CustomerTech For Tech People

Edge Cases Are Real I just had to switch servers, one that has a lot of parked domains. That meant going to three different registrars (I know I have to consolidate) and entering the new IP address in place of the old one. Why haven’t we created another level to DNS that lets this just […]
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Customer Service Redux

It’s An Epidemic I wrote about my recent experiences with Comcast last week. Turns out, that as I was engaging with Comcast, Doc Searls was engaging with Dish Network. And just as I was writing  … Comcast could make this happen in an instance. It is called process. They know when their services are down, […]
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Culture Is A Club

Boy George Knew That 34 Years Ago Culture Is A Club : Gaping Void writing about it today. Culture Is A Club : Boy George singing with them then.
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Words To Live By

I’m Trying There is no difficulty that enough love will not conquer; No disease that enough love will not heal; No door that enough love will not open; No gulf that enough love will not bridge; No wall that enough love will not throw down; No sin that enough love will not redeem . . […]
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Did Verizon Get Hacked?

Or did they sell their customer’s phone numbers? Or maybe the completion of the Yahoo acquisition has triggered something? Whatever it is – until today I had never received a single piece of spam as text through my phone … and maybe one spam phone call every couple of months. Today, I have received 7 spam […]
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It’s Net Neutrality Day

Make Sure Everyone Knows Curiously, some of the people I think SHOULD be supportive of Net Neutrality are not … Just Amongst The Dave’s Here’s Dave Winer on why he thinks Net neutrality is an issue for a set of big companies relative to another set. Users don’t have a reason to support one … […]
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Roger

He’s Still Got It I know this has been out for a while – but – well it is a long story. Suffice to say, been spinning it for a couple of days now. Awesome. No review here – there’s plenty around. But I do have an observation. Roger’s lyrics – and specifically his ‘lyrical […]
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A Different Kind Of Company …

.. Or A Peek Into The Future? Interesting read … and I for one doff my cap to anyone that can achieve this. Massive kudos. In the reading, I happened to note three things … 1) Valuation : Over $1 Billion 2) Revenue : $80 Million 3) Total Staff Count : 700 Which means that […]
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Does Comcast Have A Suggestion Box?

Just in case they do … … here are two thoughts for them More Proactivity with keeping customers happy when things go wrong. This would include actually reading what customer send them. Here is an example of what that mean where I compare Customer Service at Comcast to Alaska Airlines. (This not a Comcast staff […]
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Customer Service

What Makes It Great? … I would argue that none of those words actually hits it. I think the word is ‘process’. And if you want a phrase … ‘customer-centric-process’. I have written about Comcast before. A lot. In various places. This is one of my more recent ones. Fair warning, it seems to have become […]
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