Chapter 19: Customer loyalty>

Jang Gwangchul.

It has been 10 years since he became a successful professional stock trader. Every morning as soon as he woke up, he showered, ate fruits for breakfast, and sat in front of his computer.

He murmured his daily chant.

“God, Buddha, and Allah, please let me make 1% today.”

%.

His trading budget was 10 million dollars.

If he gained just 1% of it, he would make 100,000 dollars.

This amount was something an average person could never even dream of having. His specialty was scalping, and he traded with customized keyboard and mouse. He turned on the HTS.

“Let’s see…”

When he clicked the Nuri Finances’ HTS icon, a notice for an update appeared.

-HTS update in progress. 1 minute and 04 seconds.

-HTS update in progress. 44 seconds.

-HTS update in progress. 15 seconds.

After the update completed, another pop-up appeared explaining the details. Jang Gwanchul read them over carefully.

“We have added speed trading function. Minor bugs fixed including the screen size adjustment.”

Jang Gwangchul always was thorough with knowing the specifics of HTS he used. If there were any improvements he could think of, he often contacted Nuri Finances to let them know.

It was a VVIP privilege.

When his balance on Nuri Finances’ website exceeded 4.5 million dollars, no one has ever ignored his suggestions. After reading over the new update, Jang Gwangchul’s eyes sparkled.

“This can be very useful…”

Jang Gwangchul specialized in scalping. Every second counted.

:45 am.

Jang Gwangchul waited for the stock market to open.

Click. Click.

It was the only thing which resounded within his expensive apartment. The sound of typing and clicking echoed throughout the space.

Click.

With a final click, he completed a transaction. The entire process took 3 minutes.

“With this function, I might make 3% today.”

Jang Gwangchul couldn’t help his smile. It wasn’t even noon yet. He still had 3 more hours till the market closed, and he’s already earning thousands of dollars.

Click. Click.

Jang Gwangchul’s spirit fired up as he stared at the screen.

pm.

Jang Gwangchul stretched out his arms and closed the HTS screen. In 2008, Cyworld exceeded’s popularity Facebook in Korea. Every day after the market closed, Jang Gwangchul always made a few notes on how he did that day on Cyworld. He had a few thousands of friends on his page.

After he uploaded today’s experience, his followers commented on it quickly.

“Wow! Awesome profit today.”

“Wow. You’re amazing.”

“You’re the best. Which financial company are you using?”

“I would love an offline seminar from you.”

He enjoyed the positive comments from his fans. Jang Gwangchul spent a lot of time reading them. Then his phone rang.

“This is Jang Gwangchul.”

He didn’t need to say more. The customer service recognized his name and expressed a polite greeting.

“Oh, hello, sir.”

“I wanted to talk to you about the new function. I think it’s called… speed trading?”

“Yes, it’s called the speed trading. Did you have a complaint?”

“No, I just wanted to mention how it is, but there is something I would like to add.”

“Of course. Let me know and I will relay your message to the developers.”

“Firstly…”

The conversation went on for a few minutes. The customer service wrote all the suggestions from Jang Gwangchul. He was a VVIP with a balance of 9 million dollars. A financial company respected such customers. Nuri Finances always accepted Jang Gwangchul’s suggestions without questions.

***

Meeting occurred every Friday at 3PM.

This was the end of the month meeting and there was an extra topic on the agenda.

-January result for the new point system.

As soon as this PPT slide came up, everyone became anxious.

Daeyang System

Bugs occurred: 13

Bugs fixed: 13

Function development: 5

ST Data System

Bugs occurred: 23

Bugs fixed: 20

Function development: 6

M3 Soft

Bugs occurred: 33

Bugs fixed: 32

Function development: 3

Daesan System

Bugs occurred: 19

Bugs fixed: 19

Function development: 1

Jo Youngsuk commented.

“Hmm… ST failed to fix 3 bugs while M3 failed 1.”

Everyone quieted. It was the calm before the storm. Kwon Hyungeun replied finally.

“We checked them, and those 3 weren’t ours.”

Jo Youngsuk rubbed his chin. Kwon Hyungeun added quickly.

“I think they were Daesan’s errors and they were just miscalculated as ours.”

Kwak Jungwook said hurriedly.

“How can you say that our Deputy general manager made a mistake? They are definitely from ST. I checked the list many times.”

Jo Youngsuk asked quietly.

“Open the list.”

Kwak Jungwook clicked the Excel file. The list showed the evidences and reasons for each bug. A few of them were highlighted.

-Slow stochastic indicators monthly chart

– Slow monthly candle chart

-Slow monthly MACD indicator chart

These were the problems Nam Kyungsang complained to Daesan. Yoon Gihwan flinched and looked at Woosung sitting behind him. Woosung nodded and whispered.

“Don’t worry.”

He still couldn’t relax. Jo Youngsuk turned to look at Yoon Gihwan, who answered.

“My developer will explain.”

Woosung stood up.

“I have an explanation. As far as I know, ST is using their own SNL (ST Network Library) as their network library. Is that right, Manager Kwon?”

SNL. ST data system created this for the convenience of needing less communication-related codes. It allowed developers to focus more on business aspects.

It was a good tool.

Kwon Hyungeun turned around to look at Nam Kyungsang, who nodded.

“That’s correct.”

“Then did you also know there is a problem with SNL?”

Kwon Hyungeun again turned around, and Nam Kyungsang shook his head. He looked confused and concerned. Woosung followed posthaste.

“When there are over a hundred request threads, SNL either slows down or disconnects. They told me your team tested this library thoroughly, so I assumed you already knew of this problem.”

Jo Youngsuk looked at Kwon Hyungeun, who looked back at Nam Kyungsang. Nam Kyungsang finally stood up.

“If you are accusing us of a problem with our SNL library, you better be sure about it.”

“I can show it to you right now.”

Jo Youngsuk stopped the argument.

“This is ST’s job to check. After you find out, please let Assistant manager Kwak know.”

He implied ST was at fault. Nam Kyungsang gritted his teeth as he stood up. Jo Youngsuk looked at the list again and added.

“But I admit that ST developed the highest number of new functions. And…”

Kwon Hyungeun smiled as Jo Youngsuk continued.

“Daesan has the least number of developments.”

Nam Kyungsang sneered. Yoon Gihwan swallowed hard and looked at Woosung again. Woosung looked relaxed. Then suddenly, someone came to Jo Youngsuk and whispered to his ear.

“Oh really? Hmm. I see.”

Jo Youngsuk nodded and turned to Yoon Gihwan.

“Haha, I see why Daesan only had one.”

Yoon Gihwan’s eyes widened.

“There were many gold level customers who contacted us regarding Daesan’s new function.”

Gold level.

Only the users with balances higher than 450,000 dollars reached the gold level. Those with over 900,000 dollars were in diamond level. If you had over 4.5 million dollars, you were on the black level.

“They were very pleased with it. It wasn’t just a few but…”

Kwak Jungwook finished the sentence.

“27 customers contacted us. More are calling us about it still. There was also a customer who wanted to come by in person to suggest more ideas to improve it.”

Jo Youngsuk chuckled.

“Haha. It must be an amazing development to receive such compliments.”

Kwak Jungwook said loudly as well.

“In addition, there are hundreds of positive comments on our notice board about how great this new function is.”

“Our chairman always emphasizes the importance of choice and focus. I believe Daesan has achieved both this time.”

Yoon Gihwan smiled as well. Nam Kyungsang, however, looked uncomfortable. Jo Youngsuk continued.

“I think we should apply the idea from Daesan’s previous consultation ASAP. In fact, I will increase the remuneration from 300,000 dollars to 500,000.”

Yoon Gihwan beamed with a smile.

“Of course. We will make sure not to disappoint you.”

Kwon Hyungeun couldn’t help but show his irritation.