[Ipg-smz] Why I like Apple

[Stephen Satchell]

On 11/17/2018 11:18 AM, Patrick Corrigan wrote:
> This is another reason why the practice of outsourcing customer tech
> support is a bad idea. Every customer call is an opportunity to learn how
> to improve your product. Separating this function from your product
> design/engineering loop means you don't get this feedback and your products
> (and, ultimately, your customers and your business) suffer.

You know this.  I know this.  It's especially good if the designers are
"in the loop" for field service and technical support.  LOTS of
opportunities to learn from your mistakes.

The problem is that damn few products have the margins to support good
support, or the importance to win service contracts.  I was fortunate to
be in the bank equipment business, with healthy margins on million
dollar sales, plus service contracts that were considered par for the
course with the clients.

The company had an apartment on 63rd and the Lex in NYC (to save on
hotel bills), and I had the yearly trip to Atlanta for one reason or
another.