Comical Customer Service-So Bad it’s Funny
I don’t want to be specific about where this happened, but it should not happen at a company that is well known for such “amazing customer experience”. It’s not easy, I know. And sometimes, you just get a situation where everything continues to go wrong, so much so that at some point you have to … Read more
Hold Music
If you work for a global company and you call HR, should you really be hearing ‘Silent Night’ on the hold music? Ah, the overlooked details in life, it’s staggering.
Bank Customer Service – A Comparison
When you leave the country, it’s a really good idea to tell the bank so you have money when you get there. We have two accounts and to make sure we could use either, I called both banks. Wells Fargo was first on the list. I got through the phone tree pretty quickly and was … Read more
Web Sites Gone Wrong
I have to write about this web site redesign, because it is an example of the worst I have ever seen. I understand the dynamics of these situations as I’ve been part of many of them in my past life as a consultant. There is a quick serve restaurant by the name of Noodles and … Read more
Customer Service Doesn’t Have To Suck
It’s about hiring good people. It’s about the people doing their job caring, just a little bit, about the customer and their perspective. I just had a shockingly good customer experience because someone cared. I am still trying to get money back from my 2006 flexible spending account. Yes, I know, we are halfway to … Read more
Back on the Air
The spam evilbots attacked my blog’s home and it had to take a little mini break. My awesome techie support (my husband) got me back up and running just in time for my big trip to San Fransisco. I’m heading to the Adaptive Path Managing User Experience conference and several of my co-workers are going … Read more
Reminder for the day (week, month, year…..)
I guess what I’m trying to say is that this is something that should be remembered. From Cluetrain Manifesto “ You are human ‘Scary isn’t it? Good. You ought to be scared. That’s a realistic reaction. You want comfort? Invent your own. Exhilaration and joy are also in order. But face the facts: the tracks … Read more
A Sea Change
I love my job. I view my job as something that is a personal project that I want very much to succeed at. The stakes are higher for me. One thing I like about my job is that it challenges me to make sense of how the internet communication space is changing. It is a … Read more
SUDUKO ate my brain (AKA the case of the mysterious beeping sound)
The other day my husband and I had a angst ridden experience trying to chase down the source of a very high beep. It seemed to be emanating from nowhere. The middle of the room. Out of thin air. If you put your head under the desk, the sound got quiter. The sound wasn’t present … Read more
Last Updated Daily Call….
The Tivo’s have safely landed. That is to say, the Tivo adventure my husband and I embarked on over a week ago has come to a happy ending. After two different trips to our friends house so Tivo could make all the right phone calls and the span of over a week’s time, the Tivo’s … Read more
