henry sztul

I really love Jamie’s idea here about customer surveys and interactions.  What he proposes is totally possible with current technology AND seems to have a very clear path to profitability…

siminoff:

I have written a few posts (here and here) in the last few months about my gripes with company surveys.  Beyond just customers surveys I have started to broaden my thinking around overall customer interaction with a company.

Just the other day I got an email from Jetblue after my flight “from the CEO” but in reality it was at one of those no-reply emails asking me how my flight was.  It had a link to a survey and another link to customer service if I had issues I wanted dealt with immediately.

I think it would be pretty simple to create a automated process that allows for free form emails to be written to the company.  Instead of all of these links and complex survey questions just allow me to say, “it was great” or “it sucked because the staff was mean”.

For simple things the automated system could pick them up and place them in the correct buckets.  For exceptions, they could be kicked out and shown to a human for determination of which queue to send them to or what rating they gave.

Doing free form would greatly increase the number of people that respond.  Also by reducing friction I think it would also increase the relevance of the responses.  Additionally there are other interactions that between customer and company would foster out of the use of free form responses, making interaction a lot more fulfilling.

Currently at PhoneTag we only talk to our customers in this way, the one thing we are missing is the automated part as all of the responses are looked at by our team.  By handling the interaction this way see issues very fast and constantly have a real time temperature of customer satisfaction.

Just one more thing that if I had some more time I would build and launch…

Last night was an experience of a generation.  Never before have I seen or felt the electricity that struck at a little after 11pm est last night.  At first we heard yelps from outside, individuals cheering.  Quickly yelps turned into children running through the streets.  Thats right, when could you ever have said that in my lifetime (almost 30 years)?

There were children running through the streets excited about our new president.  Later we heard what sounded like crowds cheering.  And even people riding on top of cars, honking horns, driving down West End Avenue.  It was truely remakable!

So now maybe, just maybe, ther can be some sort of redemption or vindication for the last 8 years of failed policy and failed diplomacy.

disclaimer: the city was THAT excited once that I can remember but that was when the Rangers won the Stanley Cup in 1994.  Sporting events dont count.

I introduce you to the “new” henrysztul.info!

What’s new?

• An adjusted theme!  Dark background, bright text…
• Tags are displayed at the bottom of each post.  Clicking a tag will bring you to all posts with that tag…
• A search bar is now located in the side bar.  You can now search through all my posts… mostly helpful for me to find stuff…

And my favorite:

• A favicon is now visible in your address bar! (thats that little image on the left side of the address bar)

Leave me a comment and let me know what you think!