What Clients Want: To Be Understood
Posted on March 31, 2009
One of my Project Managers (we call them PMs at Matrix Group) was struggling with an account. The client was frustrated, the Project Manager was frustrated, so of course, now […]Tag: Customer Service
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An Example of a Really Great Event Registration Email Confirmation
One of my Project Managers (we call them PMs at Matrix Group) was struggling with an account. The client was frustrated, the Project Manager was frustrated, so of course, now […]
Why Is Going to the Doctor Such a Miserable Experience?
Posted on March 24, 2009
Why is it that going to the doctor is such a miserable experience? I don’t think it’s just because we’re usually sick when we see the doctor. From the attitude […]
iStockphoto Uses Twitter for Customer Service
Posted on March 17, 2009
Click on the image to see a larger version of a screen shot of the Twitter search I used to get info about the iStockphoto site being down. I get […]
Spirit Airlines Sucks; American Express Rocks
Posted on February 27, 2009
I am so mad. I booked tickets on Spirit Airlines to attend a wedding in Mexico later this Spring. I booked the tickets on the Spirit Airlines Web site, paid […]
Oh Where, Oh Where Can My Bookmarks Be? Magnolia Suffers Huge Outage!
Posted on January 30, 2009
Every morning, when I boot up my computer and open a browser, I have 4 tabs open to the Matrix Group intranet, Twitter, Facebook and Magnolia. Magnolia is a popular […]
What Customer Experiences Are Core To Your Business?
Posted on January 21, 2009
During the last couple of weeks, I made presentations to a couple of clients. The first client thinks we’re good but they’re not raving fans. The second client thinks Matrix […]
Girl Scouts, Please Make it Easy to Find Information About the Cookies!
Posted on January 4, 2009
It’s that time of year again: Girl Scout cookie time! My niece is a Girl Scout and I of course want to support her by ordering lots of cookies and […]
A Technical Requirements Page in English
Posted on January 3, 2009
A client recently asked if they could run a WordPress blog on their dedicated server. Matrix Group normally hosts WordPress sites on a LAMP (Linux, Apache, PHP/Python) box, but this […]
I’m a Victim of Identity Crime!
Posted on December 30, 2008
A few months ago, a suspicious charge from Carfax.com showed up on my corporate American Express card statement. I called Amex; Amex promptly reversed the charges. The next month, another […]
Retailers: When Soliciting Feedback from your Customers, Be Ready for It!
Posted on December 15, 2008
The holidays are all about traditions and last Saturday, my son and I engaged in one of my favorites: we created a gingerbread train. I’ve been making gingerbread houses for […]