a4xrbj1 wrote:gettingthere wrote:Andreas - excellent post!
You are absolutely correct that if Waze want's to be successful, they need to focus on retaining users. Of course the infrastructure working correctly is critical to keeping users engaged and using the product.
Also, great points regarding Waze needing to reach out to the 1% of the users doing 90% of the map editing work. The new Cartouche is great, but really needs to be finished up. The periodic slow downs in the editor as well as the very frustrating road layer not updating that occurs from time to time needs to be resolved. And as you say, the improved Update Request mechanism needs to be deployed - promised many times, but not yet delivered.
Patience is needed though. Waze needs to clear the nagging infrastructure issues that they are currently focusing on.
Thanks for the positive feedback and reinforcement. Yet I believe the infrastructure improvements are hygiene, anybody is expecting the server to be up and give him a route, not an error message it can't calculate right now.
A service that isn't working is worth nothing, we're experiencing this here in Malaysia with our massive broadband demand. You can't use it, it's worth nothing and will be worth nothing even if you give it for free, that's feedback from our customer but I think Waze users think the same.
Problem is that people working on the Internet think that acquisition is basically 7 billion prospects, the total world population. It's not and I do think that after two years or more in operation Waze could have been way more successful if they had intended to work on retaining customer from the beginning on, not just focusing on acquiring them and then do nothing when they lose them after 5 minutes.
But Noam is the CEO and making the calls here
Just my two cents worth,
Shalom Andreas ...just got the link to the post on the Israeli forum and mentioned your comment.
You can use google translate to get a better impression :
http://translate.google.com/translate?s ... 6t%3D12679
Your comment and my cross-links made it work for both forums and also got Ehud to reply on both.
Hopefully we will get better cooperation from the Waze management and employees....to begin with is at least an email address to be used only by area managers to contact the support team and get a better response time from them. More transparency from them regarding the future of Waze will be welcomed as well.