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Re: Palm Rants

I love my Palm. I think is one of the most useful devices I've ever
owned. I keep everything in it, way beyond the basic capabilities.
Outlines of everything, shopping lists of all kinds, games galore, a
dictionary, etc. But I also agree with Roy concerning why PalmOne seems
not the least bit interested in gradual improvement. Certainly they
don't want to make the base appt book as complex as DateBk5 (my all
time favorite Palm app), but they could easily add a few of the key
features that make DateBk5 so useful. Like being able to tap on the S
for Saturday when it's already active to move to Sunday, without having
to advance a week and then to back to Sat.

>From what I read, mostly here in this NG, occasionally elsewhere, they
just haven't taken any iniative at all in improving the basic
functions. They're far more interesting in putting in all the new bells
and whistles like WiFi and color and cruise control. While I'm sure
these gadgets are attractive to many of their users, I think that there
are enough hard core Palm addicts out there, like myself, who would
respond well to some basic improvements along with all the hi-tech
stuff. It seems to parallel their apparent lack of interest in really
good customer service. From what I've seen in here, as long as
everything goes according to plan, service is pretty good. As soon as
there is an exception, they're utterly and completely lost. Anyone who
knows anything about customer service knows that there are 2 major
components to success. One is a good basic process, which they seem to
have, and the second is great exception handling, which they obviously
don't have.
Like a lot of businesses these days, they've apparently forgotten that
there are 2 sides to the market share equation. To increase market
share, you not only have to get new customers, you also have to keep
the ones you already have! (I know this may be startling information to
the long distance business, as well as many others). I don't see much
evidence that PalmOne understands the second part. I welcome any
contrary opinions.


  • References:
    • Palm Rants
      • From: Roy Schestowitz <newsgroups@schestowitz.com>
    • Re: Palm Rants
      • From: Ray Ingles <sorceror@dmc22317.local>
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