The This is Broken Blog has been around for a few years, but I have only just come across it as a result of seeing the short speech by Seth Godin at the 2006 Good Experience Live Conference (GEL 2006). In this speech Seth explores some real life examples of customer experience and how businesses do things to break the customer relationship.
As well as being a really entertaining speech, it certainly made me think about what I might be doing to damage customer relationships - The video is about 20 minutes - but it might save you thousands of dollars.
Seth Godin at Gel 2006 (Good Experience Live Conference)
Incidentally if you want to see other speeches from GEL 2006 (or 2005 or EuroGEL 2006) you can find them all on the GEL Web site
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Saturday, April 14, 2007
Seth Godin explains This is Broken
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3 Comments:
Wonderful video of Seth - very informative and a great find!
Great blog - loved the tip on using "slideshow" for photos - thanks!
Caroline
Great video. I live in Vancouver and have seen the dog park sign near Deep Cove. Very cool.
Here's an example of broken that I came across recently in my own travels:
When returning a car rental recently, I was billed a full day for less than 2 hours usage.
On the invoice, they listed their hourly rate as 1/2 the daily rate. So what would have happened if I had kept the car for 3 hours? Would I have paid 1.5 times the regular day rate, or would they have changed the hourly rate to 1/3 day?
Broken on purpose.
Paul
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