June 22, 2007
What An Ugly Way to Use Email From our friend Andy Sernovitz comes this tale of horror about how Vonage is using viral email. Talk about creating NEGATIVE word of mouth. Yikes! This qualifies Vonage for my customer service Hall of Shame with Verizon, United Airlines, WebEx, and FedEx/Kinko’s. Thanks to my colleague Margaret Farmakis for the inspired headline.
November 14, 2005
A Typepad User, and Proud of It SixApart showed huge corporate courage today when they emailed their entire blog user base, apologized (for the second or third time) for service interruptions the past month, then announced a cash remedy. As a default, they’re giving everyone half a month of service for free. This is obviously a huge hit to the company financially and probably more of a gesture than anyone expected. But better than that, they allowed users to click through to their web site and automatically get a full month for free — or a month and a half […]