Comments on: Making Life Difficult for Customers http://management.curiouscatblog.net/2008/09/27/making-life-difficult-for-customers/ Management Improvement focused on Deming, lean thinking, innovation, customer focus, six sigma, etc. Wed, 08 Feb 2012 14:35:23 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Worst Business Practices: Fees to Pay Your Bills at Curious Cat Investing and Economics Blog http://management.curiouscatblog.net/2008/09/27/making-life-difficult-for-customers/comment-page-1/#comment-36996 Worst Business Practices: Fees to Pay Your Bills at Curious Cat Investing and Economics Blog Thu, 14 Oct 2010 11:04:42 +0000 http://management.curiouscatblog.net/?p=1106#comment-36996 [...] companies (Banks, Verizon, Comcast, credit card insurers, United, car dealers…) continually find new ways to be hostile to customers. It really is amazing people put up with their horrible practices. The latest from the fees to [...] [...] companies (Banks, Verizon, Comcast, credit card insurers, United, car dealers…) continually find new ways to be hostile to customers. It really is amazing people put up with their horrible practices. The latest from the fees to [...]

]]> By: Curious Cat Management Improvement Blog » Worse Hotel Service the More You Pay http://management.curiouscatblog.net/2008/09/27/making-life-difficult-for-customers/comment-page-1/#comment-34571 Curious Cat Management Improvement Blog » Worse Hotel Service the More You Pay Sat, 02 Jan 2010 14:40:05 +0000 http://management.curiouscatblog.net/?p=1106#comment-34571 [...] Making Life Difficult for Customers – Verizon Provides Lousy Service = Dog Bites Man – Is Poor Service the Industry [...] [...] Making Life Difficult for Customers – Verizon Provides Lousy Service = Dog Bites Man – Is Poor Service the Industry [...]

]]> By: Curious Cat Management Improvement Blog » Customer Friendly Terms of Use Language http://management.curiouscatblog.net/2008/09/27/making-life-difficult-for-customers/comment-page-1/#comment-33521 Curious Cat Management Improvement Blog » Customer Friendly Terms of Use Language Thu, 19 Mar 2009 15:23:55 +0000 http://management.curiouscatblog.net/?p=1106#comment-33521 The Aviary web site provides a very nice example of customer focus. They provide the legalese version of the terms of use and then explain what this actually mean in is simple terms... The Aviary web site provides a very nice example of customer focus. They provide the legalese version of the terms of use and then explain what this actually mean in is simple terms…

]]> By: shaun sayers http://management.curiouscatblog.net/2008/09/27/making-life-difficult-for-customers/comment-page-1/#comment-32789 shaun sayers Mon, 29 Sep 2008 13:13:31 +0000 http://management.curiouscatblog.net/?p=1106#comment-32789 Getting the customer interface right is a major challenge. Many companies just have no perception of the cost/benefit equation attached to it. Some can go ridiculously over the top and add all kinds of features that the customer just doesn't appreciate, and sometimes, as your article illustrates, the company inexcusably finds it impossible to put themselves in the customers' shoes, which I believe is real pre-school stuff I've mused about similar things in <a href="http://blog.capablepeople.co.uk/blog/CustomerRelationshipManagement/_archives/2008/2/5/3506508.html">this article</a> Getting the customer interface right is a major challenge. Many companies just have no perception of the cost/benefit equation attached to it. Some can go ridiculously over the top and add all kinds of features that the customer just doesn’t appreciate, and sometimes, as your article illustrates, the company inexcusably finds it impossible to put themselves in the customers’ shoes, which I believe is real pre-school stuff

I’ve mused about similar things in this article

]]> By: Dan http://management.curiouscatblog.net/2008/09/27/making-life-difficult-for-customers/comment-page-1/#comment-32788 Dan Mon, 29 Sep 2008 10:06:41 +0000 http://management.curiouscatblog.net/?p=1106#comment-32788 John, there is nothing that gets my goat more than if I have to download things to play movies or see a special presentation as part of a website. There are so many examples of sites that make this kind of stuff work, that there really is no excuse to make a mess of your technology on the web! There is too much red tape in big organisations and these big organisations are not skimping on their website budget either... I like your vision that one day people will make decisions about technology who actually understand it! Let's hope this happens before big companies make one too many poor choices and collapse. John, there is nothing that gets my goat more than if I have to download things to play movies or see a special presentation as part of a website. There are so many examples of sites that make this kind of stuff work, that there really is no excuse to make a mess of your technology on the web! There is too much red tape in big organisations and these big organisations are not skimping on their website budget either… I like your vision that one day people will make decisions about technology who actually understand it! Let’s hope this happens before big companies make one too many poor choices and collapse.

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