12 hrs

…is the estimated time RIM’s BlackBerry email service was affected by a service outage yesterday. BlackBerry users across North America experienced problems sending and receiving email from their devices, causing widespread discontentment among business people and government workers who rely on the service for critical business processes.

MEX question?

How do you measure the cost of this user experience failing? Reliability has been a key part of RIM’s marketing message and the BlackBerry offerings. With such a high profile error, will the RIM experience still hold as much value for customers? Please post your comments to the blog by clicking below…

Paul Nerger, Vice President of Sales and Marketing at user experience measurement specialists Argogroup is speaking at our MEX conference in London on 2nd – 3rd May 2007, where he’ll address this topic in more detail and inspire a breakout discussion where all conference delegates will participate in defining a response to this challenge.