BETWEEN HEAVEN AND EARTH, AN AIRLINE TICKET GONE AWRY

From New York Times, By David Segal

Apparently even United Airlines has the uncanny ability to test the patience of a monk! It’s hard to believe United’s CRM system and procedures are so rudimentary resulting in such an awful customer experience!

Comcast customer spends four hours cancelling his account

From Techcrunch, By John Biggs

Not a good start to 2015 for comcast when customer spends four hours on phone trying to cancel his service. Rotten customer service training, unacceptable processes and procedures, crappy product portfolio and pricing strategy, and a futile customer retention strategy. When will big companies ever learn?

HOW THIS COMPANY MADE ITS CUSTOMER SUPPORT 'MORE HUMAN'

From Entrepreneur, By Jonathan Blum

Fitocracy, a New York-based online fitness platform, had to solve a tough business problem: how to provide “more human” customer support when its community of 1.5 million users were interested in working with one of its roughly 100 personal fitness trainers.

UBER THREATENS A FEMALE JOURNALIST

From DailyTech, By Jason Mick

Uber definitely made a major fail on this one after its senior executive, Emil Michael, made a repulsive remark in reaction to a report that his company is sexist. When news about Uber drivers’ sexual and physical assaults on its passengers came out, its PR team released statements to discredit the victims’ accounts with gender discriminating comments such as being “drunk” and “provocatively dressed” which may have led to the assaults. Michael singles out female journalist Sarah Lacy, author and editor at PandoDaily, that he will have her and her family stalked and harassed if she continues to criticize Uber.