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Customer Experience

Yahoo abuses customer trust

» More on corporate abuses of trust: Reevaluating our relationship.

While I was certainly glad to give you all the benefit of the doubt on the whole Flickr account merge issue, it didn’t help when you betrayed that trust by trying to trick me into a premium email service by withholding information at the precise moment I would need it in order to make an informed choice. You were this close to having a customer who was solidly baffled by the group of folks who question their ability to trust Yahoo with their Flickr accounts; instead, you managed to make me question whether it’s reasonable to trust you as a company.

How hard—seriously—is it to look at your corporation's actions from the customer's point of view? (6) Comments  / [ 02/09/07 ]

Berkshire 2005 Shareholder's Report

» I guess I haven't read too many shareholders reports, but Warren Buffet's 2005 letter to Berkshire Hathaway shareholders is honest, philosophical, and actually entertaining. [pdf] It's easy to see why Buffett has such a cult following. Read it. You'll enjoy it.

(On CEO compensation) "It doesn’t have to be this way: It’s child’s play for a board to design options that give effect to the automatic build-up in value that occurs when earnings are retained. But — surprise, surprise — options of that kind are almost never issued. Indeed, the very thought of options with strike prices that are adjusted for retained earnings seems foreign to compensation "experts," who are nevertheless encyclopedic about every management-friendly plan that exists. ("Whose bread I eat, his song I sing.").
(On the Berkshire Annual Meeting) "Kelly Broz (neé Muchemore), the Flo Ziegfeld of Berkshire, orchestrates both this magnificent shopping extravaganza and the meeting itself. The exhibitors love her, and so do I. Kelly got married in October, and I gave her away. She asked me how I wanted to be listed in the wedding program. I replied "envious of the groom," and that’s the way it went to press."

(via iwtytbr [ 03/09/06 ]

Best Practices: Privacy Policy Changes

» Best Practices News: The new Google Talk Privacy Policy includes a link to the older version, marked up to show what has changed. Quite honestly, the very best practice would be one that allowed you to opt-out of a service — meaning that they would erase your personal data — if you didn't like the changes that had been made. (via sew)   [ 02/08/06 ]

Turbans = Terrorism

» When you're trying to shoot down a proposed congressional bill that would require you to disclose any harmful side effects of your product, what's the best way to ignite public indignation and rally support? Put your Congressman in a turban. "We’re not even pro-regulation on most vitamins and supplements, but Christ almighty, if this is the response of the vitamin industry to self-policing maybe we should be."  [ 02/01/06 ]

How to say No

» Customer service as she should be spoke. Just reading this note makes me wish I could give this guy some of my business. (via rw [ 01/26/06 ]



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