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Falling Out of Love with QuickBooks

October 30, 2009 •

For years I’ve loved Quick­Books – a tool that made man­ag­ing my company’s money remark­ably pleas­ant. I used to rave about it to col­leagues. But over the past sev­eral prod­uct releases I’ve become dis­en­chanted; I think Intuit has lost its way, and has lost sight of whose inter­est it was pur­su­ing.

No longer cus­tomer cen­tered

With its most recent release, Quick­Books Pro 2010, Intuit has con­vinced me they’ve decided to walk away from their ori­gins as a cus­tomer-focused soft­ware provider. [Read more…]

Customer Experience – No Technology Required

February 9, 2009 •

Deliv­er­ing a great cus­tomer expe­ri­ence does not nec­es­sar­ily require any spe­cial­ized tech­nol­ogy – espe­cially for a small busi­ness. Some­times it’s just a ques­tion of get­ting the basics right, and rein­forc­ing core val­ues with your staff.

Take high-end restau­rants, for exam­ple. Clearly these are busi­nesses that need to deliver great din­ing expe­ri­ences, on a repeat­able basis. Dur­ing down­turns, when con­sumers are unusu­ally choosy about where to invest their pre­cious leisure time and money, busi­nesses that deliver great cus­tomer expe­ri­ences will have an advan­tage over those trapped in the same-old, same-old par­a­digm.

Here’s the story.

[Read more…]

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Reflec­tions on life, travel, books, and yoga. Think­ing out loud about the pur­suit of mind­ful­ness and well-being.

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About Me

Semi-retired marketing exec, transitioning from a career in high tech. Now "managed" by two Tonkinese cats. Missing travel and friends on the West Coast. Avid reader and foodie. Staying active with long walks, biking, kayaking and yoga.

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