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Thank you for visiting my blog. I am a Cofounder & Technical Advisor here at the BeyeNETWORK. Having covered the business intelligence and data warehousing industry for more than 15 years, I'm looking forward to a more interactive form of communication with all of you. Please share your comments and thoughts!

 

 

October 2008 Archives

The BeyeNETWORK team dressed for the day.

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Matt, KelleeAnne, Holli, Jessica, Kym, Chuck, Susan, Drew and Andy kneeling.


Posted October 31, 2008 10:52 AM
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Well I'm back at Mandalay Bay for the second time in two weeks but as usual the event is worth it. I'm at IBM Information On Demand. Its the 3rd year for this event and the good news is that its picking up speed. The turnout is solid and there is a ton of educational content. I just wrapped up a press conference with the 6 top executives from the IOD group including Steve Mills, Ambuj Goyal and Rob Ashe.

Ron Powell and I had a chance to catch up with Marc Andrews Director, Information On Demand Market Strategy. We talked about the focus IBM has on the future of BI and Performance Management and the impact of Business Intelligence on companies during the economic downturn. The theme I came away with is that BI isn't a luxury its a necessity if you want to be competitive. IBM is looking to help companies optimize beyond the simple managing of systems and automating of processes that so many companies are bogged down with so that they can become more successful. Its no surprise that real-time data, operational business intelligence and wider device delivery are all important themes here at the event.

Tags: IBM, Information On Demand, IOD2008


Posted October 27, 2008 2:12 PM
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Use the comment section below to write the best caption for this picture. Whoever sends in the funniest one (as judged by me and a panel of BeyeNETWORK employees) will receive a $10 Amazon card.

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Tag: Obama, McCain, Friday Funny


Posted October 24, 2008 5:41 AM
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The candidates had a little fun yesterday at the Al Smith Dinner.

Watch Obama - Click Here
Watch McCain - Click Here

Thanks to Andy Bitterer for Twittering these links


Posted October 17, 2008 9:25 AM
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Its a shame when you see big name brands like Sears drop the ball. It makes you wonder what could possibly have gone so wrong that legendary brands find themselves losing life long customers. I can report that its often caused by the simplest of things and can almost always be traced back to terrible customer service.

Over the last 18 months or so Sears stock has dropped like a rock from over $180.00 a share to closing last week at around $71.00. I am sure general economics trends contribute to this but as you can see Sears has been trending down for a long time.

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Yesterday I decided to shop online for a dehumidifier to put in my basement. I used Sears.com to compare and select the appropriate unit, used the check availability feature for a store near my house confirmed they had it and bought the item. The site explained that I would get an email to confirm when I could come to the store to pick up my purchase. I got the email about 30 minutes later along with a separate text message confirming they were ready for me to come to the store, so off I went to pick up my item. So far so good right?

Here's where it gets interesting, shortly after getting the confirmation text and email a sales representative from the store called to tell me that the item wasn't actually in stock but a more expensive one was available if I wanted to upgrade to that. I have to admit that left a pretty bad taste in my mouth, your systems said you had it, I confirmed the availability and you took my money, now after confirming it was ready for pick up you want to sell me a more expensive unit? I declined and asked for a refund the rep told me I'd have to cancel the purchase online. I searched all over the site for the "Cancel Order" button but couldn't find one. So I called the website customer service number and was told by a customer service rep that she couldn't cancel an order for me and said that I would have to go to the store. So I called the store and got the pleasure of interacting with the voice activated automated customer service system that disconnected me 5 different times (I never reached the store). In desperation I called the website service number again and got a different Sears employee who did in fact cancel the order for me.

Here's the best part...Sears policy is that I have to wait 7 -10 days for the refund. Yep that's right, they wasted my time, tried to up sell me when they were out of stock, didn't give me what I paid for and are going to keep MY MONEY for 7 - 10 days. Isn't shopping online supposed to be easier, aren't I the best type of customer for Sears? I'm completely self service and a life long purchaser of your Appliances, Automotive services, and in home services.

So it gets even funnier, Sears responded today to the email complaint I sent them, their solution.....are you ready for this....not to quickly refund MY MONEY but to offer me a 10% discount and to have the item shipped from their warehouse. Are you kidding me! Its clear I didn't want to wait I was purchasing online for store pick up! You have already wasted a bunch of my time I'm not going to wait a couple days for you to send it to me and I don't care about the $17 dollar discount I went and bought it yesterday at your competition and your lame interaction with me resulted in you losing a customer who has spent $1000's of dollars at your stores.

So for those of you who specialize in solutions like call center training, automated phone systems, real-time business intelligence, supply chain management get your sales reps over to Sears headquarters because they need you and if they claim not to have budget show them this blog post and suggest they use my $173.51 toward the purchase apparently they think its theirs anyway.

Tags: Sears, Business Intelligence, Sears Customer Service is terrible


Posted October 13, 2008 5:00 AM
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