Unreliable technology. Customer focus in computer sales and marketing, software support, mobile phone helplines and IT systems. Customer after sales service and quality assurance, response times, brand damage. Conference keynote speaker

http://www.globalchange.com Many companies sell technology which does not work. Example: most senior managers have problems getting mobile phones and PCs to synchronise properly, or find their systems crash, are bugged, unreliable - and do NOT work as claimed by manufacturers. This is a huge scandal and abuse of customer time and money. Companies need to hugely improve reliability and simplicity and as they do they will gain sales, market share and brand awareness. Part of conference lecture for MTN by Dr Patrick Dixon, Futurist and author Futurewise.

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[pjvdixon]

Yes. Selling products that WORK is a moral issue. Knowingly selling things that don't work properly when new is a crime and destroys consumer confidence. Sadly v common - especially in computers / phones / mobile with known bugs, crashes, virus vulnerabilty and incompatibility problems. Shameful.

[pjvdixon]

I agree - customers deserve better technology. Scandal that systems sold which are so hard for consumers to use.  Patrick Dixon

[happycamperable]

So true when people say "They don't make them like they used to." It all started with the industrial revolution when a man (Can't remember the name) came up with a model to show how poorly you could make something (Last the least amount of time) and the customers would still have faith in the product. This has carried over so much that we are happy if our dishwasher lasts more than 2-3 years. Frankly, I'm disgusted by it. It is truth, they don't make them like they used because it's on PURPOSE!

[ThatRandomDude98]

what?

[biantai888]

Thank you for this.

I may be very off-base, but it seems like systems designers make trade-offs between usability and functionality.

Some products have many features but are difficult to use (PCs) and some products are very intuitive, but strictly limited in scope (iPods).

This does not have to be the case! These concepts are not mutally exclusive. Provide beginners easy access to simplistic interfaces while providing advanced users with complete access.

[Nkatsikanis]

I find that most of my relatives need much help with computer stuff. I'm 23 and its taken my a good 6 years almost full time to master the computer. The trouble is most middle aged people feel its too late to learn about computers.