The Next Generation Customer Experience event is in Los Angeles in May and although a lot of the tracks sound very interesting to me, I know that I cannot attend. Living in London has its pros for sure, but when it comes to no longer being able to fly out for conferences like these, it … Continue reading Next Generation Customer Experience
Category: customer experience
The dog and Sears story
I read this SearsKilledMyDog.com recap on Bart last night and am posting it on my blog because it has a little bit of everything I am interested in: dogs, customer support, customer experience, pissed off customers, happy customers, resolution, horror stories, social media, and the list goes on. It's also about Sears and refrigerators both … Continue reading The dog and Sears story
Welcome to the 21st Century: United’s expensive customer service mistake
Disclaimers: I am not a fan of country music; I have flown United; I am a customer advocate In the spring of 2008, United followed its Terms and Conditions – i.e. , their fine print, their internal customer service policies – to their bottom-line minded detriment, and refused to reimburse a customer $3,500 for damage … Continue reading Welcome to the 21st Century: United’s expensive customer service mistake
Love letter to Skype
One of the dilemmas I pondered before going to Italy – get mobile coverage for my iPhone or rely on free wifi and pay for Skype credit? I use Skype to talk with a coworker in the Netherlands, so it’s already on my laptop. I decided to go with the latter. I used the iPhone … Continue reading Love letter to Skype
Sick dog, happy parents
Mickey got sick. We always said that if he ever refused food, we've got a problem. So, one Saturday, after a morning of not eating, we whisked him off to our neighborhood vet, Oakland Veterinary Hospital. They couldn't find anything overtly wrong with him, but based on his symptoms, put him on antibiotics and took … Continue reading Sick dog, happy parents
Double carma
I mean karma. Yesterday I posted a way-too long tale about my car, its woes, and some not-so-great customer experiences. Hours after I posted, following a nice workout and while enroute to lunch, my car's engine warning light went on. Yellow warning light. On my dashboard. Which has never happened, expect for the occasional, "you're … Continue reading Double carma
Two stories: Is either a good customer experience?
Now that I'm more involved with Customer Support at Blurb, I'm now looking at personal experiences with customer support through a different lens. I started this post a while ago, never finished it, but upon today's experience, here it is. Today I travelled to Redwood City for a smallish, peer-attended event given by our CRM … Continue reading Two stories: Is either a good customer experience?
KBad's Blog 