January 1st, 2008 | by Tommy | published in Support, Technology
I have just about had it with Outlook ‘07. Of course I would prefer Thunderbird, but use Outlook cause I am totally addicted to OneNote and the integration between the two apps is nothing short of amazing.And since Outlook ‘07 can also handle RSS feeds I use this feature as well. Again there are many […]
June 20th, 2007 | by Tommy | published in Business, Support
This is a wonderfully powerful video about how little things can make a huge affect on customer support from one of the author’s of Raving Fans. I’ve always been a huge fan of Ken Blanchard’s Raving Fans. The editorial review on Amazon says:
The story of a golfer and his male fairy godmother who guides him
through […]
November 18th, 2005 | by Tommy | published in Support
A few weeks ago Six Apart, the company that makes TypePad, the service this blog is hosted on ran into both hardware and software problems. Many of their users experienced a number of usability issues. Six Apart was open and straightforward about it from the start. They didn’t run and hide or say the problems […]
August 28th, 2005 | by Tommy | published in Business, Support
I am a coffee snob, have been for about a decade. I love good coffee. Of course in a pinch I’ll drink anything to get my caffeine fix, but that doesn’t mean I have to like it. But I digress. A few months ago while on vacation I walked into Teavana. A short time later […]
May 15th, 2005 | by Tommy | published in Branding, Support
Strong brands are a valuable, but illusive asset. Therefore, they should be protected and nurtured at all costs. So why then do some companies engage in activities that seem to proactively destroy their brand? I don’t know either, but it happens all the time.
A few days ago I received a phone call from Charter […]
August 26th, 2004 | by Tommy | published in Support
I just received a phone call from DirecTv telling me my account was past due $687.
Background: More then a month ago my TiVo/DirecTv receiver quit working. I was delighted when I called customer support and they said they would Federal Express me a reconditioned receiver for $49.95. The only catch was I had to […]
