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

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

Posted in advertising, airlines, customer service, mobile, ui, wireless | Tagged | 6 Comments

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

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

Posted in customer service, fun | Tagged | 2 Comments