Loyalty - hard earned, easily lost.
By choosing Delphix as part of their agile development tools, companies often report increased quality and faster innovation. I was reminded of this when I recently made decisions on customer/brand loyalty in two big parts of my life - who I bank with, and what web browser I use. Between my wife and I we have relationships with seven financial services companies.
Over the last few years, I have increasingly become dissatisfied with my primary bank, in which most of my money goes in and out. Switching banks is dead easy in the UK via the Payments Council switching service. This allow you to change your current account provider in just seven working days and guarantees that all of your payments will be managed quickly and easily.
I had all but made my decision to move my account to my mortgage provider when this morning I received a letter informing me of changes to online and mobile banking. My current bank is providing a new feature that means instead of needing a secure pin device, I will be able to use an app on my phone. This has been my biggest gripe with all UK banks.
It is incredibly frustrating not to be able to do finances online without a secure key device or card reader. I don't know if they are the first bank to offer this, but it's the first out of our seven do so, and for that I will remain loyal.. ..for now.
Next up was my browser. I have remained fiercely loyal to Google Chrome, I use it on all my devices (of which most are Apple), in fact I am bought into googles complete application ecosystem. In the last few months however, my Chrome browser on my Macbook keeps freezing.
I like to think of myself as technically proficient and searched for fixes but to my dismay it's a common problem and as yet unresolved. Today I switched my browser to Safari, with the temptation to do that for all my devices, and then eventually the apps.
The point I'm trying to make, is in todays on-demand, ultra competitive world it takes one new feature to retain a customer, or one bug to lose them. How much time an organisation has to spend on both innovation, and testing depends on how well they balance agility/speed with quality.
It's hard to imagine Google or my bank having not adopted Agile, but clearly somewhere testing went awry for Google. Given the sheer level of development they must have to do, could test data be the problem? Our customers typically halve development cycles by providing near-live dev/test data in minutes, rather than the usual days or weeks.
They can test in parallel environments, bookmark, branch, refresh, reset or rollback at the click of a button. Moving the dial just a few notches in terms of efficiency can make all the difference by providing more time to do a better job on quality and features. That is the beauty of Delphix.
We don't just move the dial, we blow it apart. So remember, you may design the big picture to look great, but it's the small details that may keep or lose your fans.