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notice that little 'f' (or 't') everywhere?

How (crowd) curation is making a comeback in search and how Facebook is using it to "remake whole industries."
posted by kliuless on Jan 16, 2011 - 27 comments

"[The customers] come in here, by my grabbing them and touching them and screaming at them they become human beings."

Jerry's Deli (starts at 1:02) by Tom Palazzolo, 1976. A short documentary on deli owner Jerry Meyers, who's been screaming abuse at his loyal customers for 30 years. (Clipstream/Java video. Click on lower right corner of the video to enlarge. Or here's a Youtube with out-of-synch audio.) [more inside]
posted by hydrophonic on Apr 10, 2010 - 7 comments

The Seven Types of Bookstore Customer

Hoping to work his way around to describing the graphic novel bookstore he wants to open some day, big box bookstore employee the Rocket Bomber has made strides in natural history by delineating the seven types of bookstore clients. Some snark in the comments has led to a followup post with additional how-to-run-a-bookstore musings.
posted by shothotbot on Jun 10, 2009 - 108 comments

There are no traffic jams along the extra mile

Zappos brings customer to tears (in a good way)
posted by growabrain on Oct 15, 2007 - 38 comments

Get Satisfaction

Get Satisfaction has launched. It's crowd-sourced customer service -- or something like that. [more inside]
posted by chunking express on Sep 13, 2007 - 25 comments

Now that's service!

...no one here has any intentions of helping you with anything. I am the manager of all of Customer Service. There is no one higher than me that you will speak with.
posted by Blingo on Feb 1, 2007 - 79 comments

IT vs User... FIGHT!

Half of IT managers admit to hating their users... a lot. - But it's ok, because the users hate IT too. No, they really hate IT. Perhaps IT isn't meeting customer demands. And it isn't like either side's attitudes have changed much over time (July 2001).
In the long term, it simply may never work out between IT and the users. After all, IT support is just like any other customer service job. And we all know customers suck enough for people to start web pages about it... again and again.
posted by smallerdemon on Aug 28, 2006 - 60 comments

Alaska Air blows more than a hole in its fuselage

Jeremy Hermanns' flight on Alaska Air #536 was out of the ordinary, to say the least. A baggage handler ran into the plane before takeoff and didn't bother to report it. So when the plane reached altitude, its cabin suddenly depressurized, and was forced back to Sea-Tac Airport. Jeremy, who has experience as a pilot, posted about what happened on his blog. Rather than offer an apology, Alaska Air employees have taken to bashing him from company IP addresses.

This brings up a larger question, though. What should companies do when their products or services fail, and consumers (almost inevitably) discuss it in a public forum? Jeff Jarvis' Dell incident comes to mind. In that link, he mentions Dell's no talking to customers on blogs policy.

Would you rather have a company that reached out to disgruntled customers, or pushed them away? I've seen more than one small software company comment on a blog or take direct action as a result of a post -- is that the preferable route today?
posted by bitter-girl.com on Dec 30, 2005 - 40 comments

Nasty, Nasty Clients!

The customer is always stinky (some swearing and references to genitalia)
posted by 13twelve on Feb 24, 2005 - 23 comments

"We have done more than 100 surveys and reports since late 2000 and this survey has the most overwhelming, and negative, response to a company or technology we have ever seen." A survey by investment and research firm ChangeWave of its clients who are current and former subscribers of America Online showed that 40% of respondents were dissatisfied with the service.
posted by tranquileye on May 22, 2002 - 22 comments

No more Muzak™ and classic rock?

No more Muzak™ and classic rock? "The [IBM] interns collaborated on something called Hold Freedom, a way to ease the tedium of being on hold while waiting to talk to a human. The program enables callers placed on hold to listen to news, music of their choice, enter a chat group with other customers or even make another phone call without losing their place in the queue. The choices would be based on personal profiles that the customers had previously completed on the call center to phone company's Web site." (Also cool that the idea comes from summer interns.)
posted by tippiedog on Aug 27, 2001 - 9 comments

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