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 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 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
Customer Service LinkedIn: The Customer is Delusional It’s fun being called delusional by customer service. Today, LinkedIn is trying to make me feel like I’m in that Jodie Foster movie Flightplan where she claims her daughter was kidnapped while on an airplane and everyone else thinks she’s nuts. The movie wasn’t supposed to be very good (it scored 38% on the Tomatometer), […] Written by David Berkowitz August 10, 2007November 26, 2020
Flubs, Gaffes, and Blunders Tearing IMDB's Ticket I’ve been an avid user of the Internet Movie Database for years. It’s the best site ever for settling bar bets. It could, of course, do better. Two quick points of feedback for them – unsolicited, of course, but worth sharing: 1) To send them any feedback, you must register. How much do they want […] Written by David Berkowitz May 23, 2007November 26, 2020
