Building Personalization, One Number at a Time

Everyone wants to feel special, unique, catered to. No one wants to feel like one of the great unwashed masses…

Businesses and retailers are just starting to nibble on the idea of customer personalization. Imagine, you have your own direct line to your salon. You call, they know who you are, what you like and more than likely, what you want. The same could be said for a myriad of services. Dentists, lawyers, accountants, mechanics…. Call centre technology pushed to the premise.

How about taking it a step further —- personalized toll free numbers anyone? Damn sight better than a calling card, especially for the kids at college…. (I know, Skype them, but with Skype not yet offering DID service in Canada, that’s tricky when you have to convince your parents to get Skypified, and be on the computer at the SAME TIME.) For less technified parents, get a 1-800 number and give it to your kids. They call you. You pay. You don’t have to give out your calling card number for them to (inadvertently) call Romania. I love Romania, don’t get me wrong, but the price per minute from Canada to Romania is almost the same as tuition at a Canadian university.

I’ve got a personalized Starbucks card. It’s got me, in caricature, on the front. I’d love a more personalized credit card. Yes, I’d likely pay a few bucks for it, or it should be included with the *annual fee*. I want a personalized Debit card, that should be easy too.

:-)

What do you want personalized?

Canada Gets the Cold Shoulder by Voice Apps

A few years ago I was mesmerized by the idea of Grandcentral coming to Canada, but then all went quiet… Shortly thereafter, Grandcentral was purchased by Google, and boy! For sure they will expand to Canada now!

Grandcentral became Google Voice, and in the past few months Google Voice has come back into the limelight, but still no love for Canada.

Skype could have been a contender, with its SkypeOut capabilities. Still, no maple leafs for Skype.

Why are global providers deciding to leave Canada on the backburner? We can blame the recession for a certain amount of hesitation on the lack of movement, but the biggest trick is that it’s expensive to open up a *free* voice service in Canada. Even if there’s a monthy service fee, our carriers aren’t yet really ready to push IP to the PSTN. Carriers aren’t all that keen to give away market share at rock bottom prices, and for Google or Skype to try and build their own networks, the geography and addressable market for the service isn’t all that lucrative.

Canadians interested in next gen voice apps are going to have to sit tight, consider a foreign phone number, or even a change of address. ;-)

It’s not going to be until the CRTC changes foreign ownership and competitive influences that there will be changes driven into the way technologies are delivered to the consumer. It’s an eventuality, perhaps even in my lifetime.