Comments on: Customer Support + Product Registration is my favorite circle of user experience hell http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/ a blog about user experience design Sun, 04 Apr 2010 09:46:24 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-703 Nathan Bowers Mon, 07 Dec 2009 02:49:48 +0000 http://uxhero.com/?p=2048#comment-703 I'm with you on that. Would be good if customer service screens displayed: "This is a first time buyer of our product. They could be worth $X,XXX,XXX to us in the long run. Do what it takes to make them love us so much that they recommend us to everyone." I'm with you on that. Would be good if customer service screens displayed: “This is a first time buyer of our product. They could be worth $X,XXX,XXX to us in the long run. Do what it takes to make them love us so much that they recommend us to everyone.”

]]> By: Ricky McMillen http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-702 Ricky McMillen Sun, 06 Dec 2009 11:35:58 +0000 http://uxhero.com/?p=2048#comment-702 "Nathan has spent $XX,XXX with us and has been a loyal customer for XX years."<br><br>I understand where you are coming from here and know you don't exactly mean this 100% but I think good customer service is displayed whenever companies treat everyone like they have equal value and are the only customer that they deal with.<br><br>I know someone who when they go for a meal to an 'excellent' restaurant occasionally would order the cheapest thing on the menu. If they display the same amount of care, passion and finesse in this dish everything else is sure to be brilliant as well. I really like this way of looking at things. “Nathan has spent $XX,XXX with us and has been a loyal customer for XX years.”

I understand where you are coming from here and know you don't exactly mean this 100% but I think good customer service is displayed whenever companies treat everyone like they have equal value and are the only customer that they deal with.

I know someone who when they go for a meal to an 'excellent' restaurant occasionally would order the cheapest thing on the menu. If they display the same amount of care, passion and finesse in this dish everything else is sure to be brilliant as well. I really like this way of looking at things.

]]> By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-679 Nathan Bowers Fri, 20 Nov 2009 23:31:50 +0000 http://uxhero.com/?p=2048#comment-679 Hell of a war story there. Note how things the bad experience just escalates and spirals out of control. And how long lasting the side effects are. You're still talking about it, and this comment will live forever on the internet. Hell of a war story there. Note how things the bad experience just escalates and spirals out of control. And how long lasting the side effects are. You're still talking about it, and this comment will live forever on the internet.

]]> By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-699 Nathan Bowers Fri, 20 Nov 2009 23:31:50 +0000 http://uxhero.com/?p=2048#comment-699 Hell of a war story there. Note how things the bad experience just escalates and spirals out of control. And how long lasting the side effects are. You're still talking about it, and this comment will live forever on the internet. Hell of a war story there. Note how things the bad experience just escalates and spirals out of control. And how long lasting the side effects are. You're still talking about it, and this comment will live forever on the internet.

]]> By: Denise dS http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-676 Denise dS Fri, 20 Nov 2009 15:41:01 +0000 http://uxhero.com/?p=2048#comment-676 I'll go you one better on bad registrations: A $200 product with a lifetime warranty has no warranty card. The Home Depot folks search, they call the supplier, we're told: no sweat, just log into their website and register. Go home. Log into website. Dig around for warranty process. Find that in addition to the 78-digit code, product info and receipt, you need to cut the UPC bar from the industrial-strength packaging...more like siding than cardboard...and mail it all in. But of course the ever-efficient husband has already recycled the packaging. In the end, after more emails and phone calls, they agree to waive the UPC part. But you know what? I'll do everything I can to never buy a RIDGID tool again. Nice brand-building and customer-centric focus. Great post...Cheers! I'll go you one better on bad registrations: A $200 product with a lifetime warranty has no warranty card. The Home Depot folks search, they call the supplier, we're told: no sweat, just log into their website and register. Go home. Log into website. Dig around for warranty process. Find that in addition to the 78-digit code, product info and receipt, you need to cut the UPC bar from the industrial-strength packaging…more like siding than cardboard…and mail it all in. But of course the ever-efficient husband has already recycled the packaging. In the end, after more emails and phone calls, they agree to waive the UPC part. But you know what? I'll do everything I can to never buy a RIDGID tool again. Nice brand-building and customer-centric focus. Great post…Cheers!

]]> By: Denise dS http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-698 Denise dS Fri, 20 Nov 2009 15:41:01 +0000 http://uxhero.com/?p=2048#comment-698 I'll go you one better on bad registrations: A $200 product with a lifetime warranty has no warranty card. The Home Depot folks search, they call the supplier, we're told: no sweat, just log into their website and register. Go home. Log into website. Dig around for warranty process. Find that in addition to the 78-digit code, product info and receipt, you need to cut the UPC bar from the industrial-strength packaging...more like siding than cardboard...and mail it all in. But of course the ever-efficient husband has already recycled the packaging. In the end, after more emails and phone calls, they agree to waive the UPC part. But you know what? I'll do everything I can to never buy a RIDGID tool again. Nice brand-building and customer-centric focus. Great post...Cheers! I'll go you one better on bad registrations: A $200 product with a lifetime warranty has no warranty card. The Home Depot folks search, they call the supplier, we're told: no sweat, just log into their website and register. Go home. Log into website. Dig around for warranty process. Find that in addition to the 78-digit code, product info and receipt, you need to cut the UPC bar from the industrial-strength packaging…more like siding than cardboard…and mail it all in. But of course the ever-efficient husband has already recycled the packaging. In the end, after more emails and phone calls, they agree to waive the UPC part. But you know what? I'll do everything I can to never buy a RIDGID tool again. Nice brand-building and customer-centric focus. Great post…Cheers!

]]> By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-669 Nathan Bowers Sat, 14 Nov 2009 00:26:53 +0000 http://uxhero.com/?p=2048#comment-669 I like you too. Also a fan of ducks of questionable repute. And awkward disclaimers :-) I like you too. Also a fan of ducks of questionable repute. And awkward disclaimers :-)

]]> By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-697 Nathan Bowers Sat, 14 Nov 2009 00:26:53 +0000 http://uxhero.com/?p=2048#comment-697 I like you too. Also a fan of ducks of questionable repute. And awkward disclaimers :-) I like you too. Also a fan of ducks of questionable repute. And awkward disclaimers :-)

]]> By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-668 Nathan Bowers Sat, 14 Nov 2009 00:25:46 +0000 http://uxhero.com/?p=2048#comment-668 Good points. Also worth noting that if the conversation will happen in the internet's public square whether companies want it or not. Better to engage. Good points. Also worth noting that if the conversation will happen in the internet's public square whether companies want it or not. Better to engage.

]]> By: Nathan Bowers http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-695 Nathan Bowers Sat, 14 Nov 2009 00:25:46 +0000 http://uxhero.com/?p=2048#comment-695 Good points. Also worth noting that the conversation will happen in the internet's public square whether companies want it or not. Better to engage. Good points. Also worth noting that the conversation will happen in the internet's public square whether companies want it or not. Better to engage.

]]> By: havi and her whore duck http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-667 havi and her whore duck Sat, 14 Nov 2009 00:18:03 +0000 http://uxhero.com/?p=2048#comment-667 I like you so much. <br><br>That's probably the worst comment in the world but I have nothing to add to the above statement except this increasingly awkward disclaimer. I like you so much.

That's probably the worst comment in the world but I have nothing to add to the above statement except this increasingly awkward disclaimer.

]]> By: havi and her whore duck http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-696 havi and her whore duck Sat, 14 Nov 2009 00:18:03 +0000 http://uxhero.com/?p=2048#comment-696 I like you so much. <br><br>That's probably the worst comment in the world but I have nothing to add to the above statement except this increasingly awkward disclaimer. I like you so much.

That's probably the worst comment in the world but I have nothing to add to the above statement except this increasingly awkward disclaimer.

]]> By: Chris Ballance http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-662 Chris Ballance Thu, 12 Nov 2009 01:25:19 +0000 http://uxhero.com/?p=2048#comment-662 Long ago, in a galaxy far, far away almost all business was local. When rapid growth and globalization reduced customers to mere numbers in some behemoth database, we committed the ultimate sin of not knowing our customers. Technological advances have provided us with the data and tools to resurrect this bygone area of a warm transactional space. A place where the vendor knows their customer by first name and treats them accordingly. Long ago, in a galaxy far, far away almost all business was local. When rapid growth and globalization reduced customers to mere numbers in some behemoth database, we committed the ultimate sin of not knowing our customers. Technological advances have provided us with the data and tools to resurrect this bygone area of a warm transactional space. A place where the vendor knows their customer by first name and treats them accordingly.

]]> By: Chris Ballance http://uxhero.com/ux-theory/customer-support-product-registration-is-my-favorite-circle-of-user-experience-hell/#comment-694 Chris Ballance Thu, 12 Nov 2009 01:25:19 +0000 http://uxhero.com/?p=2048#comment-694 Long ago, in a galaxy far, far away almost all business was local. When rapid growth and globalization reduced customers to mere numbers in some behemoth database, we committed the ultimate sin of not knowing our customers. Technological advances have provided us with the data and tools to resurrect this bygone area of a warm transactional space. A place where the vendor knows their customer by first name and treats them accordingly. Long ago, in a galaxy far, far away almost all business was local. When rapid growth and globalization reduced customers to mere numbers in some behemoth database, we committed the ultimate sin of not knowing our customers. Technological advances have provided us with the data and tools to resurrect this bygone area of a warm transactional space. A place where the vendor knows their customer by first name and treats them accordingly.

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