A New Twist on the Known-Issue Issue


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Don’t you just love it when your technology gadget quits functioning and went you get to technical support they tell you it is a known issue. I guess that is intended to assure you that they know their product routinely breaks in that way and they can probably fix it.
But here is a different spin on known issues.
Marianne Richmond raise the issue in her blog yesterday – HP:Customer Experience Disconnect.
The gist is this, HP executives are very vocal about their commitment to customer centricity and recognize the importance of customer service. Based on this rhetoric, she chose an HP laptop for her son. The remainder of the blog spells out her customer service nightmare surrounding a know issue. The blog is very well written and worth reading.
The new twist on known issues is this, companies like HP know there is a disconnect between what upper management espouses as strategy and what people in their trenches do to measure up to cost-efficiency directives.

I know it is a challenge for large enterprises like HP to make the customer centricity shift through out their company. But, before they get on the publicity seeking campaign trail, they should review and align their procedures.

John Todor
John I. Todor, Ph.D. is the Managing Partner of the MindShift Innovation, a firm that helps executives confront the volatility and complexity of the marketplace. We engage executives in a process that tackles two critical challenges: envisioning new possibilities for creating and delivering value to customers and, fostering employee engagement in the innovation and alignment of business practices to deliver on the new possibilities. Follow me on Twitter @johntodor


  1. John,

    Your last sentence sums it up!

    Its kind of like the person who starts sentences with, “Well to be honest with you” or “Now, I am always honest with my {fill in the blank: customers, clients etc}”…..the former always makes me wonder that if they are saying that now, does that mean that they are not typically honest with me and the latter makes we want to say that if you need to tell me that, because I don’t know via word of mouth/reputation that you are honest, you probably aren’t.

    When I see these companies on the “campaign trail” I think, they need to go home and implement and then their happy satisfied customers will spread the word for them

    Thanks for the call out.



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