and memorable. That's not to say I didn't have a great stay and will go back there in all likelihood - it's just that I think they missed an opportunity.
What's more odd is that this is generally a pretty savvy establishment - they send me emails with offers and updates so clearly they use some form of Customer Relationship Management (CRM) solution. My wish is that they took it even further - when I check-in I'd expect them to have a screen with the details of my recent transactions with them? The key word here is transaction - whilst CRM is a wonderful thing for getting closer to your customers it can be used poorly and you end up with a transactional relationship. I want a personal relationship where they know I'm going to use the WiFi and offer me a discounted service perhaps, or know that I may need a shirt pressing for the next morning. You always remember poor service but equally, you subliminally remember great service and with discreet use of IT systems and attentive staff this can make all the difference. Clearly it needs to be done with respect for privacy etc but at the very least, we shouldn't expect to hear those words - "Have you stayed with us before Sir?"
Improved Customer Relationships is one of the topics I'll cover in more detail but it's clear IT has a part to play in improving our interactions with businesses and as we move further in to a world of service businesses and individuals have more choice than ever, smart use of IT systems could be the difference between winning and losing customers.
Microsoft has been working in the hospitality arena to help and Microsoft Smarter Hospitality can improve guest experiences. Check out the whitepaper and video. There are also a tonne of partner solutions in this arena.
This area has huge potential the more I think about it. Initially I simply thought about the check-in experience and staff interaction during my stay but technologies like Media Centre can permeate the experience within the room to provide an even more personal touch - I can foresee the room of the future where I can connect to my Media Centre at home and watch my recorded TV, photos or music.
It's controversial but are the days of buying infrastructure solutions over? When I joined the IT industry it was at the time that Windows NT4 was starting to take hold and Windows 95 was being dreamt of. I spent a lot of time getting to grips with the first web server in NT4 (Internet Information Server) and trying to use Index Server to index Usenet newsgroups...though I can't remember why. Whenever the new CD arrived from Microsoft or something appeared on the web a bunch of technical guys would pore over the details. As a slight aside, check out the screenshot of the original Microsoft.com homepage - we've come a long way!
Somewhere along the line though people starting being less concerned about the ever growing feature list and more concerned about what business impact the software could have. In short, solutions started to gain traction. That's not to say that the features that get added to products aren't reasons for buying new versions but businesses started to get more concerned with the business benefits of software and slowly but surely our language changed to talk about the business value. Whilst that may seem obvious, it was quite a shift for many who were product (and feature) focused.
To give you an example, in Windows Server R2 we improved our Distributed File System feature. The new features provided a more efficient replication of files and the changes between files as they changed. In English it meant that when a file changed on a system that you wanted copied to another system the technology became more efficient at send just the changes within the file, rather than the entire new file. Sounds pretty tedious and boring and you'd struggle to sell that feature to an CEO, let alone an IT Director. Try this version though:
....by implementing the improvements within Windows Server, Paul Smith, has restored one day a week of productivity to IT staff and one hour a day of productivity to branch office staff. It’s also saving $12,000 annually in tape costs and network bandwidth is 50 percent more efficient, with some file transmissions now taking eight seconds instead of eight hours....
Sounds much better? Case studies are perhaps our most powerful way of communicating the business benefit of technology. This is the kind of sale that we're talking more and more with our Microsoft Partners about. I spent some time recently with a local partner in Chiswick talking about this dynamic. Their customers don't necessarily want IT solutions - they want business solutions. If those business solutions happen to rely on IT that's not a problem - customers are happy to invest in IT if they seem business benefit. Ultimately they want something that has a business impact on the KPI's they care about. Does it make them more efficient (drive down costs), sell more (drive up revenue) or allow them to open a new market for example.
I'm off on the road shortly to talk more with our partners about this approach - taking solutions to customers focused on Business Efficiency, Flexible Working, Collaboration and Improved Customer Relationships. Software can help with all of these things but we need to turn it in to business language for it to resonate with customers. The message for me is that we need to get better at learning this language and translating our products features in to business solutions for our customers.
I gave a presentation at a series of Microsoft roadshows during the back end of last year about "the way I work" and how it's changed over the years. It was something of a revolution as I have spent most of my 8.5 years here talking technology - starting with Internet Explorer, Proxy Server (now ISA) and then moving on to Office, Exchange, Site Server and Tahoe (now Sharepoint). More recently I spent time working on the mobile device side of our business and learnt to love the 8 hour time difference between Taiwan (HTC) and Seattle (HQ). The presentation talked very little about products and more about the notion of Flexible Working - and just how much things have changed since I joined the UK workforce. A number of pivotal things happened to enable me to work flexibly
On the latter one, I remember being in New Orleans about 7 years ago trying to connect my Philips Nino via a Motorola Timeport back to our RAS server to allow me to get email. Things have changed somewhat - my email now just arrives on my mobile device anywhere I am in the world as GPRS is widely available - where it isn't I can get to my email from any Internet connected PC via Outlook Web Access.
All of this means I can work pretty much anytime, any place but there is one other key factor that makes this possible and it's not technology.
Without this, all of the technology in the world wouldn't allow me to work flexibly. What is surprising is how many organisations haven't worked this out despite that fact that folks like Drucker have been talking about it for years - he coined the term Knowledge Worker in 1959!! He also stated that "Knowledge workers don't believe they are paid to work 9 to 5; they believe they're paid to be effective"
I suppose the summary of this is that technology has to come together with a leap of faith from business leaders that they will actually get more from their employees by providing them with the freedom and technology to allow them to work more flexibly. Many of my friends work for organisations who could enjoy massive benefits (staff morale, greater productivity, employee retention and reduced building costs) by allowing their staff to work flexibly but I guess their management come from the old school of wanting to see people at their desk from 9-5....it's so depressing. The other side of that is they think I'm mad when I read my email on my smartphone perhaps on a Saturday afternoon - my view is that at least I can and I choose to work that way whereas they have no choice - their work is done at work. Perhaps why so many British workers take their work on holiday with them?
The TUC has published a paper that shows the latest figures from Britain's Labour Force Survey (LFS) that British workplaces are still far from flexible. New research for the TUC shows that the majority of employees have no individual working time flexibility. More than one in ten employees - a staggering 2.3 million - would like to work fewer hours even if this involved a cut in pay but are not able to do so. Which takes me to my final point
The difference in what the TUC seems to be saying and what I'm talking about is subtle - I am very much an advocate of technology enabling flexible working of many types (working on the road, working from home and working on outputs rather than inputs) whereas the TUC focus is on businesses supporting more flexible working practices. I think the two are not mutually exclusive as technology can enable knowledge workers of all kinds. You could say I am biased but I for one couldn't work any other way and I know several other organisations who have taken the leap of faith and seen the benefits.
I read an interesting supplement in The Sunday Times today entitled "Business Agility" that was sponsored by PC World. Quite a bit of the content concurred with (and used the same research) as a lof of our UK work on Flexible Working and the New World of Work (NWOW) with folks like Peter Thomson of The Future Work Forum quoted. One thing didn't sit too easy with me though and that was the over-riding notion that they positioned flexible working as working from home (WFH) is one part of the story - I had a pretty flexible working week last week that took in the following venues
It does irk me a bit that this correlation often gets made - WFH is only part of the picture. The NWOW is as much about what you do as where you do it though. Technology is going to have a profound impact on the way we get stuff done over the next few years and software thankfully will move away from being a long list of features that a user has to accommodate towards accommodating (and anticipating) they way they work. It needs to - according to IDC, a typical information worker in North America has seen the daily volume of business-related email increase by a factor of ten since 1997. I can vouch for that!
Anyway...I'll be back with more on the NWOW soon...off to do some more email for now :)
Off topic (though linked to my forthcoming discussion on collaboration), I have 5 invites available to trial the beta of Windows Live Messenger which will succeed MSN Messenger. It has a cool new UI, extended contact list (600), nicknames, timestamps and more. You can find an exhaustive list on the site of the folks who build it.
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