Category Archives: Customer Service

What Was Google Thinking??? (A Rant about the Gmail Editing Toolbar)

I’ve been meaning to blog about this for 6+ months now. Since it’s a sunny Sunday morning in Seattle before I leave on a week’s vacation, I’m finally letting loose. Here’s the bee in my summer bonnet (which has stung … Continue reading

Posted in Customer Service, General, Usability | Tagged , , , | 4 Comments

Want to See a Company That Really Listens to its Customers?

This is the second rave I’ve posted about Smile Software and it’s killer  typing utility, TextExpander, which auto-expands “snippets” that you type. For example, I only need to type =D and press the spacebar to have it automatically expanded into =Drummond. I … Continue reading

Posted in Customer Service, Reputation, VRM | Leave a comment

United: Are You Listening?

I was stunned not only by the story United Airlines Lost My Friend’s 10 Year Old Daughter And Didn’t Care, but mostly by the number and antipathy of the comments. Honestly, after reading it you will wonder if you ever want … Continue reading

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AT&T Are You Reading Your Own Emails???

When I upgraded to the iPhone 4S the day after Christmas (it was really an Apple Christmas in my household this year), I made the difficult decision to stick with AT&T. My experience with routinely dropped calls has been just as … Continue reading

Posted in Customer Service, Social CRM | Tagged , | Leave a comment

You wanna see what killer technical support looks like?

It’s when you send a three line email and within 24 hours you get a reply back like this: TextExpander Support Hi Drummond, Regarding a), we do hear from users occasionally with this issue, although nothing has changed or is … Continue reading

Posted in Customer Service, Reputation | 2 Comments