Thursday, May 11, 2006

Props to Lenovo

Less than two hours after my post on Tuesday about my laptop dying, I had a phone call from David Churbuck, who’s the global head of web marketing for Lenovo. I’m always amazed when I hear that people read my blog — I suppose I shouldn’t be, given the business I’m in — and when he was so quick to respond with genuine concern about the failed drive, I was really impressed.

Thanks to Joe in my office taking care of me, I’d already received a replacement hard drive and much of the last two days was sacrificed to get the machine back up and running. But David graciously offered to help figure out what happened, gave me contact info should I have any future issues, and was really proactive in helping solve my problem. In contrast with other certain computer manufacturers, it speaks volumes about the kind of commitment David’s helping to bring to Lenovo. Makes me happy to own a ThinkPad, and excited to think that there’s a group over there paying attention to us customers.

Thanks, David!


  1. Rick, happy to help. We're more than committed to our service and support and take the quality of our products VERY seriously.

  2. Today's Keeping Up Roundup

    What are my friends up to? Tris in the Local Paper ... Tris Hussey got himself in his local newspaper, regardling the blog revolution, Qumana, and working at home. Good on you Tris! A View from the Isle Rod on

  3. [...] I’m participating in the beta test of a pretty cool product that helps marketers track the blogosphere buzz about their brand. Everyone and their brother was freaked by Jeff Jarvis’ Dell Hell last summer, rushing to identify the dissatisfied before they convert from a complaint to a veritable s%$t storm of negative sentiment. Enter the vendors to fill the need. All this monitoring of commentary leads to inevitable question of what to do about it. You’ve identified the squawks, seen the pain, but how do you engage in the conversation? Rick Klau at Feedburner had a couple hard disk failures, so I phoned him — didn’t post a comment to his blog post — and told him, based on our pre-existing relationship that harks back to IDG, that I’d like to help him, should he need any. Well … what about people I don’t have a personal relationship with? What about Joe Consumer who is beefing on a blog or forum about what a terrible experience he is having with the product? Do I phone him? There isn’t enough hours in the day. But …. Which leads me to the notion of “pre-emptive support.” What if the service and support model was changed from an inbound, you-call-us system to the reverse? That if a customer complains in the wilderness, the monitoring tools alert an outbound customer support person of the issue, who in turn reaches out and solves it. The question is whether or not a person posts after they’ve struggled with phone support, or before. Seems simple enough, but having no experience in support, I can’t predict how it would drive costs or impact margins. [...]

  4. [...] I used BuzzLogic to identify Rick Klau’s problems with his ThinkPad, reached out to him based on the hit, but was able to follow the aftermath as he posted about his experience and that in turn was picked up by other bloggers. [...]

  5. [...] Mitch Ratcliffe, who I first got to know while at Socialtext, recently brought his latest project out of private beta — BuzzLogic (more discussion at their blog), a neat tool that Mitch told me about at Gnomedex. Unbeknownst to me at the time, I played a small part in the private beta, when I wrote about my ThinkPad problems this spring: BuzzLogic beta tester (and yet another friend) David Churbuck found my comments and was able to quickly act on them with the help of the BuzzLogic tool. [...]

  6. The Web 2.0 Revolution: keynote speech...

    I recently did the keynote for an event on Web 2.0 marketing run by Hothouse, a very interesting web house with major clients including News Corporation, Toyota, and Yahoo!7. My 25 minute keynote (and the rest of the event) can......