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, they just try to deny it with delay tactics.

I mostly feel sorry for the people that have to deal with me and the like – they know the truth. Keep up the good work folks – we know it is not you.

Doc was writing …

My experience with the agent was fine. She did a good job.

…and once again – we are down to corporations processes …
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Contrasting Thoughts

Are We Wu or Wei?


I just published this.

It must be a day of conflicting ideas … this one revealed two alternative views as to why Net Neutrality is (or is not) important to the individual. (BTW – this house believes Net Neutrality is rabidly important.) Now, this post is about satisfying your inner geek.

First up – Dave Winer (again) writing on Why I prefer blogging on the open web – totally with him

One of the reasons I prefer to blog here rather than on Facebook is that if I get an Aha! idea about a feature, over here I can implement it. On Facebook I’m just a user. That was/is one of the great things about the web. Anyone can develop features for it. On Facebook, just their employees can. No wonder it never moves

The iPhone killed my inner nerd is from The Verge, where Tom Warren looks back in the days where we had to work hard to make this computer stuff do what we wanted it to do. It never was my pleasure to do what I did back in those days – but I did – and I understand where he is coming from.
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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 …

… I don’t agree, but there are other views – Dave Weinberger on why he thinks Net neutrality still matters. A lot.

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Does Comcast Have A Suggestion Box?

Just in case they do …


… here are two thoughts for them (Image By Conrad Baker )

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 ding. It is a great big ding at Comcast Senior Management and their processes.)

Tiered customer service that understands that when ‘Joe’ calls they get the ‘grandad’s in trouble – put him through to the ‘let’s talk it all through again’‘ help desk. Through to when ‘Mary’ calls they get shot straight through to the ‘let’s talk using as many non-understandable TLA’s as we can’ desk – because they speak geek.

I am available to discuss how this can work whenever Comcast are ready.

Attention To Detail

It Isn’t Hard


Sad to see Soundcloud laying off 173 people. To remind, that is about 40% of their workforce. But that is not what this post is about.

This is the title of the article from Spin

SoundCloud Lays Off 40% of Staff

This is the quote from the article …

The company will also close its offices in London and San Francisco, leaving only its headquarters in Berlin and New York office open, and eliminate 173 of its 420 jobs.

This is the URL of the article …

http://www.spin.com/2017/07/soundcloud-lays-off-40-of-staff/

Looking at the URL, you would be forgiven for thinking that Soundcloud just laid off 40 people, rather than 173. It’s the way WP auto URLs work. It takes the title, say ‘Attention To Detail’ and automatically creates the URL. In the case of this post …

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Platforms And Tesla

Both topics dear to my heart


My thanks to my friend Louis for sharing this link … which is called ‘Why Tesla Is Worth More Than GM’. It mentions Tesla 12 times and the word platform 3. The whole article centers on how platforms will / are going to rule the world .. no argument there … yet … though I do have my preferred approaches to how platforms should work – that I have started to write about here – and also this was an interesting read from Doc Searls just yesterday.

Here’s what’s going to happen when the whole cryptocurrency / ICO / token / blockchain / distributed ledger / distributed-everything finishes going down: We will each have far more command of what and how we pay for everything, how we remember what we paid, how we run our personal and social lives online, and how we control our relationships in an open marketplace no longer dominated by giant corporate silos and fiat currencies.
That’s my bet, anyway. Because I see the pendulum swinging away from platforms, and up the stack to new protocols. Union Square Ventures illustrates it this way:

Alas – I can’t provide a link to this post because it now seems to have gone away
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