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Satisfy Me

Working on Customer & Partner Satisfaction at Microsoft

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Satisfy Me is the personal blog of
M3 Sweatt, who works on customer
and partner satisfaction with the
product groups at Microsoft.

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Hearing the voice of the customer: learning how to listen and respond
Before we prepared lunch for the kids yesterday, I was forwarded an article from Advertising Age this week, A Digital Conference With Some Humility: Day 2 . In it, editor Matthew Creamer highlighted some of the action at the recent Ad Age Digital Marketing Read More...

Posted Sunday, March 23, 2008 10:23 AM by mthree | 1 Comments

Dell's CIO on improving customer service
Don Tennant of ComputerWorld has an interview this week with Steve Schuckenbrock of Dell Computer in his article, Q&A: Dell exec addresses service woes in run-up to IT-as-a-service launch . Tennant caught up with Schuckenbrock, the president of their Read More...

Posted Saturday, March 15, 2008 2:17 PM by mthree | 1 Comments

Get some satisfaction: article notes that "complaints can pay off with several basic steps"
NJ.com (The Times site) has an article this week, How to Get Some Satisfaction Customer complaints can pay off with several basic steps by Greg Saitz... "It's likely almost every adult resident of New Jersey has felt stepped on and ripped off, insulted Read More...

Posted Thursday, March 13, 2008 9:50 PM by mthree | 2 Comments

Online search, ChaCha and customer service: there's always room for improvement and innovation
In the article "The Future of Customer Service" on msnbc.com (from - Entrepreneur.com), writer Sarah Pierce looks at the impact of the Internet and now-ubiquitous mobile technology on consumer expectations of customer service. We've come a long way in Read More...

Posted Saturday, February 16, 2008 9:52 AM by mthree | 2 Comments

"You got to know when to hold 'em..." and what to fold into great customer service systems
With a tip of the hat to Kenny Rogers 1979 hit , of interest is this article a friend shared with me this week, When to Walk Away from a Deal in the Harvard Business Review (below is a brief summary of the article on BNET.com) by Geoffrey Cullinan, Jean-Marc Read More...

Posted Wednesday, February 13, 2008 8:42 AM by mthree | 0 Comments

$2 per month and other reasons why I'm leaving Blockbuster for Netflix
Thinking about a great last-minute gift that doesn't require going to the mall or waiting for the FedEx driver to find your house? Give a subscription to a DVD-by-mail service. Better, give a Netflix subscription. This from a for-the -moment Blockbuster Read More...

Posted Saturday, December 22, 2007 2:48 PM by mthree | 4 Comments

Article: Holiday customer service from the service workers point of view
This weekend finds an article by Nicole Tsong in the Seattle Times, Help them help you: Service workers offer some "counter intelligence." It offers views of outrageous customer behavior during holiday shopping from the viewpoint of the people "who work Read More...

Posted Sunday, December 09, 2007 9:38 AM by mthree | 3 Comments

Bringo, GetHuman offer ways to avoid phone tree hell
"Thank you for reading our blog today. Your visit is VERY important to us. Please select from the following options. Please make sure you read through to the entire menu because our options have recently changed." OK, not really. All options are still Read More...

Posted Saturday, December 01, 2007 9:16 AM by mthree | 2 Comments

Slate: how to get a refund on Amazon and other helpful customer service info
Back from a long weekend of Thanksgiving merry making and Black Friday weekend shopping... Leave it to a new article on Slate.com to help me get a refund when I see the price drop on that new widget or whachamacallit that I just purchased on Amazon... Read More...

Posted Tuesday, November 27, 2007 8:31 AM by mthree | 1 Comments

What does Halloween have to do with Customer Service and Satisfaction? Quite a bit actually...
As I mentioned previously , our taller son decided on dressing as Master Chief from Halo for Halloween, with his younger brother adopting the persona of a Pokemon Ranger . And, as luck would have it, both costumes were made from scratch, as neither are Read More...

Posted Wednesday, October 31, 2007 8:40 PM by mthree | 7 Comments

Sometimes, you should fire your customer
It has been a good but busy week (complain, complain) between work and home. One evening I returned a purchase at a local big box store, without a problem -- the clerk was friendly, helpful and fast. Whilst in line, I overheard a discussion (it was difficult Read More...

Posted Friday, October 26, 2007 8:05 PM by mthree | 1 Comments

Poor Customer Service Ethics is more than just Outsourcing, it's a lack of understanding the customer's needs
In the last issue of BusinessWeek there is an article on "The Ethics of Outsourcing Customer Service " by Bruce Weinstein . "It's a familiar scenario: A product you purchased recently has developed a problem, so you call the company's toll-free number Read More...

Posted Saturday, September 29, 2007 8:01 PM by mthree | 2 Comments

Customer support representatives: the job, not-so-easy
Earlier this summer, Jason Daley wrote in Popular Science (June 2007 issues) about the Worst Jobs in Science 2007 , noting that worst job #6 was that of a Microsoft Security Grunt . "Teams of Microsoft Security Response Center employees toil 365 days Read More...

Posted Friday, September 07, 2007 8:17 PM by mthree | 0 Comments

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New study out from Ken Blanchard on customer service, which is really everyone's job
I have a couple of quotes that I hang on my office cork board, one of which is this one from the customer service guru, Ken Blanchard : "Customer service should not be a department, customer service is everyone's job." Customer service is everyone's job. Read More...

Posted Wednesday, August 29, 2007 9:09 PM by mthree | 2 Comments

Xbox 360 repairs are complete: our first unit comes home
It's returned home. Our Xbox 360 that suffered from a severe case of the dreaded three red flashing lights arrived on Friday and is now up and running. Well, not exactly the same Xbox 360: we were informed that the unit we received was a replacement unit, Read More...

Posted Sunday, August 19, 2007 1:10 AM by mthree | 2 Comments

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