Amazon did me dirty

I want a second monitor, one that is light and portable. This weekend I did some research and identified a few possible solutions. Also I did some price comparison on Amazon but didn't buy. Then this happen yesterday...

Thought: This reminds me of how difficult it to keep quality customer service as a company scales and grows. Process and procedures start to rule decisions vs doing whats right for the customer. That is customer support reps become company advocates instead of customer advocates. It's about the value of completing the customer experience and if the customer is right, own up to it and make it right. The balance of processes and employee empowerment play a key role in maintaining quality support.  I hope Amazon starts practicing what they write on all support emails "Your feedback is helping us build Earth's Most Customer-Centric Company."

I’ve fallen in love with SquareSpace

I love SquareSpace. It’s the most complete ‘company’ I’ve ever interacted with: starting with how I found them to learning about their solution to starting a product trial to becoming a paying customer to being a happy active user.  

One of the main requirements for the Bolt Capital website was a 'for dummies' system that I could easily manageI learned about SquareSpace from a photography website called FroKnowsPhoto.  Jarid Polin aka The Fro recommended the solution.  I reviewed SquareSpace.com and quickly got the feeling they were talking to me, so I took the plunge for a 14-day trial.

The product is so intuitive and easy to use. I mean really really easy. I had a website designed with an hour, even with a custom logo thanks to their logo generator. They have taken a 'true' design philosophy to the product. While there is a ‘template’ framework, they kept it flexible so each customer can have their own unique design. You can make your site not feel like the others.

Next I got addicted.  I started sampling with the design template inventory, which allows changing an entire site's look and feel with a few clicks. I created new page after page in minutes to play with ideas, layouts, graphics and so on. To top it off, all the templates are designed to run on mobile devices. Awesome!

Finally there is support. I’ve had a few questions along the way and every time I got an answer back within an hour. Not only that, one answer provided me with a video showing how to solve my problem and another was answered by creating a sample page for me in my website admin console.  Absolutely rockstar customer service.

I also mention SqaureSpace at some point during my work day. My experience has been that amazing that I refer to them on how it should be done. Hats off to the team at SquareSpace. Great product, fantastic support! . 

Update: I came across an interview by Google Ventures of SquareSpace CEO Anthony Casalena. Listen to minute 17 about customer service.