Upgrades are often either a complete delight for a customer, or a reason to jump ship and find a product that better aligns with their needs. In an article for TechRepublic, Patrick Gray explores this idea and suggests how IT can use these upgrades to make happier customers.
Upgrades, Not Late Fixes
As an example for upgrades, Gray talks about his experience with the Garmin fitness watch. The product he purchased a year ago is an entirely different beast than the one he has presently because of all of the upgrades it has underwent. Every few weeks there is a new update that improves the watch’s functions. This can be a great experience for the customer. However, if the upgrades are because the product was released too early and should have been part of the core product in the first place, this infuriates the customer.
Oftentimes, IT is under immense pressure to meet schedule demands and must make compromises that diminish the value of the end product. This is why traditional IT products are normally updates following the release date; they need to get the product out the door, so they fix all of the bugs and problems after the fact. Under normal circumstances, IT will do a few cycles of work to remedy any problems, but they ultimately leave the product out in the market, for better or for worse.
The most difficult part of execution of a product is the initial creation and deployment stages. This is the step that allows for low-cost changes that are quick to add. In Gray’s case, the added functions to his watch were greatly appreciated and a wonderful surprise, because they were not formally announced or explicitly listed in the watch’s initial features. IT can do the same thing with its library of potential features and capabilities. They may even find that these new features have already been developed and can easily be added to the original features.
Having upgrades shows customers that IT is a highly capable department that understands the wants and needs of their customers. You can read the original article here: http://www.techrepublic.com/article/how-it-can-use-unexpected-upgrades-to-please-users/