While Akamai Technologies' Web-content delivery efforts are technologically complex, its support stance is fairly simple: Put the customer first, a tenet that helped win the company one of this year's Stevie Awards in innovative customer service. Their philosophy's to be one step ahead in the service perspective, says Craig Adams, who leads Akamai's customer experience team. MTV Online Networks, a New York-based division of Viacom, experienced this firsthand. Adams boils Akamai's service philosophy down to three tenets: Work for the customer, measure success based on customer success, and use service and support as a core business differentiator.
I WANT (AND GET) MY MTV! While Akamai Technologies’ Web-content delivery efforts are technologically com- plex, its support stance is fairly simple: Scoring with Fans Put the customer first, a tenet that helped Retail had a bad season, but Wrigleyville Sports win the company one of this year’s Stevie now finds itself safe at home S Awards in innovative customer service. ome industries claim to be year.) And yet Wrigleyville Sports man- “Our philosophy’s to be one step “immune” to the effects of a bad aged to not only increase sales, but cut ahead in the service perspective,” says economy. Sports is one, relying costs and improve customer service— Craig Adams, who leads Akamai’s cus- tomer experience team. MTV Online Net- on the die-hard love of the fan thanks, in part, to the company’s March works, a New York–based division of to keep the game—and revenues—alive. 2008 implementation of NetSuite’s mul- Viacom, experienced this firsthand. “We (See “Customers for Life,” July 2004.) tichannel Retail Management Suite, which had a site (Neopets.com) that was slow— According to David Weiss, Internet mar- integrates a robust point-of-sale (POS) really that’s all we knew,” says Rob keting manager at Chicago-based mem- system with an e-commerce platform. Roskin, MTV’s manager of online opera- orabilia retailer Wrigleyville Sports, fans Perhaps retail’s biggest challenge is tions and emerging technologies. “The have yet to disappoint. “The finding the balance be- site needed help and we didn’t know economy doesn’t always tween supply and de- where to get it.” Akamai recommended drive our business,” he mand. “When orders are technology that sped things up. says. “We focus on teams coming in fast and furi- “From the “From the second that the change with a deep fan base.” ous, we need to have a kicked in, people suddenly said it second that was so much faster,” Roskin says. With the Chicago real-time inventory the change Roskin deals with Akamai’s sup- Cubs in the 2008 system,” Weiss says. port team several times a day. “[So baseball playoffs and the Previous solutions, he re- kicked in, much] happens last minute that we Pittsburgh Steelers winning Super calls, could only deliver reports several people don’t have the time to do it wrong,” Bowl XLIII, Wrigleyville Sports enjoyed times a day, leading to a delay in knowing he says. “I can tell [Aka
Pages to are hidden for
"I WANT (AND GET) MY MTV!"Please download to view full document