"I think the broader issue is how we evolve large company support organisations where typically the relationship is managed by a junior member of staff and arbitrated by fixed processes? How do we build two-way conversations and trusted relationships? The organisation that cracks this first will have innovation far more valuable than any product based innovation!"
"Back in August I was intrigued how Mark Shuttleworth joined a raging and somewhat angry debate within the Ubuntu community. The latest release was crashing. Lots of emotion. Mark stood up, said to the community you're right, we messed up, and here's what we are going to do about it. Almost immediately the collective focus moved to how to fix the issue. I've seen this skill in the very best customer service reps. Listening, acknowledge the problem, non-condesending empathy and action to solve. One to one it's powerful. One to many it's gold."
"Now, the same people that worked to provide a great customer experience for Emagic work for Apple, but have completely disappeared to the end user. There is NO WAY to communicate with anyone at Apple/Emagic about issues or needs with Logic. The official Apple Logic forums have no developer or even Apple Support presence."