About
RAKESH AGRAWAL
I am Senior Director of Product at Audible.
I have been designing and marketing Internet services since 1993. I have worked at Tellme, AOL Search, uReach Technologies, washingtonpost.com and startribune.com.
On Twitter
- RT @SamAntar: Tip for Fraudsters: Bear markets are for understating earnings and unwinding past overstatements, while bull markets are for… 5 hours ago
- Most electronics manufacturers have addressed the problem @tfadell describes here: uncharged batteries out of the… twitter.com/i/web/status/1… 6 hours ago
- More good stuff from @tfadell. A designer isn’t just someone who uses figma or adobe products. Design is a way… twitter.com/i/web/status/1… 6 hours ago
- The metaverse is for porn. And gaming. theverge.com/2022/10/3/2338… 21 hours ago
- It is not the same Mexican pizza I remember. 😭 The original Mexican pizza had a lightly fried flour “crust.” Now i… twitter.com/i/web/status/1… 22 hours ago
Contact
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Recent Posts
- A finance guide for millionaires and billionaires
- Rakesh’s travel secrets for your holiday travel
- Lobsterclass – free classes on product management
- Getting down to numbers: quantitative research
- Pricing the COVID-19 vaccine
- Favorite things, day 1: podcasts
- Rakesh’s travel secrets for your holiday travels
- Favorite things, day 2: credit cards
- Favorite things, day 3: Hawaii
- TiVo remains king of TV
Top Posts
- Bing, Yahoo! try to capitalize on Google's Michael Jackson traffic surge
- A look at Groupon's extremely lopsided merchant agreement
- A sample Groupon merchant agreement
- The experience is the product
- Favorite things, day 2: credit cards
- Favorite airports from around the world
- Autonomous vehicles are going to change the world in more ways than you know
- So you're thinking about joining a startup...
- Link baiters need to read this before they lose their shirts
- 10 ways hulu is better than a DVR
October 2022 M T W T F S S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Meta
Pages
Category Archives: customer service
A few thoughts on customer service
As a product guy, I’m always looking to improve products and experiences. Much of my thinking is driven based on more than a decade of creating online products and focusing on the integrated product experience. This includes brand, marketing, sales, … Continue reading
Posted in customer service
1 Comment
How customer service should be done
Last week I was skiing in Deer Valley when Groupon’s terrible earnings came out. While I was skiing, I got an email from CNBC asking if I could come on air to talk about them. We tried to get me … Continue reading
Posted in customer service, travel
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United’s mobile check in not ready for takeoff
On my last trip, I had the opportunity to try United’s mobile check-in and mobile boarding passes. The promise is paper-free check in. It sounds really great, but it’s not quite there. Partly it’s due to United’s horrible user interface, … Continue reading
The benefits of starting from scratch
Today marks the second anniversary of the launch of Virgin America, an upstart carrier that has inspired many loyal followers. Virgin America is a clear example of the benefits of starting from scratch. Among Virgin’s features: Brand new planes. Cheerful … Continue reading
Posted in airlines, customer service, travel
4 Comments
A wow experience from United Airlines. Wow.
It’s rare these days that a company impresses with customer service. It’s even rarer when that company is an airline, especially an American airline. That’s the experience I had last week when I was flying home from New Orleans on … Continue reading
Posted in airlines, customer service, travel
15 Comments
Tech lessons from a trip to Borders
On my way home from work today I decided to stop by Borders to pick up a guidebook for my birthday trip to Mexico City. Step 1: Figure out if the Borders near my house is open. I called 1-800-555-TELL … Continue reading
Posted in customer service, iphone, mobile, mobile search, search
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For English, press 1. For a human, try Fonolo.
After telemarketers, the most excruciating phone experience is dealing with interactive voice response systems. That’s what the industry calls those things that I call phone mazes and most people just call damned annoying. Unlike telemarketers, IVRs are hard to avoid. … Continue reading
Your customers are Twits
Last year, I blogged about how local businesses could use Twitter to reach their customers. In that hypothetical example, a street vendor would let regulars know whether he was working or not. A number of large companies, including Zappos, Comcast … Continue reading
Posted in advertising, customer service, lbs, local search, marketing, social networking, twitter
4 Comments
From chits to bits
I was meeting some colleagues and partners last night for the Pistons playoff game. As we sat down for drinks, we realized that we’d left the tickets at our hotel – more than an hour away from the Palace. Six … Continue reading
Posted in customer service, wireless
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Weekly Reader – Dec. 29, 2007 – TV, coffee, patents and Branson
This week’s interesting reads: Futurist: Digital TV’s Mixed Signals (CQ) – Congressional Quarterly takes a look at the impact of government action/inaction on the development and adoption of technology. As we near the Feb. 2009 date when analog broadcasting in … Continue reading
Posted in apple, customer service, environment, weekly reader
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Rakesh Agrawal's blog 