Entries by Craig

I lost my Kindle and missed a flight, but still had a good experience as Air Canada and USAir collaborated to provide extraordinary customer service

Net:  On a recent day trip to Toronto which could have been “travel hell,” several USAir and Air Canada employees worked together to get me there and back painlessly.  Air Canada’s Connie Hughes went the extra mile to help me look for a lost Kindle.  These businesses should make it easy to tell their CEO’s […]

Customer service disaster non-recovery; Kimpton’s Hotel Monaco doesn’t get Web 2.0, earns first CHU “Un-recommends”

Net: Despite the fact that user generated ratings and reviews have been a mainstay of the internet since at least 1999, many large businesses fail to provide an easy way for customers to provide feedback and do not monitor and respond to customer comments on the Web.  I recently experienced this first hand from the […]

Web 2.0 ROI Must Read: EMC|ONE White Paper

Net: In 2007 EMC launched an initiative to develop a social media technology strategy because the company decided they should develop “social media proficiency” as a competitive advantage in their industry.  Despite the fact that the initiative did not have a specific financial return requirement, Chuch Hollis, the EMC executive who lead the development of […]

I really don’t care what you had for breakfast – how social sub-network tagging can end irrelevance on Facebook, Twitter, etc.

Net: Facebook and Twitter updates are becoming increasingly irrelevant and brand diminishing as users broadcast information to their entire networks that are of interest to only some of their friends and followers. A relevance increasing solution could be the ability to selectively send and receive updates using social sub-network tagging. I have written before about […]

Public servants deliver great customer service

Friday night, Myles and I arrived at our ski house around 10 PM.  This was several hours later than our usual arrival time as his third grade basketball team had the honor of playing during the half time of the Brookline vs. Wellesley High School game.    The good news was that leaving at 8 meant […]