Get Your Customer Service Act Together

You’re in step with the times and offer customer service through phone, email, Facebook, and Twitter. Someone is monitoring each channel and you have standards for response time. Before you declare your system a success, consider this: are your channels interconnected? Does the person who answers tweets have the same (correct) information to share as…

Time Craigslist Paid Attention to Usabilty

I am a long time fan of Craigslist. When founder Craig Newmark spoke at the 2008 PRSA International Conference in Detroit I cheered when he discussed his focus on usability over eye-candy design. I am starting to wonder what happened to that laser focus. Craigslist is not user-friendly. It’s old-school set up, combined with a…