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- A short conversation with a bank … we've frozen your bill pay feature, please call customer service you: fffffffff Shortly, while calling customer service: you: hi, is this bank customer service? customer service agent …
- Clarity; The Customer … Boeing's customers are airlines. The airlines' customers are passengers. But the way that service is delivered to the airlines' customers is a function of their staff (who …
- Essentially Walking Sensors; Recorded For Your Safety; More 2014 … They're certainly not accessible to the customers themselves. So we're starting to see a movement that's calling for customers to record their interaction with customer …
- How can I help you? … Cyd Harrell’s recent tweet about customer service: “one thing people aren't talking about in all of these analyses is the dismantling of customer service in favor …
- Why design experiences, when you can design states of mind? … Dan Hon @hondanhon Why not enhance your customer experience by using digital psychology to influence your customers to buy more? Is this still *enhancing the customer experience*, and …
- Good Enough … One particular horrific example of inflexibility that, again, is partly a result of a customer not doing due diligence, is a story about a customer not wanting a …
- Why Is This So Hard; Dependency; Chief Empathy Officer … Because a happy customer with a need fulfilled is one who will come back. And a customer service agent who *actually understands your problem* and helps to solve …
- Dreaming Invisible Dreams … All firewalled and partitioned, of course, it wouldn't do for any particular customer's data to be shared amongst different OSes -- only anonymised customer traits and behaviours …
- Not That Way; Against Empathy; Just Don't … It's not that Customs Agencies need to survive - the question that Accenture poses in their paper is "How can [customs] agencies handle digital’s disruptive impact on …
- We Have Always Been At War; Our Independence Day; Spimes, Duh … Losing shopkeepers with face-to-face interaction dehumanises customers. Interchangeable call-center workers dehumanise customers. Reducing a customer to a statistic and traffic-light feedback mechanisms. In essence …
- Just No; Don't Do That, Either; Seeing Like The Internet … I have to admit here that my assumption was that Twitter would be pretty effective as a customer support and feedback channel (you know, pretty young SAAS startup …
- Did you try the app? … She was the first head of customer experience at the Department of Homeland Security. Dana co-founded the Center for Civic Design, where she led initiatives like the …
- The Surface Area of Being Consulted … The long and the short of it is that if you agree that the web is a customer service medium, then extending the internet (and by extension, the …
- Eleven things, and I'm still terrified about that Twitter one … Cato’s post writes about an SLA (a service level agreement) in the customer support context made me think about SLAs as a sort of minimum viable customer …
- A Software Strategy … Sufficiently advanced Excel spreadsheets are custom software that are a competitive advantage). You don’t have to use custom, in-house software forever. There probably will be a …
- To Serve; Odds … Materials science! I am sitting in the customer service area of the car dealership where we bought the New Car, sponging off the Complimentary Internet Hot Spot, which …
- Just Put A Fucking Warning Label On It; A Sort Of Qualified Immunity; Doing a Spreadsheets is Coding; Rotate 75 Degrees Around The Vertical … Another interesting thing here is that it's a custom software development house that's collecting these horror stories, presumably in an effort to persuade people with spreadsheets …
- Not About How it Looks … Those decisions include how to manage customer support and customer satisfaction. Third: If you’ve ever had a problem with Airbnb and needed to deal with customer service …
- New clouds; Spreadsheets; Half-lives; Snow Crashing chapters 17 and 18 … Demaine’s example here is where Monzo “uses a custom RPC framework called Typhon [but] other, off-the-shelf, arguably better systems exist now which didn’t exist …
- Rate All The Things … Here the inclusion of a rating system helps Uber externalize a cost directly related to the comfort and experience of their customers. Which, I dunno, kind of seems …
- Sherlock Holmes and the Slack Channel Names … The first is that both the customers and the vendors appear to be at fault. In National Grid’s case, an audit report found that a) the vendor …
- The Random Walk Strategy; The Wrong Way Round; Miscellanea … mean there'll be another customer service mobile application whose sole goal is to discourage or stop users from accessing other customer service? [0] C-IV System Highlights …
- The Games Google Plays … if you're a T-Mobile or Verizon or whatever customer" and a mutually beneficial revenue/customer acquisition deal for both parties. Or b) Stadia (sorry, Immersive Stream …
- The Inevitable Apple TV Episode and Algorithmically Induced Sadness … I have a suspicion about the gender split for, say, Nike Fuelband customers versus Fitbit/Jawbone customers, but I have to say that I don't think anyone …
- It's The Money … I mean, here's the copy that's on MCX's website: "Merchant Customer Exchange is the only merchant-owned mobile commerce network built to streamline the customer …