When I was in Austin for SxSW Interactive, I stayed at the Hampton Inn a block away from the Austin Convention Center. I chose the hotel because it was convenient, even though the room rate was out of control — $299/night (which I got reduced to $259). I recognize that when 10,000 geeks descend upon [...]
Entries Tagged as 'Customer Service'
The conditioner bottles at The Hampton Inn
March 29th, 2009 · 6 Comments · Customer Experience
Tags:Customer Experience·Customer Service·Human Factors·Pain·Usability Evaluations
Experience Design Lessons We Can Learn from My Nail Salon
March 11th, 2009 · 7 Comments · Customer Experience, User Experience
I’m a native Manhattanite and uptown girl, so it should be no surprise that I’ve been getting manicures since I was a munchkin. It isn’t only about having freshly painted nails; it’s more about taking 30 minutes every few weeks to really treat myself and escape from the hustle and bustle of the city.
I’ve probably [...]
Get Satisfaction is now on Pleasure and Pain (and vice versa)
December 11th, 2008 · 1 Comment · Blogging, Customer Experience
I get enormous pleasure out of writing this blog, but I don’t do it just to sermonize. This blog is for you, anyone out there interested in the broad topic of user experience — whether you’ve never heard it before or practice it every day.
Since I always want to make this space better, involve you [...]
Web 2.0 Expo NY: Lane Becker’s “Customer Service is the New Marketing”
September 20th, 2008 · No Comments · Conferences
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 [...]
Marketing e-mails that actually help customers
August 31st, 2008 · 4 Comments · Customer Experience
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 [...]
