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…]