One of the Blogs I consistently find thought provoking and entertaining to read is Creating Passionate Users.She has two recent postings that certainly resonated with me.
The first includes a "little unofficial guide to creating passionate users for those working in Big Companies." I think I’ll print it out and post it on my wall at work.I found it inspiring. The posting especially works for me because I work in a company that really does care about our users and it takes individuals to make that happen.
The second post is titled " The worst way to calm someone down." I recently called a credit card company that makes lots of money off college students. They give a student a credit card with a $500 limit. Then they make it very easy for the student to go over the credit limit by $10. Finally they charge a $35 fee for going over the credit limit. Now don’t get me wrong I know that it is the student’s job to stay under their credit limit but it bugs me that this is is so damn lucrative for this credit card company (CitiBank). One of the reasons these companies offer so many credit cards to students is that they can bilk them out of so much money.
When I called Citibank to complain I experienced exactly what the Creating passionate Users blog describes. The person was maddeningly calm and uninterested. She made it very clear that our business was totally unimportant to Citibank and that she could care less. If she had mirrored my outrage just a little bit or even just acknowledged it I might not have been quite so inclined to stop doing business with CitiBank at all. She was totally in the right but boy oh boy did she make me angry. I walked away being absolutely clear that they could care less about my business. Oh well…..