She’s ALIVE!

 

Customer service that is…
Did you just fall off your chair? Send me the Emergency Room bill… (please don’t really… I’m broke…). Not sure there is a provision in your policy for “Blog Reading Induced Trauma”…

Let me tell you my little fairytale of great customer service thanks to a damsel named Jacqueline (let’s call her Jacky..). As many of you coming got my blog might has seen, I have a “widget” on my site called LIJIT… It’s allows users to search on everything DEW. You can my TWITTERS, my LinkedIn, and everything in between…

YAY! Search to your heart’s content… (not much to find out)

A few days ago, I deleted the widget off my blog… I didn’t see the value… Not mad about it. I thought the technology was cool, but it just took up space. WELL… a few hours ago I get an email from Jacky:

Daniel,

Hello and good afternoon. I want to begin by telling you that I really like your caption under your blog title, “Adversity causes some me to break; others to break records.” Truly inspiring!

I am writing you today on behalf of Lijit in order to ask you why you made the decision to remove the Lijit search application from your blog? As a growing company, it is almost more important to understand why our users uninstall than why they install in the first place. Any feedback that you can provide me with would be most helpful in order to understand how to better serve our users. Personally, I feel that adding the Lijit search application will only add value to your blog.

Please feel free to contact me directly with any questions, comments, and or concerns you may have. Also, be sure to let me know what I can do in order to help you reinstall. Lijit wants to be an advocate for you, the publisher, and provide as much value possible with our search widget.

Thank you and I look forward to speaking with you in the near future. I hope you are having a wonderful afternoon!

Jacqueline Malan
Community Catalyst

lijit networks, inc.
1050 Walnut St., Suite 340
Boulder, CO 80302

303.493.5490 x472 direct
303.493.5495 fax
www.lijit.com

To which I replied:

Jacqueline,

WOW! What an impressive email. I feel well taken care of. Long story short. I don’t really know how to use it properly…

DEW

To which she replied:

Daniel,

Good afternoon! Thank you for your email.

I wanted to tell you that you can go to our Lijit homepage. We have a help section that provides information about Lijit and how to get the most value out of your search widget. You can also try our widget on our company blog.

Please let me know if this helps you understand Lijit and our value more clearly.

Thank you,

Jacqueline

Thank you, Jacky for giving me hope in humanity:

  • A hope that not every support person in the world is dialing in to me from India…
  • A hope that I don’t need to threaten suicide bombing to return my unsupported purchases…
  • A hope that someone cares enough about their product to care when I turn them off…

Kudos, Jacky! You have given me something to write about and more importantly a classic example of what great service feels like. THANKS!

———-
(By the way, I am believer in Brad Feld investments… My brother has partnered with him on the EventVue Web 2.0 startup that is changing the social aspects of conferences all over the world…)

0 Replies to “She’s ALIVE!”

  1. yeah, those lijit guys are really cool. the thing I like about the lijit wijit is that it displays my most frequent searches to visitors of my blog. usually those searches are an approximation of my expertise and are enticing enough to get a click from me that I wouldn't have otherwise done.

  2. yeah, those lijit guys are really cool. the thing I like about the lijit wijit is that it displays my most frequent searches to visitors of my blog. usually those searches are an approximation of my expertise and are enticing enough to get a click from me that I wouldn't have otherwise done.

  3. yeah, those lijit guys are really cool. the thing I like about the lijit wijit is that it displays my most frequent searches to visitors of my blog. usually those searches are an approximation of my expertise and are enticing enough to get a click from me that I wouldn't have otherwise done.

  4. Customer service is great, but what information are they gathering about the site they are installed on, and are the publishers choosing to install getting the straight story on this? We at P.U.B. consider the safety of the information any app or widgets may be gathering, unbeknownst to the unwitting Publisher who installs them.

    P.U.B. [Publishers Union of Bloggers] has pending inquires to Widget Providers concerning how they generate their income and what percentage of this income goes to the Blog Publisher making the critical decision to allow a Widget on their site for their readers. In addition we are requesting transparency on the critical issue of how the private statistic from Publishers Blogs are being used, hopefully with the Publisher’s permission!

    P.U.B. expects to heard back from Lijit on these financial and private statistics issues from P.U.B’s inquiry we sent to Lijit in mid April 2008. When we do we will let great Blog Publishers like you know their deal. Currently we are also working with Blog Publishers to track performance hit evaluations of Widgets too. Let us know if you have any follow up on any of these important issues for the blog community.

    Will publish these results to keep the community of Blog Publishers informed on this critical component of Widgets on our Blogs.

    Sincerely,

    Barney Moran for P.U.B.

  5. Customer service is great, but what information are they gathering about the site they are installed on, and are the publishers choosing to install getting the straight story on this? We at P.U.B. consider the safety of the information any app or widgets may be gathering, unbeknownst to the unwitting Publisher who installs them.

    P.U.B. [Publishers Union of Bloggers] has pending inquires to Widget Providers concerning how they generate their income and what percentage of this income goes to the Blog Publisher making the critical decision to allow a Widget on their site for their readers. In addition we are requesting transparency on the critical issue of how the private statistic from Publishers Blogs are being used, hopefully with the Publisher’s permission!

    P.U.B. expects to heard back from Lijit on these financial and private statistics issues from P.U.B’s inquiry we sent to Lijit in mid April 2008. When we do we will let great Blog Publishers like you know their deal. Currently we are also working with Blog Publishers to track performance hit evaluations of Widgets too. Let us know if you have any follow up on any of these important issues for the blog community.

    Will publish these results to keep the community of Blog Publishers informed on this critical component of Widgets on our Blogs.

    Sincerely,

    Barney Moran for P.U.B.

  6. Customer service is great, but what information are they gathering about the site they are installed on, and are the publishers choosing to install getting the straight story on this? We at P.U.B. consider the safety of the information any app or widgets may be gathering, unbeknownst to the unwitting Publisher who installs them.

    P.U.B. [Publishers Union of Bloggers] has pending inquires to Widget Providers concerning how they generate their income and what percentage of this income goes to the Blog Publisher making the critical decision to allow a Widget on their site for their readers. In addition we are requesting transparency on the critical issue of how the private statistic from Publishers Blogs are being used, hopefully with the Publisher’s permission!

    P.U.B. expects to heard back from Lijit on these financial and private statistics issues from P.U.B’s inquiry we sent to Lijit in mid April 2008. When we do we will let great Blog Publishers like you know their deal. Currently we are also working with Blog Publishers to track performance hit evaluations of Widgets too. Let us know if you have any follow up on any of these important issues for the blog community.

    Will publish these results to keep the community of Blog Publishers informed on this critical component of Widgets on our Blogs.

    Sincerely,

    Barney Moran for P.U.B.

  7. Daniel,Thank you for your kind post.I too appreciate a personal touch. Unfortunately, not enough businesses provide such services in today's world. Here at Lijit, we believe that having a personal connection with our users is most important. Understanding our users, allows us to continue to create value with our search widget. This contributes to the success of our company and those who use our application.Thank you again and I hope you are having a wonderful day!Best,Jacqueline Nicole Malan

  8. Daniel,Thank you for your kind post.I too appreciate a personal touch. Unfortunately, not enough businesses provide such services in today's world. Here at Lijit, we believe that having a personal connection with our users is most important. Understanding our users, allows us to continue to create value with our search widget. This contributes to the success of our company and those who use our application.Thank you again and I hope you are having a wonderful day!Best,Jacqueline Nicole Malan

  9. Daniel,Thank you for your kind post.I too appreciate a personal touch. Unfortunately, not enough businesses provide such services in today's world. Here at Lijit, we believe that having a personal connection with our users is most important. Understanding our users, allows us to continue to create value with our search widget. This contributes to the success of our company and those who use our application.Thank you again and I hope you are having a wonderful day!Best,Jacqueline Nicole Malan

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