muraPOI: November 15, 2012

A collection of articles from 37signals about customers and service.

• Surprising Your Customers: It’s the little things. Read the comments also, it may be kitschy but if you look past my cynicism about Disney’s desire to control everything, the message *is cute*.

• Greenling’s crazy-good customer support: This message is key…

  “We believe good relationships are the foundation for every successful service and we build them to last.”

• Great detail on the United Airlines “print at home” boarding pass.: Best comment…
  

  “That has to be the first times I’ve seen the words “Great”, “Impressed” and “United Airlines” in one place in at least 11 years.”

  Now if they would just extract themselves out of the rest of the crap that must’ve been Continental’s pre-merger website to do a little 37signals-style design of the web experience, I might say the same thing!

• Uber’s magic: A ride, not a transaction
  

  “But what I really love about Uber is how they’ve smartly focused the full experience on the ride, not the ride plus a transaction.”