A story A while back my Google Apps email broke. I could still send and receive email through the web interface but all application-specific passwords were not functioning. I spent most of a Monday trying various steps. Nothing worked. I remembered that Google offers phone… Continue reading →
We so quickly forget that people, especially children, will not willingly do what we teach them unless they are shown the joys of doing so. Frank Chimero — The Shape of Design.
Someone put this sticker outside the door to PIE. I like it.
When we focus on our perfect customers and make sure they’re completely blown away from start to finish, it’s true that it generates grateful customers who love you through thick and thin, and cheerleaders bearing testimonials. But what happens when you improve the experience on the other… Continue reading →
I spent August 4th through the 11th in St. Louis with the rest of the Happiness Team at Automattic. We had a great time, got a lot of good things done, and enjoyed a couple Cardinals games against the Brewers. After that it was off… Continue reading →
The Customer Service Happiness Manifesto. John O’Nolan writes about how to approach customer service. Some terrific advice and details on how to communicate with and cultivate happy users.
Had an absolute blast with the rest of the Happiness team during our week in Vienna. Got a lot of work done but had quite a bit of fun as well.
Smiley goes public: Now everyone can see how our customers feel about our customer support. 37signals now lets everyone see the 100 most recent ratings of support interactions. Really like the way it’s labeled the “Happiness Report.”
What we talk about when we talk about happiness. Our memory of happiness is determined by how we feel at the peak and the end of an experience. We should take the time to consider the broader implications happy experiences hold in our lives.