I don’t know how the virus got through, but attack it did.  I had a computer that had a mind of its own, and was as ill behaved as a college freshman away from home for the first time. 

As I discovered the name of the virus, the prognosis did not look good.  As a former executive at one company who had 2,600 computer “engineers” on the payroll (for example, we had 26 people on-site at Microsoft to fix their computer problems) I knew that this problem was going to either 1. cost me a lot of money to fix, or 2. require me to blow away my hard drive and start over.

That was when a small notice of a new service caught my eye. 

The Norton AntiVirus people have a new service that cleans up viruses and spyware on your computer via your internet connection.  No hauling your computer into a shop where it is held hostage for days or weeks.  No more frustration in backing up your files before you “start over” with a new hard drive image. 

I forked over the $140 thinking, “what have I got to lose?”

IT WAS AN AWESOME EXPERIENCE!

You do have to deal with some of the language issues that come with those of India accents.  But it was well worth it.

From the moment you give them control of your computer you watch as the mouse cursor flies around the page.  I was amazed at the orchestration of tools, software, patches and fixes that danced on my screen.  There were times when the action idled as they went in search for fixes and knowledge in the ranks of the wise geek squad so many miles away. 

But today I sit writing this on a squeaky clean computer.  I have been involved with the distribution and maintenance of personal computers for over 25 years and have been involved in BILLIONS of dollars of PC sales.  In a day where costs keep going up, and service is as hard to find as a snowflake in the Amazon this was a refreshing customer experience. 

Ah, the hallmark of a great customer experience.  You want to tell others about it.  But isn’t that what being a great business is all about anyway?

How is YOUR customer experience working?