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What s so different, you might be wondering The desired end result is exactly the same, but what the customer finds important enough to lead to a five-star review is quite different in each case What they expect is different, so how they respond is different The first reviewer saw the critical moment as I love the instant gratification of my purchases and the entire tone of the review is around the coolness of the product and the process The second

the network can still function if either wireless router goes down Of course, if your wired router fails, Internet service will no longer be available, but you will still be able to access internal printers and servers It is also important to give proper attention to the specifications of the wireless router you select Some devices have one WAN port for connecting to the Internet, four switch ports, and an uplink port These types of devices are often purchased for their expansion abilities through the uplink port For instance, connecting a larger switch to this port provides access to a greater number of Ethernet devices The reason for paying extra attention to the vendor specifications is that many devices disable one of the built-in switch ports when the uplink port is used In other words, you can t use the uplink port and all four switch ports at the same time

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reviewer was entranced by the incredible helpfulness of the staff and the interest they took in working with her to provide her with the finished product Though the result was the same, what was important to the customer was very different, and the knowledge of those differences is the difference between a single-time visitor and a committed vocal advocate So, because I try to always be helpful, I m going to provide you with a great tool this chapter a basic customer experience mapping methodology

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In a study released September 2008 by The Aberdeen Group, it was found that for companies that used best-in-class customer experience methodologies and programs, there was a 90 percent year over year increase in retention and a 68 percent year over year increase in customer profitability What Aberdeen Group found was a series of common characteristics that drove those successes These are reflected in Table 18-1

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Firewalls Protecting your network from Internet-based attacks is extremely important For this reason, many wireless routers also provide built-in firewalls While these firewalls are usually limited and should not replace more powerful firewalls, they can provide sufficient security for small home networks and can be used in conjunction with more powerful firewalls in small business networks The most common type of firewall supported by wireless routers is the stateful packet inspection (SPI) firewall These firewalls help prevent common denial of service (DoS) attacks A DoS attack occurs when an attacker floods your network with so much data that your device is unable to provide service to valid clients When investigating the strength of the SPI feature of a given wireless router, look for logging support, advanced packet filtering, and DMZ pass-through With DMZ passthrough, you can actually inform the router that it should allow all packets (data) to pass through if the packet is intended for a specific IP address on your network You will then need to implement appropriate security settings on that device In its most basic form, an SPI firewall allows through only data that was requested initially by an internal client For example, if you type wwwMcGrawHillcom in your web browser, IP packets from that location would be allowed to respond and enter your network Allowing communications into the network only from previously requested locations helps prevent some DoS attacks to a large degree More advanced DoS mitigation techniques are important to consider as well, but they are beyond the scope of the wireless technologies covered in this book This firewall also helps prevent other types of attacks from nonrequested machines on the Internet Port Forwarding If you are using Network Address Translation (NAT) to provide private addresses on your internal network, you can use port forwarding to direct incoming requests to a specific device Figure 4-13 demonstrates this concept.

Table 18-1: Best-in-Class Customer Experience Practices (Source: Aberdeen Group, 2008)

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