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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
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Before we prepared lunch for the kids yesterday, I was forwarded an article from Advertising Age this week, A Digital Conference With Some Humility: Day 2 . In it, editor Matthew Creamer highlighted some of the action at the recent Ad Age Digital Marketing
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In the article "The Future of Customer Service" on msnbc.com (from - Entrepreneur.com), writer Sarah Pierce looks at the impact of the Internet and now-ubiquitous mobile technology on consumer expectations of customer service. We've come a long way in
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A lot can happen in seven years . Nice to receive a cake, as it were... I received several notes and a couple of IMs today congratulating me on my anniversary, as today is my 7-year anniversary at Microsoft, a little less than a third of my career. So
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In case you've been off mail for the last half hour, Reuters just reported that Jeff Raikes , the leader of the business division (including Office, Sharepoint, Exchange software) "and one of [Microsoft's] longest-serving executives" will retire from
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Quick post between meetings. Here's a link to the gizmodo interview with Bill Gates ... In our third interview segment, we asked Bill what's on his mind when he wakes up in the morning, and what he's still worried about when he goes to bed at night. At
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As I mentioned previously , our taller son decided on dressing as Master Chief from Halo for Halloween, with his younger brother adopting the persona of a Pokemon Ranger . And, as luck would have it, both costumes were made from scratch, as neither are
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There are times when we hear that something isn't possible, that a schedule can't be met, that there's not enough time, there aren't enough resources or that's not my job. (I'm saying in general, not at Microsoft ;) There are two stories that I have followed
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This morning we reprised our daylight saving time webcasts with a Webcast on (wait for it) "Preparing for Daylight Saving Time." We presented an overview of information on Microsoft products and resources available to help businesses and individuals prepare
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Earlier this summer, Jason Daley wrote in Popular Science (June 2007 issues) about the Worst Jobs in Science 2007 , noting that worst job #6 was that of a Microsoft Security Grunt . "Teams of Microsoft Security Response Center employees toil 365 days
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Benjamin J. Romano has an insightful article in today's Seattle Times on the preparations "for the post-Gates era" at Microsoft by the leadership. "Building a bank of collective wisdom is one part of the preparations going on at the highest levels as
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Of interest: ZDNet 's Mary Jo Foley spoke with Satya Nadella, in charge of the Search & Advertising Platform Group, in her post today What’s next on Microsoft’s search agenda? ... "Nadella, who was named as the head of Microsoft’s combined Search
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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
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I've received several mails asking for more info on User Account Control (UAC) since my last blog entry on Windows Vista UAC . Mark Russinovich from our group has a new article on TechNet, "Inside Windows Vista User Account Control" from the June 2007
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I read today on inc.com that jetblue's founder is stepping down as CEO . "David Neeleman, founder of embattled low-cost airline JetBlue, is being replaced as CEO, company directors announced Thursday." Sad, as Neeleman has been a poster child for great
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