Scott Bideau

PROFESSIONAL BLOG: Enabling Effortless Customer + Employee Experiences.

My Personal Experiment with Crowdsourced Knowledge-Centered Service (KCS)®

The embedded broadband chip inside my new laptop wasn’t working. Neither my cell provider nor the PC manufacturer’s support website offered a resolution even though the problem was commonly complained about online. I eventually fixed the issue myself and decided that if vendors refuse to publish knowledge content on their website, then I’ll do so on mine! And thus began my personal experiment with crowdsourced Knowledge-Centered Service (KCS)®.

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SIM PIN2 error when installing new mobile broadband (LTE) device on Windows 10

I recently installed a Sierra Wireless EM7455 LTE card inside a laptop, and directly after inserting a new SIM card, Windows 10 displayed “No Service” before eventually showing an error about a locked SIM card. It turns out the problem had nothing to do with the SIM card.

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Thank You

After a time of Thanksgiving with family and close friends, I want to express my sincere gratitude to the exceptional group of people that I was lucky enough to work with this past year.

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Lake Mohave Camping & Kayaking

After my trip on the lower Colorado River a few weeks ago, we decided to visit Lake Mohave as a family for some warm weather, shoreline camping, multi-state kayaking, and even a campfire on what the kids deemed a “secret island.” This was one of our best camping trips yet.

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10 Tips for Dreamforce

I’ll never forget my first Dreamforce.

Schedules spread out across multiple buildings. An event map spanning different neighborhoods of downtown San Francisco. Restaurant lines wrapping around the block.

Thankfully, I’ve picked up a few tips since then to enjoy this amazing conference even better.

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Kayaking the Black Canyon

The Black Canyon of the Colorado is a waterway that extends from Hoover Dam at Lake Mead and traverses through an otherwise dry desert with the El Dorado Mountains of Nevada forming one side of the canyon and the Black Mountains of Arizona creating the other. A recent drive to a conference in Las Vegas put me within 15 minutes of this unique wilderness, so I threw the kayak in my truck and set out for an adventure on the river.

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Grand Canyon Camping & Biking

Now that we live just 3 hours from the Grand Canyon, I was excited to finally visit one of the seven wonders of the natural world. We decided to camp just outside of the South Rim National Park area and brought the bikes along for some amazing riding.

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Printing Your Photographs

Photography has been transformed by digital. Thousands of images can now be saved to a $10 memory card. Hundreds of thousands can be stored on a $100 hard drive. Does printing even matter anymore? I say more so than ever!

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Investing in the Worker Experience

Customer experience leaders financially outperform laggards. Forrester Research calculates the advantage at 14%. While almost every company is chasing the CX hype cycle, many forget who creates and manages those experiences: employees. Here’s why you should also invest in the worker experience, including the ROI of doing so.

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Goodbye Steamboat

“Came for the winters, stayed for the summers.” A common saying amongst Steamboat Springs residents. Many credit the “Yampa Valley Curse” from a Ute Indian leader who swore nobody could leave once they moved in. Ironically, our family is now leaving because of the winters.
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© 2018 Scott Bideau