Category: User Experience

  • Are you providing great customer disservice? – Part 1

    Are you providing great customer disservice? – Part 1

    I experienced two customer service fails in the same week. Part 1 describes my odyssey with a well-known audio/video conferencing service that sounds like Kleenex. I needed to remove a long-discontinued phone number as the default callback number for this conferencing service. Whenever I joined a meeting, it would prompt to callback my old business number.…

  • When making things right can make them worse for your customer

    When making things right can make them worse for your customer

    Like many other law-abiding Americans, I’m in the midst of completing my taxes.  In the last week, I received a corrected W-2 from a former employer.  It took me a minute to figure out what changed.  Everything was blank other than one check box for a Retirement plan. Because they were a former employer, I’m thinking “I…

  • The glass might as well be empty

    My wife and I recently celebrated our anniversary. We bought a new couch and recliner, something we do once every 29 years.  The entire user experience at the local furniture store was top-notch.  We walked into one store, explained what we wanted, saw what we liked, and we bought it. After pulling ourselves out of the…