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    An expanded view of customer service.

    Our elevator pitch for Satisfaction, when people ask, is that we provide “People-powered customer service for absolutely everything.” More on the entire sentence soon enough, but for now let’s focus on the middle part: “customer service” and what that means. When most people say customer service, what they’re really talking about is customer support. And...
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    Sony's moment of truth

    http://www.siliconvalleywatcher.com/mt/archives/2005/04/friday_watch_1.php As Sony’s PSP is creatively hacked in a thousand ways it is giving rise to a thriving community of users. Sounds like a dream, right? Except it’s not that simple: Sony films are being pirated onto their very own device. How will Sony respond–will they cultivate or kill their community? Subscribe to the Social...
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    Sony eats itself

    http://sonystrikesagain.wordpress.com/2007/03/19/hello-world/ Sony releases new DVDs with new copy protection so severe the disks don’t work on some Sony DVD players. Sony responds to support calls by telling users to update their firmware. The only problem: the firmware update doesn’t actually exist. Subscribe to the Social Studies blog for the tools to unleash the power of...
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    The Wisdom of Customer Crowds

    This is one of my favorite customer service anecdotes right now, and I can’t seem to stop blabbing about it. The story tells of how 30Boxes, an infectious social calendar app, abandoned conventional wisdom in their pursuit of extraordinary customer service. It’s a prime example of how embracing chaos can energize a business. (It was...
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    “The Challenge of Agile Development: Avoiding Half-Baked Design“ from the Web 2.0 Expo

    However you want to frame it, agile development processes are changing the way we make websites. As a designer I’ve been really influenced by the developers on our team, and I learn a lot from them everyday. Today at O’Reilly’s Web 2.0 Expo I got to share some of that learning along with Alex Chaffee...
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    New Rule: Don't Sue Your Customers

    This is the tale of a pile-on. And by that I mean a lot of other bloggers and such are writing about the same thing. As compelling as the original is, though, the pile-on is the real story. Let’s start with my favorite quote from the whole affair, courtesy of Say Uncle: “Don’t send bloggers...
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