Advertising Customer Service Personal Why I Ditched Casper (and Found a Much Better Alternative) When I moved within Manhattan this spring, we wanted to upgrade our bed from a queen to a king, and that of course required buying a new mattress. Without thinking too hard about it, we decided to go with a Casper. After all, they advertise their “perfect mattress” everywhere. Who can argue with perfect? I […] Written by David Berkowitz September 26, 2016November 26, 2020
Customer Service Flubs, Gaffes, and Blunders Mobile Travel TripIt’s Questionable Billing Practices Tarnish Travel App I've been a big fan of TripIt for years, logging more than 292,000 miles of trips through the travel service that organizes travel plans into useful itineraries easily accessible via mobile devices. My enthusiasm for them was greatly diminished though recently due to their billing practices and clear lack of understanding why what they&39;re doing […] Written by David Berkowitz January 23, 2012November 26, 2020
Customer Service How The North Face’s Customer Service Ensures Happy Faced Shoppers I haven't posted much about customer service in awhile, but The North Face&39;s service has been so repeatedly astounding that I&39;ve got to spread the word. Full disclosure: The North Face is not nor has ever been a client anywhere I&39;ve worked (to my knowledge), nor have they resorted to any form of blogger outreach […] Written by David Berkowitz October 3, 2011November 26, 2020
Customer Service Surprising Consumer Relations via a Zanzibari Sugar Packet When I was in Zanzibar in February, I noticed that a packet of sugar had an email address on it. The sugar was from Zanzibar Tea Packers and also had a postal address and phone number. At the time, I wondered what the purpose was, and what would happen if one emailed them. As I […] Written by David Berkowitz May 18, 2011November 26, 2020
Customer Service Research Social Media The Must-Read Report on Social Customer Relationship Management I just heard from Jeremiah Owyang, the Web Strategist blogger at Altimeter Group, that he's got a new report out on social CRM which he wrote with R "Ray" Wang. This is more of a preview than a review because while I had a bit of time to read it, I have not gone through […] Written by David Berkowitz March 5, 2010November 26, 2020
Columns Customer Service Marketing Social Media In Search of Your Booker Moment Have you shoveled any of your consumers’ driveways lately? Just about everyone but Newark, NJ Mayor Cory Booker can put their hands down. Booker, a savvy enough marketer that he can get some positive ink for Newark, is not a bad role model for marketers. As Mashable reported yesterday, New Jersey radio show host Ravie […] Written by David Berkowitz January 5, 2010November 26, 2020
Customer Service Flubs, Gaffes, and Blunders Travel 20 Reasons the Luxor Sucks Instead of a lengthy introduction, scan the slides, which should speak for themselves. I’ll share more in a postscript. 20 Reasons The Luxor Sucks View more presentations from David Berkowitz. (tags: travel hotel) Written by David Berkowitz February 18, 2009November 26, 2020
Customer Service Flubs, Gaffes, and Blunders Opt-Out Hell as Microsoft Loses Momentum This is a true story. The mission: unsubscribe from a newsletter How it should work: one click and you’re off the list How it really worked: try to unsubscribe… which requires signing in… but then I can’t remember the ID so I try recovering it, but that doesn’t work, so I have a lengthy exchange […] Written by David Berkowitz August 26, 2008November 26, 2020
Customer Service LinkedIn Connects My questions for LinkedIn have all been answered, but it’s worth taking a moment to appreciate how LinkedIn went about it: * I received three emails from someone in customer service, the first two from a standard customer service address, and the third from his own email. While he could have been a little more […] Written by David Berkowitz August 15, 2007November 26, 2020
Customer Service LinkedIn Links to Recent Contacts and Redefines "Recent" in the Process On Friday, I wondered what happened to a favorite LinkedIn feature for viewing recent users. I received two subsequent emails from customer service, only to find out I was wrong about the feature because of LinkedIn’s questionable grammar. The semantic web’s a long way off if we can’t master our native languages’ semantics first. Here’s […] Written by David Berkowitz August 13, 2007November 26, 2020
