The Case of the Missing Wordle

Disaster struck a few weeks back. After 291 days straight, my Wordle victory streak crashed and burned. I should say, the computer thought it ended. I got another day’s word correct, but my account was marked as if I’d missed it. Talk about a genuine crisis.

T-Mobile's Hard Work to Lose a Customer

T-Mobile managed to do what a massive rebrand and years of advertising couldn’t do. They’ve managed to make the thought of dealing with my cable company, Spectrum, seem appealing.

How to (Not) Save 24 Hours with Cell Phone Customer Service

I sometimes wonder how we get anything done at all. Usually, I wonder that while sitting on hold with customer service. I especially find myself wondering that when said customer service has to do with cellular service. I was wondering that today.

I Want Five Stars to Mean Five Stars

Something Has Gone Wrong with the Modern Customer Service Survey

Something a bit more lighthearted: my musings on the oddity of customer satisfaction surveys that dock employees for anything less than perfect scores. Do such policies bug anyone else?

It was an innocent — even endearing — touch when I received a delivery today. The delivery person left a sticker on the bag thanking me for my patronage. The sticker depicted five stars, a not too subtle hint at his desire for a five star review. And he deserved it — the items came quickly and correctly and in perfect condition. But, it got me thinking about how weird our view of customer service surveys has become.