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Boing Boing Reports on Two Disconnects Between Operations and the Customer Experience

Today Boing Boing reports on two stories that illustrate disconnects between operations departments and the revenue generating mission of an organization.

First it's airports. Cory Doctorow posts a report that airports are covering power outlets to deny power to travelers looking to recharge their laptops and cellphones. Many of these same airports sell access to WiFi internet access. Who can buy and use WiFi if their laptop batteries are depleted? This sounds like a disconnect between operations looking to curb electricity use and management that wants to generate more revenue and enhance travel customer experience.

Cory also points to a post on the Re-Imaginering blog that discusses maintenance problems at Walt Disney theme parks. Apparently, the operations budget is so tight that animatronics are deactivated instead of repaired, figures are repositioned to avoid excessive wear on costumes and entire new attractions are actively opposed by operations because they don't have the budget to maintain them. Again a disconnect between operations and the customer experience. Raving fans who are more than willing to evangelize the theme parks are noticing and the web is spreading the word.

How about your organization? Are you aware of any disconnects that are negatively effecting your customer experience? Maybe it's as simple as that incredibly cheap paper in your laser printer. That cheap stuff will save dome pennies but the client frowns at that cheap stuff their expensive reports and studies are printed on.

Where do you see disconnects that are sending mixed messages about your business to your customers? Is it time to realign your budgets and priorities?

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February 28, 2006 in award winning newsletter, Blog Outsourcing, blog publish, Brand enhancement, Business Marketing, Business newsletter, CMO, Weblogs | Permalink

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