I’ve been meaning to write this post for a couple weeks now, and Virgin America is giving me that opportunity with an hour departure delay (silver lining? ;).
So much of the tech talk today centers on specs and numbers, but behind every product are people–engineers, executives, and various support staff. These folks have an amazing power to influence the success of their products and services for good and ill.
I still recall a support situation in 1998 or maybe ’99 and a Compaq laptop that had recurring display issues. On tech specs alone, the product would have earned a scathing review (especially since I wasn’t the only one facing the exact, repeat failure). However, Compaq Support all the way up to the VP engaged, rectified (with a replacement laptop), and topped it with a duffel bag and personal note of apology. Doing it right etches it in people’s memories.
Today I’d like to highlight a few folks and groups that have stood out to me recently and reflect well on their products and organizations. It’s a far-from-exhaustive, unordered list that centers on those I’ve not mentioned in previous posts.