Replying to App Store Reviews

Matt Gemmell:

As developers with a functional centralised software distribution mechanism, we love to complain about capricious reviews by customers. It’s so unfair, we essentially say. And it no doubt is, but at some point, at least one party has to stop being a teenager – and it won’t be our customers.

Crappy reviews aren’t surprising, even if your software is the best thing ever. I always get a mild feeling of unreality when I (regularly) hear a CrapStore-review complaining session, because people haven’t changed.

His analysis of why people write super-critical things for no apparent reason applies not just to iOS reviews, but also to pretty much every software-related customer service situation ever.

Sometimes the best decision is not to give the people who are saying crazy things about you an audience.

Internet translation: don’t feed the trolls.

Empowering Support for Customer Satisfaction

Earlier this evening, I had the first really frustrating contact with Xbox Support that I can remember in the something like seven years that I have been paying for and using their service. While on the phone with the “supervisor” who told me more than once that I could not take my complaint any higher within the chain, I realized that the problem is one of their apparent processes and the fact that they do not appear to have properly empowered their phone support staff to solve customer issues.

Allow me to explain what happened.

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Happiness Metrics?

(I titled the post that way just to get my coworkers’ attention. It probably worked.)

My son wrote a “book” for me this morning with a story of his own creation. In the back of the book was an opinion poll:

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“The Best People”

This is high praise.

It should be easy to address a problem, …

It should be easy to address a problem, and we should be proactive and have a manager touch each table. People look at that like it’s amazing customer service. No, it’s not. It’s the fricking baseline of customer service. That’s the minimum you can do.

Wayne Prichard, @stlchipotle