customer service

Arrested Development

Tuesday, July 22nd, 2008

I’ve just canceled my Spam Arrest account. At least I think I have. Why would I be unsure? I’ll get back to that.
I signed up with Spam Arrest about a year ago after a trusted friend had strongly recommended it. I wasn’t too worried about spam because I use Gmail and it already has uncannily […]

Authenticity, Authorship, and Authority in Social Media

Wednesday, May 28th, 2008

Last week I attended the MESH conference for the second consecutive year and once again the issue arose around evaluating the use of social media technology by a commercial enterprise. To varying degrees it came up in three consecutive sessions, the most electric of which was a mosh pit with a panel of representatives from […]

The (In) Convenience Factor

Tuesday, November 27th, 2007

The motto and the objective of The User Advocate Group is to:
“Bridge the Gap Between End Users and Engineers”
Why is there such a gap? Well, there are many reasons such as: “language” differences (”geek-speak” vs. “human-speak”); lack of effective communication channels; economics; priorities (technology-centric vs. user-centric); etc.
But here’s one that came to mind recently as […]

The Occasional Frequent User

Thursday, November 8th, 2007

Last weekend we set the clocks back for the winter. It’s always nice to have an ‘extra hour’ and to perhaps do something a little special: lay in bed, go for a leisurely breakfast, take a long walk in the park. It’s one of the perks of living on a tilted globe.
For me, […]

Information Barchitecture

Monday, June 25th, 2007

Getting back to this story…

A few weeks ago I spent two and a half hours standing (literally) at the counter of the US Airway check-in counter trying to secure a ticket to San Francisco using a free travel voucher. (No the online experience just didn’t work for this one. Another story.)
For most of that […]

Thanks a Lottery!

Saturday, June 16th, 2007

The guy in the copy shop was gesticulating to one of his customers.
“I almost won 37 million this week!”
“What d’ya mean?”
“That guy who won the jackpot – he bought it at the same store I get my tickets!”
The customer chuckled and checked his copies – perhaps imagining, as I was, what it would be […]

Customer Relations and User Relations

Tuesday, June 12th, 2007

The last straw was the toddler ramming his stroller into the stranger’s legs for the third time. The child’s mother was behind a mountain of luggage filling out name tags. A slightly older sister was orbiting at high volume trying to get someone’s attention. Anyone’s.
I concurred, as did the long queue of passengers waiting for […]

Number of Visits: