This just cracked me up… Markets are Hanging Up On Customers I just recorded my call with Apple Support to improve customer service: [Click to listen] How to hang up on a Mobile Me customer. [From ProjectVRM Blog » Markets are Hanging Up On Customers] Follow the link and have a listen. Truly amazing.
Category Archives: customer
Difficult people… or worse.
A few days ago, someone walked up to Michael Arrington and spat on him. For those who missed this news, here is an excerpt and link from Michael’s own blog: Yesterday as I was leaving the DLD Conference in Munich, Germany someone walked up to me and quite deliberately spat in my face. Before I…
Focus and Priorities vs. Turf
When dealing with complex issues that spread across functional lines, a senior executive focusing on the issue can being important focus and coordination to the effort. But too often, people are paying more attention to the politics of Turf instead of the value of that cross-organization emphasis. I started thinking about this after reading a…
Scobleizer — Tech geek blogger » Blog Archive Seagate learns important PR lesson: keep the customers happy! «
Robert Scoble posted details of this week’s blow-up over failing drives and censored forum posts: Seagate (maker of hard drives and storage devices) has been getting slammed on forums and blogs the past couple of days. Partly because they had a bad batch of hard drives and didn’t properly recognize or fix the problem quickly….
Ross Mayfield’s Weblog: Service and the Fifty Percent Rule
This week, Ross Mayfield makes an interesting point about the level of service experience at the Apple Store. It’s a brilliant post and poses some great follow-on questions, but the thing I liked most was this point about support knowledge: But I think Apple gets something more than the value of customer experience. According to…
FriendFeed, value, and … on Gillmor Gang
The May 30th Gillmor Gang is all about FriendFeed and it’s one of the best I’ve heard. http://gillmorgang.techcrunch.com/2008/05/31/gillmor-gang-053008/ Why FriendFeed Matters Bret Taylor of FriendFeed makes the point that different people use different tools, and that’s one of the reasons he created FriendFeed. He says: “The union of all of your friend’s one or two…
Why the Open will win
Why the Open will win If only my friends who have accounts in the same service can see my photos or favorite music or restaurants, then I will put less energy into participating in that service. But with a mesh of services connected by common syndication formats and open APIs (Application Programming Interfaces), my friends…
Anti-Customer Update – WSJ Online
WSJ Online now has a policy that shuts down your account access if they detect you logging in from more than one computer at a time. TechCrunch does a nice job telling the story behind this fiasco.What I find really funny is that this sort of stupidity is now considered an “understandable, and classic reaction”…
