Dropbox got hacked a while back. So the company emailed affected users — and hid the news. Burying the lede* is counterproductive; it just makes people work harder to find out the truth. Good writers get to the bad news quickly and frankly, then move on. Here’s what happened: In 2012, somebody stole 68 million Dropbox usernames and…
All brands and businesses make promises. They promise low prices, fast service, or no hassles. Sometimes they fail to deliver on those promises. Customer service failure is about broken promises. When people get upset, it’s not because products or services are objectively bad. They get upset because of broken promises. Parents who buy their kids a $3.99…
When you read about corporate transformations, be wary. Reporters love to tell these stories, because they humanize companies. We love to read them. But they’re stories, which is not the same thing as truth. Take this article about about how Comcast is transforming its customer experience, “Comcast Knows How Much You Hate Them,” by Richard Rys, in…