Quality Defined for the Search and Content Processing Industry
September 25, 2009
Short honk: The Web log article “The Experience Is the Product” is important in my opinion. I think that any company developing search, content processing, and finding products may want to print out Cindy Alvarez’s essay and take it to lunch, think about it, and then use it as a yard stick against which to evaluate their products. The killer sentence is one that I will appropriate, use in my talks, and try to pass along, which is what Ms. Alvarez intended in my interpretation of her words:
As for my engagement ring, we finally walked into a store where I explained what I wanted and the jeweler simply said, “OK.” I found a ring that was almost perfect – but the stone wasn’t quite right. “You know what you want,” he said, “here’s what you do, you order the diamond online. Pick exactly what you want for the stone, size, color, etc., bring it here, and we’ll build you this setting to go around it.” All the other jewelers had taken the sentence “Since I’m going to wear this for the rest of my life,” and finished it for me, “you want the biggest, most expensive stone possible.” We’re the experts, this is what you want. How insulting! But finally this last guy “got it”; he listened and heard “Since I’m going to wear this for the rest of my life” and then he let me finish, “I want it to be exactly what I want.” My definition of quality. [emphasis added]
Well said, Ms. Alvarez.
Stephen Arnold, September 25, 2009
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