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Facebook – #FAIL in Customer Service – Bad Process, BAD Process
As you well know, I’m not a big fan of the frantic efforts of Facebook to treat its members like assets rather than like customers. The problem is that while it might be nice to attribute all their...
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Monday’s Musings: Decoupling Support From Maintenance – What Apps Vendors Can...
Who Says Support Has To Be Bundled With Maintenance? About a decade back, vendors would offer support and maintenance as two separate line items on their contracts. Support would run about 5 to 10%...
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So You Bought a JooJoo – How Will it be Serviced?
I know, it’s crazy to talk about the JooJoo (formerly known as CrunchPad) a day before the iPad is released. But the majo gadget blogs do, having received a test unit – and that in itself is a bit of...
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About that Second “S” in SaaS – Awesome Service
”There is an app for that” – say the Apple commercials. “There is a plugin for that” – was my conclusion, while lookin for the rigth tools to move the Enterprise Irregulars blog to WordPress a few...
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Sprint Needs to Step Up: Android/Evo Error Messages
Back in July I dumped my iPhone for a new Evo from Sprint. I have enjoyed the phone (yeah the battery life sucks) and services (LOVE the mobile hotspot functionality!) however there has been a single...
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Oootsourcing done right?
Being a good Manhattanite, I’m a ZipCar member/customer. Just had to call customer service because I had an outstanding balance (hey, it’s call “float” – learned this thanks to my fancy MBA). Anyway, I...
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Web brands, get your house in order
The time for playing around is over. It’s not 1999 any more. Web brands have to get serious about the services they’re delivering and the support they put behind them. Every time there’s a Twitter...
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