One of my favorite stories of customer care is Saddleback Leather‘s entire freaking website. What a gem! Take a few minutes to read their warranty page and you can see why I’m so in love with their style: All of our products are fully warranted against all defects in materials and workmanship for 100 years.…
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The lifecycle of app development is pretty standard: you come up with an idea, hire a designer, hire some programmers, then you take it to market. Customer support is very rarely part of this equation from the beginning. Support is almost always an afterthought, and only becomes a priority when you’re suddenly drowning in support…
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Since June 1, I’ve been on and off 40 planes in 20 different cities. Needless to say, this has killed my schedule and made me feel totally unproductive and “busy” – that awful word everyone keeps using like it means something. Let’s be honest here: You aren’t busy, you are just disorganized and things aren’t…
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