A few years ago I worked for a tech company that wanted to determine whether their customer support was “successful” and if customers were “happy.” A system was integrated that allowed customers to rate our support emails without prejudice – Let’s say we didn’t offer a feature the customer wanted. They just had to vote that…
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Last weekend I checked out the Renegade Craft Fair in Chicago, a huge gathering of hundreds of vendors who make handcrafted items. I’ve been to Renegade about 10 times in Chicago and other cities, and this year was the very first time every vendor I visited took credit cards! Why? Because Renegade distributed Squares to…
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I’m sort of geeking out over a great customer experience I had this past weekend, but mostly because the great experience was on American Airlines. When I talk at conferences and people ask me for examples of bad support, my party line has always been, “Look at the Twitter account for any airline.” But after…
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