Showing posts with label nzwc. Show all posts
Showing posts with label nzwc. Show all posts

Thursday, August 14, 2008

DogMog - coming soon

Sarah has been working hard on getting DogMog up and running. It's a Wellington based start-up, driven by Sarah who is a vet-nurse by training but also has a strong background in product development for Telecom. Did I mention she's engaged to my brother too? With that combination it should go well!

As Sarah says in her blog, this what DogMog is about...

DogMog gives members the ability to rate and review the products, services and parks they use, on a site dedicated to helping you make informed decisions about your pets care.

Site is up and running soon - looks like there have been some teething troubles with Silverstripe based on the last post on the blog - so in the meantime subscribe to the blog and check the site out when it goes live.

Monday, August 11, 2008

I flew a 737 for the first time today

Well it felt that way.


I visited a good friend of mine, Bill Highet, who is the CEO of Pacific Simulators. Pacific Simulators make flight simulators based on Boeing 737s.  You sit inside a completely authentic cabin with the results of your skill (or lack thereof) projected in front of you. I had a quick 20 min tour and took off from Christchurch airport, did a lap around Lyttleton Harbour and managed to land it (mostly on my own) back at Christchurch. 

I was buzzing - the experience is very realistic, control response is immediate and I felt like I wanted to be a pilot all over again.

It's more amazing when you think that this company is completely NZ based - from the hardware to the software side (although it leans heavily on MS Flight Simulator for the visuals). Production line looked pretty busy - 3 sims currently in production for destinations such as Dubai and Hong Kong. Lots of other orders lined up as well.

Like most fledgling businesses, they are tight on cashflow - expect to see some capital raising later this year. They have great opportunities to execute on in terms of both Entertainment and Pilot Training. Their Entertainment offering is marketed by Flight Experience. Looks like the Wellington Franchise is up for sale if anyone is into this. Drop Bill a line at Pacific Simulators and he will sort you out!


Thursday, July 31, 2008

InternetNZ Directorship

Very pleased to announce that I have been appointed to the Executive Board of Internet NZ.

There is a great mix of board members for this Board - we met for the first time last week and I can say for sure that I am going to have a great opportunity to learn a lot from my Board colleagues. I continue to remind Paul Swain that he was a teacher at my Intermediate School which dates both of us....

Most of all I am excited about being able to do my bit to advance the mission of InternetNZ - to protect and promote the internet in NZ. It's something I am passionate about, and with the broadband access debate starting to reach a level of maturity it's time to look to the next set of issues to address to ensure that the Internet is a key part of NZ's economic and creative engine.

InternetNZ has done a great job of advancing this debate and I look forward to being able to serve its well-informed and passionate members.

Wednesday, July 30, 2008

Why Vodafone introduced the NZ iPhone plans

There is a very clear reason why Vodafone introduced the initial contract plans for the iPhone - reducing ARPU for postpaid customers.

This article suggests postpaid ARPU fell around 10% in the quarter. Ugly. Driven by the current economic situation as opposed to the competitive situation, in my opinion.

That being the case, iPhone presented an opportunity for Vodafone to increase ARPU through higher rate plans with a lower initial hurdle. All very sensible but as we know the marketing execution did not have the intended result.

I had a look at the Vodafone site today to check my facts on the iPhone plans - being offline for a couple of weeks I missed that the high end plan that caused all the angst seems to have been removed and it is much clearer that you can use other existing Vodafone plans. I was going to say that Vodafone had introduced these plans purely for raising ARPU but it appears that they listened (to some extent) to their customers post-launch and at least tightened up the information. 

Related I heard a rumour (unsubstantiated) that they are in the dog-box with Apple as a result of the negative publicity around the iPhone release. Probably opens up another window for Telecom as I assume being in the Apple dog-box means that iPhone stock allocation from Steve Jobs is not forthcoming...


Rod's refocussed - who to follow now?

So the circle is now complete - Rod comments on his valedictory blog, an ironic end....

For those who want to know who else to keep tabs on with Rod's move to xero focussed blogging, here are a set of blogs to keep an eye on. This is made up of commentators to this 'last' post as well as others who are pushing the conversation along. 

http://diversity.net.nz
http://rowansimpson.com
http://iyeyl.blogspot.com/
http://techsploder.com
http://amplify.co.nz/
http://work.miramarmike.co.nz/
http://pellacor.com/
http://blog.synapses.co.nz/
http://www.petergriffin.co.nz/blog/
http://www.makeithappenhq.com/
http://lancewiggs.com/
http://www.wine.geek.nz/
http://scio-sphere.blogspot.com/
http://simonyoung.co.nz/
http://asiapacificheadhunter.com/
http://ceej75.wordpress.com/
http://poneke.wordpress.com/
http://www.supervery.com/
http://www.stuff.co.nz/blogs/showmethemoney
http://www.saintzeno.com/blog/
http://domaneschi.blogspot.com
http://poneke.wordpress.com/


For completeness throw some traffic my way - I hope to be able to progress along certain aspects of the work Rod has started in my own way

http://szikszai.blogspot.com/

With these blogs you'll get a mix of technology, start-up entrepreneurs,wellington issues, insightful comment, humour and the rest. Still a gap here for some leadership on the big issues like Broadband Trade Routes though.  It is really interesting to me that there is a very deep need for a lot of people who are blazing their own trails to have someone to follow, who can be a collection point for the issues and debates. Rod's blog really hit the spot.

Add any others that you follow in the comments. Self-promotion welcome!


Friday, May 16, 2008

Valuecruncher

Mark from our football team has been notably absent for most of the season. We might be second on the table (Uni Raiders) but the lack of goals is pretty much directly related to Mark's absence.
Turns out he has been working like a dog the next phase of his company Valuecruncher.

The guys there have been creating a super simple tool for predicting company valuations for listed companies. Jim has picked it up as well.

The football team used to be mightly impressed that in its previous incarnation Mark and co had found a way to monetise the NPV function in Excel. This new version seriously takes it up a level with the ability to adjust company valuations in real time plus a community function so you can see what other people are valuing the same company at. You can follow their progress on their blog.

Of course I had to have a look at the spread on AAPL - as it would be one of the ones to polarise people the most. Naturally I am not disappointed (apart from the potential upside!).

Great work getting Valuecruncher 2 out the door guys - awesome to see another Wellington crowd getting in amongst it.

And Mark - if you don't get out on a Saturday soon we may just ask Whispering Death to put your subs on the bar...
Disclaimer: I occasionally pass Mark the ball so he can score goals

Thursday, May 15, 2008

Power of reputation

It was interesting to read Rod's post today about the first year of being listed with Xero, in particular the hard work that it takes to build compelling word of mouth. It helps with his pedigree that he had a good reputation to start with. Nevertheless it still required 'phone dogging'.

It got me thinking about a conversation I have been having with a mate of mine who is convinced that you can monetise reputation. I've been thinking about when that might be useful and have started coming up with some ideas about when.

While I have been thinking about it, Michele has been starting a conversation on it. His jist is that there is enough action happening in the digital identity space that you must be able to find away to port your existing online reputation to help you with other transactions. The trademe idea is a winner. Take a look and start contributing.

Wednesday, May 14, 2008

Tell me what you want

As a proponent of customer-centred design I am always interested in ways for customers / audiences to get closer to the developer of the product, service or content.





Gripnostril pointed me to this today which talks about how some large corporates are finding ways to more directly engage with their customers. Dell and Starbucks are held up as the examples of how this is done well.





What I really liked about this was that it linked to a nice site called uservoice. It's a site where users can add and vote on suggestions. Naturally they use it themselves - instant engagement.





I want to know what you want to hear about in this blog. I've added a feedback tab on the left hand side of the template - suggest away!




Any suggestions for lightweight tools other than paint for adding red ovals to jpgs gratefully received.



TIP: if you are using blogger the script doesn't quite work - replace the '=' sign in the the 'color' reference with a ':' and it should be all good.

Thursday, May 08, 2008

Rugby 2.0

I've been spending some time with the team at Telecom who are hooked into Yahoo!. A few of them have come back from a trip recently where they went to Web2.0 and also spent some time with Yahoo! discussing strategy.

Their overall summary was that Y! have got a very solid strategy around Web 2.0 to the point where they are coming up with tools that will make Y! services better but also will work well with other Web 2.0 services. A case in point is the feed on this blog from Plaxo Pulse, a 'social network' tool I am using. It is a feed from Plaxo in Blogger using a third party widget. That widget relies on using pipes from Y! to work. Doesn't drive any traffic as such to Y! (well not yet) but I now know how to use it and can use it with other Y! services. They are embracing OpenID. They open applications like Flickr up to work with other apps. This all ties to Y! understanding that their purpose is all about advertising. They don't have to be number 1 in all the verticals as long as they embrace the fact that they operate within a broader ecosystem, and they use the elements within that to drive a strong position in their focal point - advertising. Sure they are not perfect - however they are better positioned than most.

They get they are part of bigger picture that inevitably they won’t control
They know what their key assets are (traffic).
They know what their revenue model is (advertising)
They open up to drive more traffic.

It’s pretty simple.

I'm on a plane writing this and have just read a number of articles from the Herald about the state of rugby in NZ. They are individual opinions that state amongst other things

- Convening players for AB camp early doesn't make sense as they are our number 1 asset and need rest so we can keep on winning
- Springboks are having to choose between Euro contracts and playing for their country - this is generally portrayed as the players are greedy so let’s stick it to them (rapacious is the word used to describe them)
- The sabbatical idea for Dan Carter is silly and we should just open the gates to picking players wherever they are playing and be commercially smart to make $
- NZRU have failed and are too arrogant to admit it.

So putting the Kiwi knocking machine to one side (I mean, who is arrogant - the NZRU or the reporter for saying they are?), I was thinking about a remodelling of NZ Rugby based on web 2.0 principles. Let’s call it NZ Rugby 2.0

It would start with a few principles

1. Rugby is a global, and professional game that provides unprecedented choice for players, administrators and audiences.
2. There are local, regional and global competitions where Rugby is available for audiences
3. It is open - there is no one authority that controls it apart from setting basic standards (i.e. IRB is about setting rules for playing the game and maybe the global competition - the rest is devolved)
4. NZ Rugby cannot survive on its own – it has to contribute to and operate within the global ecosystem.

Under this NZ Rugby would need to be very clear about what its purpose is. At the moment it is trying to be too many things

1. The global leader in playing rugby
2. Sustaining the amateur game
3. Controlling player movement
4. A successful business.

Under NZ Rugby 2.0, I would propose that it has a single purpose

- Become the number 1 brand in rugby entertainment with audiences, broadcasters and players.


It would also recognise that the two key assets it has are

1. The All Blacks Brand
2. The systems that produce professional players and coaches.
3. The AB’s coach

In a radical view I would say that the actual players are not key assets - sure they are assets but in general they have limited life and are subject to high maintenance costs. The system that produces them is definitely the key asset.


The revenue model is simple

1. Broadcast and internet rights – AB matches and other professional games
2. Merchandising – AB merchandising needs to get to the same scale as professional football. New kits every year.
3. Gate sales – these will have to go up – this is the ultimate supply / demand constraint (only so many seats in a stadium). Can be justified if the A team is on the park.
4. Transfer fees – if Northern Hemisphere clubs are going to continue to pay huge $ for players then take a slice.


The key implications on the existing organisation are

1. This organisation cannot be the same organisation that manages the amateur game. It would have to support it (with funding and players) but the purposes are just two different to manage.
2. Forget about trying to control player drain – instead embrace it and use these players as a way to influence the broader ecosystem. In particular re-jigging the global competition structures. Retain the right to call on players to play for the All Blacks to develop that brand. Global player movement builds that brand. Don’t just limit that to the Dan Carters of the game. That is anti-competitive and short sighted (imagine – DC gets injured while on ‘sabbatical’ and now Nick Evans can’t be called up – doh!).
3. Coach becomes really important – he is the guy that pulls a team together from a bunch of guys spread around the world and substantiates the AB’s brand.
4. Communicate like hell with stakeholders – ask them what they really want and rapidly adapt to suit.
5. Governance needs to change – the NZRU model of the provincial unions deciding the make-up of the Board is totally out of date.
6. NZ Rugby is an exporter to a global market – big shift in perspective.

If you think this is without evidence have a look at Argentina. Most of their players are playing the Northern Hemisphere. They were 3rd in the last world Cup beating France to get there.

If the best players were on the park I might start turning up or tuning in to watch again.

Wednesday, May 07, 2008

Small Business hosting in NZ

I saw Swizzle via Rod Drury today.

I had wondered with the decrease in cost of servers whether there was an opportunity to get into this - especially with small businesses who don't need all the bells and whistles, just secure and reliable hosting.

The process looks super easy, but to be honest it wasn't that cheap ($1200 per annum for a linux server?) but I may be out of touch with pricing - I hope they do well.

Wednesday, April 30, 2008

Playing with Yahoo!

I've been spending a bit of time playing around with the Yahoo! products available through Yahoo!Xtra.

I generally use this at home on my mac and was kind of disappointed that Pro Mail was not officially compatible with either Safari or Firefox. It seems there have been some upgrades recently which means that this compatibility now exists - works much faster on both browsers making it a much more useful service.

I was talking to the team at Telecom about the roadmap for more improvements - can't say anything too specific about them, but from the screenshots I saw, the evolution of this product is simply stunning. Expect to see more this year with a more social networking orientation and a better calendar product as well. The speed they are moving at is phenomenal. They are embracing OpenId very enthusiastically so expect to see more of an ecosystem approach from the team at Y!. Interesting observation from our team - our use of webmail in NZ is really low compared to the US - wonder why that is?

There is a blog from their developers if you want to know more about what they are doing with the mail product.

The other piece of capability I have been playing with is Yahoo! pipes.

I found this while trying to get comments from Plaxo Pulse integrated into my blog (more on that later - it isn't quite working yet). Its a great piece of capability - allows me to build, manipulate and output feeds by dragging modules around, applying filters and connecting them up. Brilliant - even I can (kinda) make it work.

There are some real benefits to this relationship in terms of open-ness that we didn't see with our previous partner.

Friday, March 07, 2008

Identity Conference in Wellington

Just saw this Identity Conference is coming to town.

This international conference on “Managing Identity in New Zealand: Identity
Conference 2008" is a forum for presenting and discussing state of the art
thinking, research and practice around managing identity in the 21st Century.
The conference will focus on the development and future directions of identity
management (IdM) in New Zealand, and its wider implications for users, with
particular reference to the introduction and use of new digitised forms of IdM.
A major issue for future IdM will be establishing user-centric IdM: individuals’
ability to control the (digital) representation of their identity and its
potential uses.


There are some stellar speakers here - Dick Hardt has one of the best identity primers of all time that I blogged about in 2006.

Miss it at your peril.

Corporate Blog Lessons

I got a question from Gabor the other day about my experiences in using blogs as part of a communications strategy. Here is my response. Looking forward to G kicking off his own blog now...

Blogs as a communication tool – the key thing is that they are a direct two-way conversation between you and your audience. You have no control over who will read or over who will interact with you but you can influence it.

1. Have a clear purpose – my purpose when I initially kicked this off was to find a way to reach a broad range of internal Telecom people and get them excited about the possibility of new ways of working that had the customer at their heart. When I've moved from this, I haven't had much traffic.

2. Make it personal – this is not about the company line. It is about the individual engaging in a direct conversation with an audience. So have some emotion, make it personal to you.

3. Invite comments – encourage it. The best blogs I read always end with an open question. It’s a skill I am still developing. Listen to the comments and respond. Interestingly most of my feedback is to my face rather than comments published. I think there is a culture where it’s not ok to say you read this stuff. Frankly I’d rather know that people think I am full of sh*t rather than just assume it.

4. Be genuine – no spin, no edits, no censorship. The person whose name it’s under should be the author. Don’t have it ghost-written. Only moderate spam and abuse.

5. It’s not all lollipops – having an open public conversation means that there are going to be some unhappy people. So to that end
a. Be selective about what you talk about – some stuff just isn’t cool – and you have to be use your judgement. Remember what you post is there forever. So no trade secrets or personal attacks. Keep other people’s identities anonymous unless they are ok with it. I think it’s ok to reflect on your part in a difficult work relationship – that’s not a widely held view.
b. Be prepared for negative responses – best case they are posted and you can engage in a conversation, worst case they are behind your back and you find out you’ve been reviewed without your knowledge as part of your performance.
c. Ideally have the concept signed off by your internal comms people – and make them aware that there will be negative reactions and that is totally ok. I didn't do this which caused some angst.

7. Build a rhythm – publish frequently and invest the time to do this. The best publish daily. Some political bloggers are on every hour. Frequency builds repeat visits and encourages people to comment as well.

8. Check your analytics – I use google analytics – I can see which stories get hit, from which networks and can tailor what I am talking about to suit. I can also see the dross stories so I know never to comment on Australian / NZ political stories with links to genetic engineering because even though I thought it was funny no-one who reads the blog does. And had nothing to do with my purpose but that leads to…

9. Experiment ! It’s ok to throw some variation in there – you can see if there are broader areas you can expand talking with your audience about.

10. Participate in the broader conversation – read other blogs, link to your sources, comment on other blogs. Paul Brislen at Vodafone does this really well – he promotes what Vodafone is up to, writes his personal blog and actively engages in conversations where people are complaining about Vodafone. It means customers are being heard and they like it – first step to a long lasting relationship.

So – blogs are for talking with your audience, not talking to your audience. If you want to control what your customers think and publish only good news stories it’s not for you. Do not do this if you think it’s cool or a new way to influence people and you’re not going to genuinely engage with them.

If you want to genuinely engage and take negative as well as positive feedback, then it’s a great tool.

Lance also has some great thoughts on this subject which I wrote about earlier.

Tuesday, March 04, 2008

Really Effective Viral Campaign

I drown in email everyday - I use it as a source for information and to tell me what to do - and I hoard it.

Clearly I need Merlin Mann's Inbox Zero or Bit Literacy - bought on amazon a few weeks ago but not read yet.

Along comes a tool today via a great viral campaign that might help- Xobni.

Xobni purports to help arrange your inbox through instant search, context creation and display of contact information.

I say 'purports' because I can't download the beta yet. I have signed up through reading this on Lance Wiggs blog. With a bit of luck Lance has moved up the beta priority list as a result of my clicking on his badge.

If you click on the badge below I'll move up the list.

I am interested in how well this viral works - it creates instant scarcity of the download even though it probably isn't really that scarce. Its a bit like gmail invites but Xobni get to control the load and who they release their product too. Gotta love a bunch of guys who are that confident....

The viral potential is great - Xobni gets to see whose blogs are the most effective for delivering traffic and people like me hang out on the off chance someone will click the badge.

Oh - and I love the fact that one of the examples on their video is a guy called Gabor - I thought only I had relatives with those sort of names!


Xobni outlook add-in for your inbox

Monday, February 18, 2008

*You* are the brand

Picked this up of Seth Godin's blog the other day where he talks about the posture of a communicator.

What's helpful is to realize that you have a choice when you communicate.
You can design your products to be easy to use. You can write so your audience
hears you. You can present in a place and in a way that guarantees that the
people you want to listen will hear you. Most of all, you get to choose who will
understand (and who won't).


And I've tied it to another quote that I really like

“A customer-aware company gets bonus points for its intentions and rhetoric, but
negative points for doing little or nothing to build processes and structures
that allow the organization to deliver consistently and transparently for the
customer.

A customer-centric company matches intention and attention. It
does the hard work of threading enterprise-wide customer experience initiatives
across the silos and specialized functions, through the processes, and down to
and through the technologies and human factors in order to deliver for the
customer and the organization.” (Kevin Hoffberg)

Whether you know it or not, you have a brand promise that you make your customers. And everything you do during your day will impact on how your customers perceive you delivering to that promise. Even more, things you don't do will all impact customer perception.You need to know what your brand promise is and how what you do impacts on that.

Just today I have

- designed some identity frameworks

- completed a weekly report

- reviewed my planning structure

- had team meeting

- completed my expenses

- had a conversation about how we could collaborate better

- had 4 conversations about how we can improve delivering a new business

-overheard 3 people discuss how they feel we are heading for a bad result and don't know what to do about it

-debated whether we are a process centric or customer centric organisation (they are the same !)

-met my family for coffee

- Written this entry

Based on delivering the brand promise, I've hit about 40 - 50% of things that are important to deliver on the brand promise and 50 - 60% of things that are necessary (but not important). I think it should be more like 80/20.

What's your day been like?

Tuesday, February 12, 2008

I gave at the Office 2

I started writing this a week or so ago - when I published today it got lost in my previous published stuff.

Any idea how to change this in Blogger?

Sunday, February 03, 2008

Plugged In

I just got back from Baa Camp in Auckland and now feel very plugged into New Zealand's web and entrepreneurial communities.

The link to the site doesn't do this gathering justice, but that is because it is a private gathering - but what is clear is that this is *the* place to trade ideas and learn from a fantastic cross-section of NZ's thought and business leaders. People who think nothing is impossible.

A major characteristic of the Baa Camp is that the entire agenda is user created - at the start everyone lists out topics that they want to talk about and see how those develop over the weekend. Hardly any power point in sight - only used to help illustrate the conversations.

Apparently last year's Baa Camp delivered a lot of the industry input into shaping the thinking of David Cunliffe in his regulatory approach for broadband. I'd expect to start seeing some coherent industry activity on

1. Independent web advertising networks
2. Policy input for Fair Use of Digital Content



Personally, I got a heap out of it
- Met some fantastic people with the most diverse range of backgrounds, skills and thinking
- Got majorly inspired about the prospect of setting up my own business in this space
- Participated in a very impromptu (and high quality) single malt sharing session
- had some great conversations about the power of brand promise and customer experience and how to get that to stick
- Played my first game of werewolf and got nailed completely - but dead keen to have another go
- Uncovered a few business opportunities that I'm keen to have a good look at.

Next step for me is to have a crack at setting one of these up in Telecom before I disappear in mid- April. It is by far the most effective way that I have seen to get up to speed with a number of different topic areas and the best networking event I have had the privilege of attending.

Big thanks to Nat for the invite and making it happen. Tips to to Rod,  Mauricio and Russell who made the recommendations for me to attend.


Sunday, December 16, 2007

Agile Development

We've been working with a major international Systems Integrator and have been exploring the use of Agile Programming methods for a major (ie 12 month+) project.

While Agile has been well covered in other forums, one of the areas that I note is significantly underplayed is the amount of cultural change required moving from Waterfall techniques to Agile. In particular, I note that people from a Waterfall background *still* want to complete full requirements before moving into the Agile phase - it takes a lot of effort to let go of that security blanket. And on top of that, integrating Agile based deliverables into Waterfall deliverables seems to be left for others to discuss- maybe it's best not to consider that right now but seems like a recipe for failure.

So I was really pleased to see the Agile Barcamp wiki set-up from the session here in Wellington two weeks ago. I was disappointed I couldn't make that session as I was in Auckland that day (story of my life!) - however I have had the benefit of seeing the presentations uploaded now and can contact the people who wrote them and ask them how to integrate Agile and Waterfall. Fabulous.

Ironically (or otherwise) I've noted that a couple of Dilbert cartoons have focussed on Agile recently.
http://www.dilbert.com/comics/dilbert/archive/dilbert-20071126.html

Being in the camp of the business owner, I personally like this one.


I found this here http://cns2.uni.edu/~wallingf/teaching/agile/resources/dilbert-xp/

The end of the traditional kiwi closedown?

Like others in NZ I've been acutely aware of the skills shortage that we are facing - and I'm impressed that a number of employers are using what would be typically called the 'deadzone' to recruit new people to their team. This time of the year would normally be viewed as a waste of money to recruit talent as Kiwis have pretty much clocked off and wont be back en masse until late January.

Phil and Teds have bucked this trend with a major campaign to recruit what looks to be a wide range of talent for their team. This could be, of course brilliant timing and great execution - timing from the perspective of being able to run full page ads in what should be a cheaper window for traditional media without a lot of other clutter and execution in terms of the language and style of the campaign.

My only misgiving would be whether they hit the whole market (full page ad should sort that) and whether people have the headspace to dust off their CV a week before Xmas. My guess is, given how successful P&T have been this year that this is a well considered marketing campaign - hope they can turn interviews around this week for the sake of a couple of people who I know are applying.

Friday, November 30, 2007

Where there's a will, there's a way

I used to think that line was a pretty trite comment, but I had cause to reflect on a couple of very different experiences of late that show the power of personal will, and the need to take personal risk to make change happen. It's really important if you want to create powerful customer experiences.

1. I went to our call centres the other day to listen to why customers are calling us (as opposed to contacting us in any other way - btw the reason they do is they want trusted advice from human beings. I'm sure there are other ways to do this that have the human touch but I digress). We had a customer call who wanted to cancel broadband - he wasn't using it. Craig (the rep) could have just gone through the motions and cancelled it but decided to drop his success rate on call metrics and take 10 seconds to look at the customer's overall bill. This guy was spending $350 a month - mainly on domestic and Australian calls. So Craig asks if he wants to look at other options and ends up selling a plan which will probably cut $150 a month off his bill. Customer is stoked and casually asks about mobile - Craig ends up selling him a phone sight unseen which will completely suit his needs. Customer is still paying less per month and now has a great mobile - all because Craig took the personal risk to engage in a conversation that the customer hadn't initiated.

2. I've been shopping around our user-centred design methods internally and talked to a number of senior General Managers. The value of what I was talking about was recognised immediately - however there was no will to implement. I can understand resources are tight, deadlines are near - we've all been there. A will to implement would find a way to get around that.

I had to reflect on the second experience - a normal uncontrolled reaction would be to say 'pack of muppets - they don't get it' but I've realised that I've got to have the will to back up what I believe in and find a way to make it stick. Which means persistence and probably an alternative approach. Thanks Craig from the Helpdesk in Hamilton - you've taught me a great lesson.