Comments on: A Few Weeks In The Rearview Window http://www.surphace.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/ Connecting the Conversation Fri, 06 Nov 2009 04:00:34 +0000 http://wordpress.org/?v=2.8.5 hourly 1 By: Jason http://www.surphace.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/comment-page-1/#comment-2874 Jason Sat, 06 Sep 2008 22:07:35 +0000 http://www.sphere.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/#comment-2874 AOL has a horrible reputation that they have gained by being the only easy internet service provider available, and showed that by demonstrating that they did not need to care about customer service. The decision to focus on technical service at the expense of customer service has left a bitter legacy for many former AOL customers. I'm glad that your company has had a temporary spike of attention. However, how do you deal with the backlash from the perception that AOL previously has alienated many of its customers? By not addressing "Customer Service," your company's public affairs memo may be the explanation of the -50 person drop in site visits. People love increased service, including myself, and I would love to sign up with you. But not at the expense of going through AOL's customer service procedures once again. It would be like trying to work through Windows ME because they have a new file search function. It is not worth the potential hassle. Best of luck. I mean it, because I think you and AOL need it. AOL has a horrible reputation that they have gained by being the only easy internet service provider available, and showed that by demonstrating that they did not need to care about customer service. The decision to focus on technical service at the expense of customer service has left a bitter legacy for many former AOL customers.

I’m glad that your company has had a temporary spike of attention. However, how do you deal with the backlash from the perception that AOL previously has alienated many of its customers? By not addressing “Customer Service,” your company’s public affairs memo may be the explanation of the -50 person drop in site visits. People love increased service, including myself, and I would love to sign up with you. But not at the expense of going through AOL’s customer service procedures once again. It would be like trying to work through Windows ME because they have a new file search function. It is not worth the potential hassle.
Best of luck. I mean it, because I think you and AOL need it.

]]> By: David H. Deans http://www.surphace.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/comment-page-1/#comment-1406 David H. Deans Sun, 11 May 2008 17:26:19 +0000 http://www.sphere.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/#comment-1406 I forgot to mention, I'm a longtime member of the BlogBurst network, so I'm somewhat familiar with a co-marketing syndication and affiliation model http://www.blogburst.com I forgot to mention, I’m a longtime member of the BlogBurst network, so I’m somewhat familiar with a co-marketing syndication and affiliation model
http://www.blogburst.com

]]> By: David H. Deans http://www.surphace.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/comment-page-1/#comment-1405 David H. Deans Sun, 11 May 2008 17:20:54 +0000 http://www.sphere.com/blog/2008/05/06/a-few-weeks-in-the-rearview-window/#comment-1405 OK, so I get the part about how Sphere provides contextually relevant content, but I'm not clear on the "what's in it for me" (as an independent blogger). By utilizing your widget I essentially send me readers off my site -- that's the value prop? OK, so I get the part about how Sphere provides contextually relevant content, but I’m not clear on the “what’s in it for me” (as an independent blogger).

By utilizing your widget I essentially send me readers off my site — that’s the value prop?

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