customer

White labeled. Like Get Satisfaction.

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Agreed. At Microsoft, this was sometimes a source of tension between marketing and Program Management.

Quoted: So what’s the cure? True perspicacity into the needs of a user base is the result of talking with customers, and complementing that direct knowledge with data from a larger sample. Qualitative research alone gives you direction and awareness of issues – and I fully admit that awareness is 70% of the solution. But quantitative research gives you conviction regarding the extent of issue.

Great idea by GetSatisfaction. They do searches across twitter, looking for mentions of a company. They then offer to "convert" those to GetSatisfaction conversations.

Unfortunately, "Faves" is commonly used word that doesn't usually refer to Faves.com - so there is a lot of noise in this Twitter stream.

A wonderful story about Amazon customer experience this holiday.

Quoted: As the case of Amazon.com reveals, maybe taking care of customers is something worth doing when you are trying to create a lasting company.

This call with Verizon is painful and yet hard to turn away from. A user is repeatedly quoted .002 cents per kilobyte as the cost of his data usage in Canada and yet his bill clearly reflects that they charged .002 DOLLARS per kilobyte. Trying to convince the rep, supervisor, and the floor manager that these numbers are different turns out to be quite a hassle.

I've now listened to the whole call (all glorious 27 and half minutes) and cannot believe the control exhibited by the user in trying to explain these basic concepts to the folks at Verizon. When the manager states that she is 100% he was charged correctly, the caller tells her that he is going to post the recording on his blog and call corporate. It is amazing how blinded the folks in this call center are to their non-knowledge of math, to the point where their hubris and inability to try and understand keeps them from figuring out:

a) they were wrong
b) this user was charged 100X the repeatedly quoted price
c) many more users downstream are going to have this problem as well and they need to fix their quoted pricing.

This is BRILLIANT. You MUST watch it.
a customer phone rep from apple got fired for reading this poem at their talent show.

Quoted: A profile of Integra Telecom customer Roni Deutch Tax Center of North Highlands, California