Interview: TomTom US President Jocelyn Vigreux
There's a quick news segment with the US President of TomTom, Jocelyn Vigreux, available for viewing. The recent interview covers a bit about TomTom's rapid ascent into one of the leadership positions of the GPS market in the US. It also covers a bit about MapShare, the crowdsourcing of TomTom's map fixes. While the million changes submitted so far by users pales in comparison to the millions a month that TeleAtlas finds and fixes, it's a big start. MapShare allows users to enter changes and change requests into their TomTom GPS and then upload those changes so that others can benefit from the common knowledge. Why not capture these changes and broaden your ability to capture the information? "Fraud", you say? They've got a handle on that already.
Interestingly, Mr. Vigreux indicates that there are a fair amount of people naming their streets after themselves, which is caught and not pushed back out to other users by the system protections that are put in place to avoid fraud. Either way this is a big turnaround from where they were a couple of years ago, when they suffered from map quality concerns. What was once a general market concern is now being played as a marketing strength; witness the launch of TomTom's new site Live Changing Maps which talks through the various aspects of their Map Program from guaranteed latest maps on your unit when you buy it, to the MapShare program.
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Posted by Scott Martin at March 26, 2008 7:45 AM
When I bought my Tom Tom Rider I registered it and as part of that process I was promised a "gift". It was a safety lanyard to attach to the GPS. Well long afterward I contack Tom Tom through their technical support link (there is no link to register a complaint)and received a response that there is no lanyard available, so I sent another message, this time, not diplomatic, about the stupid response (a lanyard is available for the Tom Tom 2 I understand) that they ran out of them. No offer at all to satisfy a customer. The reply was in the Polish language. Wise-ass on the other end. That is not the way to get customer loyalty. Jocelyn Vigreux, President of Tom Tom US, ever heard of "customer satisfaction"? All this bad press for a piece of string!
Tomtom has poorly designed windshield suction cup and unfortunately the directions for use do not warn the customer that the heavier tomtom one XL is prone to "falling from the windshield, causing screen damage not covered by warranty". Tomtom customer service claims that their instructions direct us to clean and dry the windshield and to clean the suction cup before use....but when confronted with evidence that tomtom's instructions provide none of this verbiage the communication from tomtom ceases.
Incredibly, tomtom didn't offer a replacement or a replacement at cost, they offered a full cost replacement ($50 more than I paid) as a Customer discount. Good bye customer loyalty.