Web Performance, Branding, and Social Media
In: smp
17 Mar 2005I use a major Northeastern US bank. Today is the second day in a row that they have effectively been unreachable through their Web interface.
From the customer service rep I talked to last night, I got the feeling they lost their backend and have had to re-build it from transaction and rollback logs.
And today, their [...]
In: smp
7 Feb 2005How many times have you encountered this?
Too often? Well, I have encountered it too often. I rarely shop in person anymore, just because of this. If retailers don’t start to get it…well, you know.
In: smp
2 Feb 2005Seth, who I am quoting way too often this week, has three great posts on finding a job. [here and here and here]
I am one of these people. I have a degree in History. I work in high-tech. I can write code when I want to. I can limp around linux, Windows and pretty much [...]
In: smp
11 Jan 2005Matthew Homann of the [non-billable] hour has a link to a great read at Working Knowledge, a journal from the Harvard Business School. Titled Nail Customer Service, it reminds us that quantifying good customer service sometimes means stepping back and re-examining how you are trying to deliver it.
A good quick read with some great insights.