The Human Manual | Mobile Phone Tutorials & News » andrew martin

Happy New Year

thehumanmanual — Sun, 01 Jan 2012 19:12:14 +0000

Hello and happy new year,

As you can see we have been busy over the past few weeks building a fantastic new site which you are on now. We made several improvements to the website over the past year to help deliver a better user experience.

Site design – the first major update as to the site design. The new 3.0 design brings life to a simpler design, easy to read layout, and a more mobile or smart device friendly design. We spent time reading through your feedback and merging this with our future goals and aspirations for the site. The site is more social driven, whereby all of our pages can now easily be shared using the social links at the top. You can now post our videos directly into your twitter or Facebook stream. If you are signed into your Facebook then you’ll find it easy to post comments on our website.

New sections – We’ve gone bigger and better by adding new devices and sections to the site. Our fan base has grown therefore we felt it right to add a little more tutorial selection. You can get up to speed on your mobile/smart phone, tablet, mobile sync software, review apps and now computers. We have and to build those segments further before adding any more – but this site is about you so if you would like to see more then let us know.

Video hosting – we have grown month on month and with video traffic increasing we felt it only right to source a reputable video hosting partner. You may have noticed the new sleek video player which now offers greater sharing capabilities, better video buffering and more importantly support mobile & smart devices including tablets. No you can take our videos with you simply by visiting our website on your device.

We plan to continue delivering excellent video tutorials, reviews and much more. Let me know what you think – drop me a mail using this link. I promise I’ll respond.

Just before I go, I want to say a genuine thank you for all your help, feedback and loyalty. It hasn’t gone unnoticed.

Many thanks,

Andrew

BT Tradespace Interviews our Founder

thehumanmanual — Thu, 27 Aug 2009 01:49:25 +0000

Our Founder gets interviewed

Our Founder & Director Andrew Martin was interviewed by BT Tradespace a division of the BT Group which helps small to medium enterprises develop an online presence and promote their business to other businesses as well as connect with other business users like a social network.

What's happened to great Customer Service?

thehumanmanual — Fri, 21 Aug 2009 01:25:15 +0000

Customer relationship building

The relationship between the customer and the mobile communications industry is a fragile relationship especially now when everybody is on the bargain hunt and churn is at an all time high.

We get the feeling that customers really don’t trust their mobile phone network or retailer, it’s as though they feel that they are being ripped off even though we must admit there are some really good deals out there. So what’s happened?

Value

Well let’s be honest there was massive growth in the industry for about 3-4 years starting from the year 2000 and it seemed as though both the retailers and the networks were treating customers as though there was an endless supply. Suddenly everybody realised what they were doing and the term ‘Value’ started becoming a phrase used to describe the new sales process so that the customer feels as though they are valued.

I can’t help thinking that shouldn’t we have treated the customer like this in the first place? We’ve witnessed more emphasis now on customer service and those who work in the industry would have their salary and bonuses heavily linked to the customer experience whilst in store or over the phone.

Are we settling?

Lately I have found myself rating the customer experience whilst out shopping and have noticed a clear difference between those who are still doing well despite the dreaded word and period ‘ recession’ and those who clearly don’t cut it and this is reflected in their Annual reports. Are we settling for the mediocre service we get in stores?

The top bosses are worried about retail dying because of the change in how we buy – Online. Is that really so? Through our own research we discovered its the connection with their customers the retailers are missing, the internet is a faceless environment and judging from some of the customer service out there this is what the retail environment has become.

Technology

However the developments in technology have really helped the online shopping experience because strangely enough the connection is now there. Today you visit a website you almost expect to see videos, pictures and blogs because it’s that connection we are looking for to build trust and rapport.

I’m not convinced that some retailers understand this connection concept but I hope they do before they kill and industry which thrives on innovation and is actually about connecting people.

Enjoy!

Andrew