Last week my wife decided that our ten year old purple couch, with the worn fabric and small baby vomit stains we’ve never been able to remove, needed to go. Besides the obvious failings, it didn’t seat enough people and guests in our home would often have to sit Indian style (or should that be
For years now, we’ve used a free tool called Kampyle to collect feedback on our website. After a minute or two of browsing our site, customers would get a popup widget that asked them to rate the site from 1-5 and give comments on what we could improve. The great comments we’ve received over the
There is no such thing as love at first sight. Certainly there are those butterflies that get your stomach queasy and make you think irrationally. Just five more minutes on the phone, you tell yourself, I want to share just one more thing with this person who fascinates me in ways I cannot explain to
Think of a company who gives great customer service and you probably immediately think of Zappos. The famous, insane and often heroic customer service stories are the things of legend. The 10 hour customer service call, how they refused to accept the wrong pair of shoes (donate them to charity they said) and sent the
Like a lot of other nerds, I watched the release of the new Microsoft Surface tablet with much interest. Being touted as an iPad killer, there was much hype behind Microsoft’s reimagining of the tablet experience. The problem, of course, turned out to be Microsoft’s failure in managing that experience correctly. The curvy angles for
Just before Wade Hewitt, Vice President of Apartmentratings.com spoke at the Apartment Internet Marketing Conference back in April, I was the guy in the back of the room, holding a bag of rotten tomatoes, with my hand fully loaded, ready to toss. “Apartmentratings.com in this very room! Can you believe our luck? As an industry,
The notification, the popup, the vibration, the phone call telling you they sent you one; these are the many ways we get our emails today. And yet, given how ubiquitous it is these days, it’s amazing how many people still have no clue what they are doing. Listen … I’ll be the first to tell
Chipotle is my Friday ritual. Ask anyone who follows me on Facebook and Twitter and they’ll be able to tell you about the Friday check-ins. I’m not sure what it is about the place. Sure it’s delicious, its health values are questionable, wait times are fairly quick, the burritos are heavy, and their hot sauce
Compelling data and reasons which tell you why you should be listening to your residents’ complaints rather than hiding.