Just Another Customer

Great job by Applian Technologies (Replay A/V)

Nothing like being remembered, even years later, to make you feel special

Event: Purchasing Streaming Media Software
Location: Online
Company: Applian Technologies
Customer Experience Grade: A

What was done right:

Recently I was in the market for software to record streaming video from the Internet. I am not trying to rip copyrighted material and I don’t share what I have recorded. It is just that what I am looking to record is very difficult to get through more traditional means. My wife is from Senegal and I lived there for four years - three as a Peace Corps Volunteer and one working on my own - and we are constantly trying different mechanisms to access, view and record Senegalese TV and radio. Moreover, with the increasing availability of video in her native language (Wolof) on sites such as Seneweb and 2STV, I was interested in finding a way to get this content on my Video ipod.

Several years ago, we used a product from Applian Technologies to capture weekly radio shows by a Senegalese DJ based in the US but who broadcasts his shows via the Internet. It was called Replay Radio, it worked great and we used it for a long time before our needs and schedule changed and we stopped using it. Researching software for capturing streaming video, I came across a new product from Applian, Replay A/V, that has replaced Replay Radio. It was priced more than I was hoping to pay - but not a bad value for the considerably improved functionality. There was an upgrade option prominently placed on the site and, even though it had been years since I purchased from Applian, I thought the option was worth investigating. It turned out to be not only possible but easier than I could have imagined - only needing the email address that I used for my original purchase. Moreover, the discount was ~40%, a great deal.

While writing this post, I heard an interview with Andrew Taylor, the CEO of enterprise car rentals on NPR’s Marketplace. He made some very good points about customer relations including the salient and timely point that customers want to be recognized. I could not agree more.

What was done wrong:

The customer experience was perfect.

Suggestions to Improve the Customer Experience:

• None - I am, and always have been, very impressed by this company and their products.