Microsoft CEO Ballmer braces us for a ‘fundamental shift’ in strategy with more Microsoft-designed devices

Microsoft CEO Ballmer braces shareholders for a 'fundamental shift,' more of its own devices in the future

Microsoft’s Surface tablets could already be considered warning shots across the bow, signalling that a change in strategy was underway. For anyone who was in doubt, however, CEO Steve Ballmer has clearly spelled out in a shareholder letter that Microsoft now sees its own devices as crucial to the company as anything else. There’s a “fundamental shift” in how the Redmond-based crew works, he says, and investors should expect that Microsoft will periodically make “specific devices for specific purposes” (like Surface or the Xbox) that show off services in the best light possible. Ballmer adds that plans in the long run focus on new device types and learning interfaces. The message is ostensibly a rosy one for the company’s future, but there’s also a subtext for hardware makers that have complained about competing against their OS partner: get used to it. Ballmer sees Microsoft-designed hardware like Surface as complementary to what third parties do, and his company isn’t about to reverse course anytime soon.

Filed under: , ,

Microsoft CEO Ballmer braces us for a ‘fundamental shift’ in strategy with more Microsoft-designed devices originally appeared on Engadget on Tue, 09 Oct 2012 19:28:00 EDT. Please see our terms for use of feeds.

Permalink The Verge  |  sourceMicrosoft  | Email this | Comments

The extremes of technology customer service: how common sense and empathy create unmatched loyalty

The extremes of technology customer service how common sense and empathy create unmatched loyalty

Allow me to explain how two discussions started off in very similar ways, and ended… shall we say, differently. This is me, attempting to muster any sort of pleasantness in my voice at some ungodly hour of the morning on a Google Voice connection from Dubai back to the US:

“Hey! I’m having to cut a trip short due to an emergency back home. I actually purchased a trip protection plan when I checked out online — would it be possible to provide a refund for this flight now that I need to cancel it?”

From here, I was told that this was too vague. That I would need medical proof of an injury or illness, and that if it were a pre-existing condition — something like reoccurring cancer — that simply wouldn’t do. Oh, and if it’s a home emergency, you’ll need proof from your home insurance company that your abode is “uninhabitable.”

“So… I’m basically hosed here? This trip protection plan doesn’t really protect very much, does it?”

“… Do you want to file the claim?”

“No. That’s okay. Thanks for your time.”

It doesn’t have to be this way.

Continue reading The extremes of technology customer service: how common sense and empathy create unmatched loyalty

Filed under:

The extremes of technology customer service: how common sense and empathy create unmatched loyalty originally appeared on Engadget on Mon, 24 Sep 2012 12:20:00 EDT. Please see our terms for use of feeds.

Permalink   |   | Email this | Comments

Dreams, curiosity and a passion for what’s next: picking the brain of Innovation Lab’s Mads Thimmer

Dreams, curiosity and a passion for what's next picking the brain of Innovation Lab's Mads Thimmer

Innovation. According to one Mads Thimmer, it’s a word that held a great deal of mystery some 10-plus years ago, but today, “it’s thrown around as a cliché.” When you really get down to it, though, the art of innovating is a hugely delicate and complex one, fraught with frustration and a curious passion for never settling on the here and now. In covering the world of consumer technology, I’ve come to form my own understanding of what innovation is, what it isn’t and how companies are embracing (or outright shunning) the idea. After an evening with the cofounder of Innovation Lab, however, I was rightfully ready to toss my own preconceived notions aside.

Continue reading Dreams, curiosity and a passion for what’s next: picking the brain of Innovation Lab’s Mads Thimmer

Filed under:

Dreams, curiosity and a passion for what’s next: picking the brain of Innovation Lab’s Mads Thimmer originally appeared on Engadget on Mon, 17 Sep 2012 12:23:00 EDT. Please see our terms for use of feeds.

Permalink   |  sourceInnovation Lab  | Email this | Comments

RIM chief: we looked ‘seriously’ at Android, didn’t want to join the herd

Thorsten Heins of RIM in formal photo

RIM’s current CEO Thorsten Heins has been very candid about his company’s plans and past, but he has usually given the impression that the company wouldn’t even consider deviating from its one true vision of a BlackBerry OS future. Although BlackBerry 10 is very much the center of RIM’s universe today, Heins has revealed to The Telegraph that his firm’s eyes did stray briefly — at one point, it “seriously” investigated Android as a platform. The company ended up backing away after deciding a “me-too” strategy didn’t fit the productivity-obsessed BlackBerry crowd, the executive says. RIM decided, like Nokia, that it couldn’t differentiate enough in Google’s ecosystem. There’s still some time to go before we learn whether or not the gamble on the in-house OS pays off. If Heins’ comments still leave you dreaming of what might have been, though, don’t worry: at least a few companies are providing their own visions in a slightly more tangible form.

Filed under:

RIM chief: we looked ‘seriously’ at Android, didn’t want to join the herd originally appeared on Engadget on Fri, 03 Aug 2012 12:07:00 EDT. Please see our terms for use of feeds.

Permalink BGR  |  sourceThe Telegraph  | Email this | Comments

NYT claims Apple has dallied with investing ‘hundreds of millions’ in Twitter

Twitter expanded tweets on iPhone with New York Times

Apple has been on a social networking kick lately, what with Twitter’s footings in iOS 5 and OS X Mountain Lion as well as Facebook’s upcoming presence in iOS 6. From what the New York Times hears, that fascination could become more of a fixation. The company has reportedly chatted with Twitter in past months about the possibility of investing money on the scale you’d normally expect from a later-stage venture capitalist: the newspaper is talking “hundreds of millions” of dollars based on Twitter being valued at more than $10 billion. Any such deal would be less about funding (Twitter purportedly has $600 million-plus in the bank) and more about getting cozy in a social world where Apple still has some learning to do. Apple might equally want to dissuade competitors from getting any ideas, we’d add. Neither side will comment, and the negotiations aren’t even supposed to be active at present. Regardless, that Apple might have even toyed with a social networking investment could represent a major change in tack for a company that’s not always known for playing well with others.

Filed under:

NYT claims Apple has dallied with investing ‘hundreds of millions’ in Twitter originally appeared on Engadget on Fri, 27 Jul 2012 23:05:00 EDT. Please see our terms for use of feeds.

Permalink   |  sourceNew York Times  | Email this | Comments