Readers – I think a side benefit of writing a service and support blog is having a platform to hold really poor service up for ridicule…right? We’ll get right back […]
Archives for February 2011
Identifying the "bright spots"
Change is hard. It’s tough to change our behaviors: to eat less or read more. We’ve failed before, so we put up barriers to future attempts at change. I just […]
How Self-Service Fails
Often, the first step in making something work really well is to figure out how it can fail…and then making sure it doesn’t. In the case of self-service, most studies show […]