Pleasure and Pain

Measuring the impact of new technology on human experience

Pleasure and Pain: photos by Whitney G. Hess

Web 2.0 Expo NY: Lane Becker’s “Customer Service is the New Marketing”

September 20th, 2008 · Comments

The first session I attended on Wednesday morning at Web 2.0 Expo NY was “Customer Service is the New Marketing” by Lane Becker (a.k.a. @monstro), co-founder of Adaptive Path & Get Satisfaction
My Twitter notes from the session:

@monstro telling the @zappos story about the woman who didn’t return her shoes on time b/c [...]

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Marketing e-mails that actually help customers

August 31st, 2008 · Comments

If you’ve read this blog for long enough or follow me on Twitter, it should be no surprise that I’ve tried online dating. Many years ago in college, I signed up for Match.com, but my membership expired about three years ago. So imagine my surprise to get an e-mail from them the other day. The [...]

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PayPal’s Live Chat Falls Short

May 19th, 2008 · Comments

I just had a very strange interaction with a PayPal sales rep. I suppose I was sitting on the Website Payments Standard Pricing page for a while, so I was a prime target for a sell.
A pop-up appeared (that I failed to capture) asking me if I needed help, so I decided to say yes. [...]

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