Christopher Cummings raises a good point about customer experience: Since goof-ups and accidents are inevitable, you'd better think about how you handle apologies. There's nothing more annoying than the non-apology, which are endemic in both politics and business. (To feast on a smorgasbord of non-apologies, listen to the "Apologies of the Week" segment of Harry Shearer's weekly podcast, Le Show.)
« Back from a break | Main | The widget test of non-value »
11/02/2009
TrackBack
TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d83452ec9a69e20120a64b57d9970b
Listed below are links to weblogs that reference I'm sorry...Not!:
Verify your Comment
Previewing your Comment
This is only a preview. Your comment has not yet been posted.
Your comment could not be posted. Error type:
Your comment has been posted. Post another comment
As a final step before posting your comment, enter the letters and numbers you see in the image below. This prevents automated programs from posting comments.
Having trouble reading this image? View an alternate.
About the Heretech
- Tom Grant is a senior analyst at Forrester Research. You can e-mail him at tgrant@forrester.com, or reach him via Twitter at TomGrantForr. All opinions expressed here are my own, and not necessarily those of my employer, Forrester Research.
Categories
- Adobe
- Adoption
- Agile
- Apple
- Augmented reality
- Best practices
- Blogs
- Business models
- Buyer behavior
- Buying behavior
- Cisco
- Cloud computing
- Collaboration
- Competitive analysis
- CRM
- Customer experience
- Customers
- Customization
- Development
- Economy
- Emerging markets
- ERP
- Events
- Forrester
- Games
- Government
- Implementation
- Innovation
- Java
- Lean
- Marketing
- Microsoft
- Mobile
- Not-so-serious gaming
- Off-topic
- Open house
- Open source
- Oracle
- P-Camp
- Platforms
- Podcast
- Politics
- PowerPoint
- Product design
- Product lifecycle
- Product management
- Product marketing
- Product strategy
- Productivity tools
- Publishing
- QA
- Requirements
- Research
- Roadmaps
- SaaS
- SAP
- Search
- Security
- SMBs
- Social media
- Standards
- Success stories
- Survey
- Technology industry
- This blog
- Tools
- Usability
- Use cases
- User experience
- Workshops
- Yahoo
Heretech podcast reviews
- Gottesdiener, The Software Requirements Memory Jogger
- Haines, The Product Manager's Desk Reference
- Herman, Wargaming for Leaders
- Hohmann, Beyond Software Architecture
- Nonaka and Takeuchi, The Knowledge-Creating Company
- Popper, The Logic of Scientific Discovery
- ReadWriteWeb series on book publishing
- Schuh, Integrating Agile Development In The Real World
- Taylor and Schroeder, Inside Intuit
- The Cranky Product Manager blog
- The Tyner Blain blog
- Witnesses (movie)
- Womack, Jones, and Roos,The Machine That Changed The World
- Yes, Minister (TV series)
Heretech podcast
- A weekly podcast about the technology industry, with a special emphasis on product management and product marketing. See the FEEDS section for the links to the podcast.
Heretech blogroll
- Agile PM blog
- All About Product Management
- B2B Marketing POSTs
- Cranky Product Manager
- Forrester's product management blog
- B2B Beyond Borders
- How To Be A Good Product Manager
- On Product Management
- Outside-In View
- Product Management And Popular Culture
- Product Management Insights
- Product Management Tips
- Product Management View
- ProductMarketing.com
- Productologist
- Purist Product Management
- Strategic heading
- TechUX
- The Accidental Product Manager
- Thoughts On Product Management
- Tyner Blain
- Write That Down!
So you want to learn about heresy...
C. V. Wedgwood: The Thirty Years War (New York Review Books Classics)
Edward Gibbon: The Decline and Fall of the Roman Empire: Volumes 1-3 (Everyman's Library)
Richard S. Dunn: The Age of Religious Wars, 1559-1715 (Norton History of Modern Europe)
Stephen O'Shea: The Perfect Heresy: The Life and Death of the Cathars
Comments