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Apple Customer Support Fiasco

I just had the most inexcusably bad experience with Apple Customer Support. So shockingly bad that I can’t even believe it was Apple on the other end of the line. Let me preface my story by saying that I’ve been a devoted Apple customer since I was in the 5th grade — 17 years ago. [Keep Reading…]

The conditioner bottles at The Hampton Inn

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 [Keep Reading…]

Experience Design Lessons We Can Learn from My Nail Salon

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 [Keep Reading…]

Get Satisfaction is now on Pleasure and Pain (and vice versa)

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 [Keep Reading…]

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

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 her [Keep Reading…]

Marketing e-mails that actually help customers

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 [Keep Reading…]

PayPal’s Live Chat Falls Short

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 [Keep Reading…]