|A project to make businesses more aware of their
customer experience, and how to fix it. By Mark Hurst.
|About Mark Hurst||Mark's Gel Conference||New York Times Story on This Is Broken||Newsletter: Subscribe||RSS Feed|
Search this site:
- Current Affairs
- Customer Service
- Food and Drink
- Just for Fun
- Not broken
- Product Design
April 26, 2005 12:01 AM
Broken: Business Week's internationalization
Reuven Lerner writes:
I was recently living and working in Israel. About four years ago, I went to BusinessWeek's Web site and registered in order to gain access to its content.
Unfortunately, BusinessWeek didn't just want to get my name and e-mail address; they wanted to get all of my contact information. One of the mandatory fields in their registration form asked for the state in which I live, in a text field (rather than a pull-down list).
Hoping that some human would read the addresses that were entered, I used the limited space to indicate that Israel doesn't have any subdivisions such as states or provinces.
Little did I know that my registration information would be handled by a computer, and that it would be used to send me (paper) solicitations to subscribe to BusinessWeek.
Every six months or so, I am asked if I want to subscribe to the magazine. As you can see from the scanned form that I have enclosed, my little address correction from oh-so-many years ago has remained undetected in their computer system.
Comments on this entry are closed