A few months ago, we asked our support staff (which is made up of project managers, and developers, and others) to focus on one word: delight. Ultimately, we feel like making customers happy is the most important thing we can do as a company. So we reminded the crew that delight was important, and encouraged them to find a way to watch that.
Through our help desk software, we’re able to ask our customers how we’re doing as we close out tickets. This was an interruption that we didn’t want to impose on our customers, but it’s pretty light, and it’s pretty important, so we went ahead with it. The data from this feedback shows up on our big board in our gathering room constantly. In a competitive office (OK, I’m competitive), scoreboards help us know how we’re doing.
Of late, I’ve heard a few of the folks who work on support walking around muttering about “getting one more happy face”. Why the muttering?
This is our scoreboard. Every time someone answers the question, “How did we do?” it adds a new face to the top of the queue, and pushes one off the bottom. And now you, too, can see why the obsession is cranked up right now. The team is on the verge of pushing their approval rating from 98% to 99%.
Speaking generally, SCORM professionals are probably as beloved as say, tax professionals. People don’t usually get happy about SCORM. But our support crew (which includes most of the people who work here in one way or another) is killing it.
So, thanks to Joe, and Jena, and Troy, and the Thomases, and all of the other folks who work with tickets for being obsessed enough to push from 98% to 99%, even though 98% would be good enough. Thanks for being delightful.
Oh, and thanks to the 100 people who have rated our support since my last ticket was rated. The blame for keeping us at 97% for a while was crushing me. 
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Birthdays are fun around Rustici Software. We all get ice cream- and not just a scoop from a big bucket of vanilla or chocolate. Each person gets to order their very own combination from Cold Stone Creamery (shameless product placement for free ice cream). Given the choice, we each end up with a cup custom made just for each of us. Whether it’s Mike’s Cookie Doughn’t You Want Some™ with Cake Batter ice cream, or Jena’s choice (which usually entails her picking out some of the toppings she ordered), it’s a personalized cup that has the flavors and toppings for each taste.
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The Rustici Test Kitchen
Categories: Ideas and Thoughts, Rustici Software, SCORM Cloud, Uncategorized
6 Feb 2012
A few days ago, a Pyrex dish filled with orange-chocolate chip cookies arrived in our office. In our world, a Pyrex dish means one thing: we’ve been graced with treats from Tim’s wife. As we sampled the offerings, Tim told us about his wife’s new endeavor. She was turning their kitchen into a test kitchen and would repeat a recipe until she had made it better and simplified the process. Her treats don’t last long in the office, so unfortunately we can’t share with you.
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What we learned from the 1/11/12 SCORM Cloud outage
Categories: SCORM Cloud, SCORM Cloud
12 Jan 2012
When SCORM Cloud outages happen, we drop everything until service is restored. A few of us go into “let the world know that we’re working on it” mode, and the SCORM Cloud developers glue their eyes to their screens and wrists to their desks until the outage is resolved. That’s what happened yesterday.
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It’s the start of a new year and almost impossible to escape the idea of resolving to do something different (travel more!), better (exercise everyday!), or not at all (no more pizza!). Given our love of cookies and ice cream, chances are slim that diets are high on anyone’s list around here. So rather than focus on deleting things from our daily lives, we’ll take the ‘do something better’ angle.
First up in 2012 is adding some new features to SCORM Cloud.
SCORM Cloud does many things, but at its core, it delivers training. Until now, you could import courses, share them with learners and track the results. SCORM Cloud even lets you send your content to another LMS (but that’s another story).
We thought it would be kind of cool to include a couple of tools that let you add SCORM content within SCORM Cloud. Check out what we came up with:
ScoTube- -Want to use video in your training? ScoTube automagically wraps your video with all of the SCORMy stuff needed. You can use a video from YouTube, or upload your own video file. Either way, one click delivers a SCORM course that’s ready to play in SCORM Cloud. We’ll even let you export it to use outside of SCORM Cloud, if you really want to.
Quizzage- Need an easy-to-use tool that creates simple quizzes and surveys? Quizzage is just that. Create your questions (there are 5 types to pick from), set your scoring and learner feedback options, and you’re ready to go. You can deliver your quizzes right from SCORM Cloud. Or even export them from SCORM Cloud if you must.
So far, I have created quite a training curriculum for my friends and family- “How to Wash a Cat”, “Cha Cha Slide 101”, “Playing the Ukelele” and “Mastering Flip Turns”. Feel free to check them- just click on any of the titles, to go right to the training.
I also thought it might be fun to build a quiz to test your knowledge on some of the cool things SCORM Cloud can do. Try it here and see what you know.
Want to give it a try? Just go over to SCORM Cloud. In less than 5 minutes you can build your courses and even share them with your learners. And since it’s through SCORM Cloud, you can even build your own and try it out for free.
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