THE PENDING DRAFT

Turn Unhappy Customers Into Brand Promoters

June 9, 2015

Supporting people who complain about your product can be hard. In my (short) time in retail I had quite a bit of experiences with clients who where unhappy for various reasons. One thing I learned is that a complaint is not just “not a bad thing”, it’s actually the best thing that can happen to you. People who complain to you directly are actively giving you a chance to help them, instead of walking away in anger and telling everyone else how miserable their experience with you was.

Of course, complaints can come in different flavors, sometimes they can be intimidating and it can be easy to fall into the trap and take them personally. Jessica Malnik has some very good tipps on what to do with unhappy clients and why it is important to have a crisis scenario in place.

While reading her post I remembered this little story I read some days ago. Check out this tweet and don’t miss to read the linked support thread, it’s a perfect real life example of how to “turn em around”!

Note to myself: Someone should make nice “turn em around”-shirts for support staff.

How To Turn Your Most Unhappy Customers Into Brand Promoters

CSS-Tricks: Performance Tools

June 8, 2015

A comprehensive list of tools and WebApps related to Web Site Performance and Optimization, catalogued by CSS-Tricks.

Weekend roundup time! From the multitude of Grunt and Gulp plugins to web apps that can help us visualize our websites with data, learning all the ins and outs of performance tooling is tough. I thought it might be useful to catalogue as many tools out there as I could find.

CSS-Tricks – Performance Tools

Zeldman.com turns 20 years old

June 1, 2015

I started this site with animated gifs and splash pages while living in a cheap rent stabilized apartment. PageSpinner was my jam. I was in love with HTML and certain that the whole world was about to learn it, ushering in a new era of DIY media, free expression, peace and democracy and human rights worldwide. That part didn’t work out so well, although the kids prefer YouTube to TV, so that’s something.

(Jeffrey Zeldman)

Congrats to Jeffrey Zeldman on his website’s 20 year anniversary! An impressive number and one of the most inspiring personalities in the web design community.

zeldman.com – My website is 20 years old today

A curated collection of tips and tricks for Chrome Developer Tools.

DevTools Tips

Ghost after 2 Years

May 6, 2015

A lot of interesting facts about the first two years (yes, it has really been that long already) of Ghost since they launched on Kickstarter. John O’Nolan goes into great detail about the campaign, the money they raised and how they spent it and the future of Ghost.

April 29th is a very special day for us. It’s the day on which, two years ago, Ghost launched on Kickstarter and went on to raise $300,000. It’s the reason we’re here today!

To celebrate, we’ve got an enormous post in store for you, sharing exactly how we spent the Kickstarter money1, where we’ve gotten to so far, and what’s coming up next for Ghost.

An interesting view behind the scenes of an interesting project.

Ghost 2 Years

Edge

April 30, 2015

Marcel Wichmann (UARRR) about the Icon for Microsoft’s new Edge Browser and why he thinks that it is a good idea. I couldn’t agree more.

I think it’s a good choice and many young, hip internet people forget about the millions and millions of people using Windows. That’s obviously not us, it’s our parents, people in offices, people that don’t care for technology. Those people double-click on a small blue “e” everyday to log into their hotmail e-mail accounts to see pictures of children, funny PowerPoint presentations and delete their 200 spam mails, because they don’t know there’s another way of living online.

UARRR.org – Microsoft Edge Icon