by Marianne Richmond on October 26, 2005

Typepad has become the source of dissatisfaction for many bloggers lately…and the subject of many blog posts that express the dissatisfaction. Business Blog Consulting has three such posts which highlight the problems and offer positive suggestions including a "business class" of service and limiting new subscribers until the infrastructure can support it.  I believe they are promoting with a buy one give one offer…why promote a flawed product? I think they should consider ending promotional offers and closing subscriptions and fix the issues.

This should become standard company policy and is good business sense. We all know what happens when we over commit…..things don’t get done right and no one is happy.  Further, we lose the trust and confidence that our clients and customers had in us. The equity that we worked long and hard to earn is diminished…and value decreases much more quickly than it increases. Mostly no one is bashing or trashing Typepad….bloggers are asking that the issues be acknowledged, addressed and fixed. There are exceptions.

On top of the infrasctructure problems summed up by Raving Lunacy, "When it takes longer to post than it does to type"…and the lack of crisis control communication from Six Apart, there is the problem in the trenches of customer support. You state your problem and everything you know about it in an email. They respond with a request for more specifics. You give them the information that they say they need thinking that they intend to provide a solution, they then reply with a request for more information…sometimes they then refer you to the "how to" section of the instruction manual which you have all ready tried, you wonder why they asked for the additional information…you try and point this out…they then ask different questions. It is an endless loop, seemingly designed to avoid providing a solution with the illusion of support in the form of questions.

What a waste of everyone’s time. And I am not blaming the customer support staff….this too is an infrastructure problem; get more support staff, train them to own and solve issues and reward them for solving issues not writing emails.  Customer satisfaction is directly related to employee satisfaction….something is not working here.

As Toby Bloomberg posted on Diva Marketing , " Growth without a plan that includes customer communications can cost you significantly in terms of good will and lost customers." Typepad needs to align people, strategy, and technology….Mihaly Csilszentmihaly, the father of Flow, wrote in Good Business that, a valuable product or service is one that customers perceive, rightly or wrongly, make them happy. No one is very happy with Typepad right now…the product or the service.


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