Lane Becker
About: Lane Becker is co-founder and president of Satisfaction Unlimited, a web startup developing "people-powered customer service" -- tools to foster new methods of communication and collaboration between companies and their customers.
Previously, Lane was co-founder of Adaptive Path, a user experience strategy, research, and design consultancy. While with Adaptive Path, Lane ran the consulting business and, as the creator of the New Ventures program, developed strategic partnerships with early-stage startup companies to provide them with long-term support for their product ideation, design, and launch strategies.
Likes parties.
Photos:
Blog Posts
We’re Hiring: Ruby Developer
--Attention, people of the Earth: We seek a Ruby developer. If you follow this blog, or have spent time on our Web site, you are surely aware of wha...
On the road again: Upcoming appearances from the Get Satisfaction team.
--We’ve been hunkered down working on our site here at the Satisfactory for the last couple of months, but the Fall conference season is now up...
On the road again: Upcoming appearances from the Get Satisfaction team.
--We’ve been hunkered down working on our site here at the Satisfactory for the last couple of months, but the Fall conference season is now up...
I Love / Hate / Want to Rate You
--What motivates an organization to become truly focused on improving their products and services for their customers? How about word of mouth? How a...
I Love / Hate / Want to Rate You
--What motivates an organization to become truly focused on improving their products and services for their customers? How about word of mouth? How a...
Microsoft Live Labs Launches Photosynth
--Microsoft got innovative yesterday — and everyone showed up to see it. Microsoft Live Labs, the group of folks who work intently at creating...
Microsoft Live Labs Launches Photosynth
--Microsoft got innovative yesterday — and everyone showed up to see it. Microsoft Live Labs, the group of folks who work intently at creating...
Apple Profile of Get Satisfaction
--We’re not just Internet famous. We’re Apple famous. (Take that, fake Bigfoot.) The folks at Apple called us up some months ago wanting...
Apple Profile of Get Satisfaction
--We’re not just Internet famous. We’re Apple famous. (Take that, fake Bigfoot.) The folks at Apple called us up some months ago wanting...
New Feature: Short URLs
--I’ll keep this short. We’ve added a simple (but very handy) new feature — shortened URLs. Want to send a link to a Get Satisfa...
New Feature: Short URLs
--I’ll keep this short. We’ve added a simple (but very handy) new feature — shortened URLs. Want to send a link to a Get Satisfa...
Trafficking in Complaints
--This week, Twitter got a big boost in traffic to its Web site from an ABC News Story that showed how an everyday consumer got help from ComcastR...
Trafficking in Complaints
--This week, Twitter got a big boost in traffic to its Web site from an ABC News Story that showed how an everyday consumer got help from ComcastR...
New Feature: Image Uploads
--Computers are complicated. So is software. User interface glitches, buttons that don’t work, menus that are misleading — all of that is hard ...
New Feature: Image Uploads
--Computers are complicated. So is software. User interface glitches, buttons that don’t work, menus that are misleading — all of that is hard ...
iPhone 2: The Sequel with the Bad Opening Day
--Product demand is great, isn’t it? When people are lining up to buy what you have to sell, that must feel exceptionally fulfilling. Unless t...
iPhone 2: The Sequel with the Bad Opening Day
--Product demand is great, isn’t it? When people are lining up to buy what you have to sell, that must feel exceptionally fulfilling. Unless t...
iPhone 2: The Sequel with the Bad Opening Day
--Product demand is great, isn’t it? When people are lining up to buy what you have to sell, that must feel exceptionally fulfilling. Unless t...
Redesign! New Company Home Page
--The development rolls on at Get Satisfaction. This time, we’ve updated the company home page. If you’ve got a problem with a company, ...
Redesign! New Company Home Page
--The development rolls on at Get Satisfaction. This time, we’ve updated the company home page. If you’ve got a problem with a company, ...
Redesign! New Company Home Page
--The development rolls on at Get Satisfaction. This time, we’ve updated the company home page. If you’ve got a problem with a company, ...
Blog Envy
--Every once in a while, I read a blog post that really gets it right. When that happens, I feel compelled to share it with people. I don’t do ...
Blog Envy
--Every once in a while, I read a blog post that really gets it right. When that happens, I feel compelled to share it with people. I don’t do ...
Blog Envy
--Every once in a while, I read a blog post that really gets it right. When that happens, I feel compelled to share it with people. I don’t do ...
Targeting the Companies
--How do you encourage companies that are hesitant to participate on Get Satisfaction? We’ve got a lot of theories on that. I won’t go i...
Targeting the Companies
--How do you encourage companies that are hesitant to participate on Get Satisfaction? We’ve got a lot of theories on that. I won’t go i...
Targeting the Companies
--How do you encourage companies that are hesitant to participate on Get Satisfaction? We’ve got a lot of theories on that. I won’t go i...
Netflix Abandons Their Plan to Abandon Profiles
--“We Are Keeping Netflix Profiles”. So reads the title of the e-mail communciation that Netflix users are getting in their e-mail in-box...
Netflix Abandons Their Plan to Abandon Profiles
--“We Are Keeping Netflix Profiles”. So reads the title of the e-mail communciation that Netflix users are getting in their e-mail in-box...
Netflix Abandons Their Plan to Abandon Profiles
--“We Are Keeping Netflix Profiles”. So reads the title of the e-mail communciation that Netflix users are getting in their e-mail in-box...
Wish List
--Attention companies: Whatcha want? We’re working on our big suite of company tools right now. We’ve got a long list of things to build...
Wish List
--Attention companies: Whatcha want? We’re working on our big suite of company tools right now. We’ve got a long list of things to build...
Wish List
--Attention companies: Whatcha want? We’re working on our big suite of company tools right now. We’ve got a long list of things to build...
Netflix Follies
--Netflix has suddenly decided to eliminate their very popular “Profiles” feature. Many families use this feature to set up separate prof...
Netflix Follies
--Netflix has suddenly decided to eliminate their very popular “Profiles” feature. Many families use this feature to set up separate prof...
Netflix Follies
--Netflix has suddenly decided to eliminate their very popular “Profiles” feature. Many families use this feature to set up separate prof...
Harnessing the Power of Hate
--You’ve all seen the “I Hate” Web sites out there, right? I Hate Microsoft, Wal-Mart Blows, I Hate Starbucks? They’re all fu...
Harnessing the Power of Hate
--You’ve all seen the “I Hate” Web sites out there, right? I Hate Microsoft, Wal-Mart Blows, I Hate Starbucks? They’re all fu...
Sucking It Up
--“Great product, customer service sucks! Sucks! SUCKS!” How’d you like to stumble upon a conversation about your company that read...
Holiday Over: Site Back Up
--Our hardware failure problem has been diagnosed: A load balancer in our datacenter failed. For those of you who are technically minded, you may kn...
Hardware Holiday: Experiencing Downtime
--Unfortunately, a piece of our hardware decided to take a holiday on this Memorial Day. Just wanted to send a quick note to let our users know that ...
Two Big Releases: ‘Help Center’ & ‘Overheard’
--We’ve been working extra hard on two big product releases. So much so that we’ve hardly even picked up our Rock Band instruments. The n...
The Ban Hammer
--Today is a watershed day at Get Satisfaction. We banned our first user. One of the core jobs we see ourselves as having at Get Satisfaction is hel...
Birth of a Bag
--A diaper bag. They asked Timbuk2 for it. Repeatedly. The first diaper-bag query started eight months ago, and since then, there have been a lot of...
3, 2, 1… Contacts!
--If you’ve spent any amount of time on social networking web sites, you’ve probably experienced a moment like this: Hey, this site is p...
Comcast Cares. No, Really.
--Comcast, who hasn’t exactly had a great public image in the last few years, appears to be slowly changing that. When Comcast showed up on Ge...
Fast Company Article
--Woo-hoo! We just got a write-up in Fast Company. When you’re the one being written about, it’s easy to spot particular places in artic...
Web 2.0: Sharing Slides
--Last week’s Web 2.0 conference here in San Francisco was stimulating. I know I learned a thing or three. In case you missed it — or wouldn&...
OAuth Hackathon
--Get Satisfaction is organizing a meet-up — next Saturday — to help app developers wrap their heads around and implement the OAuth protocol. If you ...
Web 2.0 Conference: We’re Speaking
--Web 2.0 is next week. We will be there. You bet we will. In fact, we’ve got a bunch of speaking engagements lined up. Come visit us as we exp...
The Get Satisfaction API is here!
--Our shiny, shiny API, previously announced and much-discussed and anticipated, is ready for the prime time! Check out the extensive documentation f...
Craigslist Eyes Navel. What Will It See?
--Craig Newmark is a customer service rep. No, for real. I stumbled upon Craig Newmark’s business card on Flickr, and he lists himself as R...
Bad Apples Stealing Pints of Milk
--“Apl.itunes has taken money from my account and I never ordered anything.” That’s the title of a problem on Get Satisfaction star...
The Great Twitter Business Experiment
--Everywhere I turn, it’s Twitter this and Twitter that. That has been the case in my private life for some time, but now Twitter seems to be g...
Extending the Conversation on Get Satisfaction
--Walk into a room with eight people having a conversation, and you’re bound to notice a number of extra details — the mood of the room, for ex...
To Better Serve You
--I hate boilerplate. You do, too. I know you do. When you hear the phrase “your call is important to us” while you’re on hold, yo...
MyStarbucksIdea.com: A Half-Full Idea
--The big news this past week in Web 2.0 world: Starbucks dipped its toe into the pool where community and customers converge. They launched a new ...
“Customer Service at its Finest”
--Last week, I rapped lyrical about how awesome Rackspace’s commitment to customer service seems. This week, I’ve stumbled on the exact opposite: wor...
We’re #1! Twice!
--We’ve won a couple of awards this week we’re pretty proud of, at two different startup-oriented conferences down in the south bay. On ...
They Really Liked Us
--Yesterday, we gave a presentation about Get Satisfaction at the Under the Radar conference. It’s a shindig that seeks to identify the trends — and ...
Promises, Promises
--Two weeks ago, Rackspace, the San Antonio-based IT hosting provider, announced their Fanatical Support Promise. Sounds like a PR campaign, huh? O...
Promises, Promises
--Two weeks ago, Rackspace, the San Antonio-based IT hosting provider, announced their Fanatical Support Promise. Sounds like a PR campaign, huh? O...
SXSW: 10 Texas-Sized Memories
--1. Worst Website Ever: Wired wrote about the Worst Website Ever contest, which we participated in. Although he didn’t win (almost!), Lane’s idea ab...
The Kindness of Strangers
--“Apparently, ‘kindness’ is a requirement for using Get Satisfaction.” So retorted someone on Get Satisfaction this week, as he accused us of censo...
The Kindness of Strangers
--“Apparently, ‘kindness’ is a requirement for using Get Satisfaction.” So retorted someone on Get Satisfaction this week, as he accused us of censo...
The Kindness of Strangers
--“Apparently, ‘kindness’ is a requirement for using Get Satisfaction.” So retorted someone on Get Satisfaction this week, as he accused us of censo...
All Wired Up About SXSW
--The Get Satisfaction office is slowly emptying out this week. One by one, we’re spreading our wings and migrating to Austin for SXSW. Lane w...
Getting Around the Roadblocks
--I attended the Bay Area’s first TransitCamp last weekend with citizens of the Bay Area to talk with transit organizations using Get Satisfact...
The Price of Control
--Wal-Mart has been criticized for both sucking and blowing, but it looks like they may actually have a chance to polish their tarnished reputation. ...
Tuesday = Tacos
--Attention taco lovers: Tuesday is your day. Join us next Tuesday, March 11 — high noon — at SXSW, in Austin Texas. We’ll be munching on (free!) br...
Get Satisfaction’s Upcoming Features for Companies
--Businesses benefit when they allow their customers to speak their mind publicly, and respond in kind. That’s a core belief of ours here at G...
Video: Alex Frankel, “Living the Brand”
--Alex Frankel, author of “Punching In: The Unauthorized Adventures of a Front-Line Employee,” gave our last presentation of the day, tal...
Video: Alex Frankel, “Living the Brand”
--Alex Frankel, author of “Punching In: The Unauthorized Adventures of a Front-Line Employee,” gave our last presentation of the day, tal...
Video: Michael Murphy, “Virgin’s Crown Jewel: Customer Service, across 200 Companies and 29 Countries”
--Michael Murphy, Group Brand Manager for Customer Service for the global Virgin brand, gave a very hip presentation about how Virgin maintains their...
Video: Michael Murphy, “Virgin’s Crown Jewel: Customer Service, across 200 Companies and 29 Countries”
--Michael Murphy, Group Brand Manager for Customer Service for the global Virgin brand, gave a very hip presentation about how Virgin maintains their...
Dopplr by Design
--Dopplr hired a new community design manager, Celia. I know because I read their blog, which is a marvel of beauty and simplicity. Okay, that’s sayi...
Dopplr by Design
--Dopplr hired a new community design manager, Celia. I know because I read their blog, which is a marvel of beauty and simplicity. Okay, that’s sayi...
BusinessWeek Tackles Customer Service
--“Love the Customers Who Hate You.” That’s the title of the lead article in the new issue of BusinessWeek, as part of their “Customer Service ...
BusinessWeek Tackles Customer Service
--“Love the Customers Who Hate You.” That’s the title of the lead article in the new issue of BusinessWeek, as part of their “Customer Service ...
On Topic
--The interface you see on Get Satisfaction has undergone a bevy of changes since we started writing the first lines of code. You may not have notice...
On Topic
--The interface you see on Get Satisfaction has undergone a bevy of changes since we started writing the first lines of code. You may not have notice...
Video: Panel, “Customer Service as Community, Community as Customer Service”
--Our second panel at the Customer Service is the New Marketing Summit was on the topic of “Customer Service as Community, Community as Custome...
Video: Panel, “Customer Service as Community, Community as Customer Service”
--Our second panel at the Customer Service is the New Marketing Summit was on the topic of “Customer Service as Community, Community as Custome...
Video: Panel, “Scaling Customer Service”
--At the Customer Service is the New Marketing summit, we had an excellent panel on the subject of “Scaling Customer Service,” with Heath...
Video: Panel, “Scaling Customer Service”
--At the Customer Service is the New Marketing summit, we had an excellent panel on the subject of “Scaling Customer Service,” with Heath...
Good Times
--Rock stars crave an in-depth feature in Rolling Stone. Debutantes pine for a profile in Vanity Fair. Hipster crafters hope in their heart of hearts...
Good Times
--Rock stars crave an in-depth feature in Rolling Stone. Debutantes pine for a profile in Vanity Fair. Hipster crafters hope in their heart of hearts...
Video: Robert Stephens, “Marketing is a Tax You Pay for Being Unremarkable”
--Robert Stephens, founder of The Geek Squad and our second speaker of the day:
Video: Robert Stephens, “Marketing is a Tax You Pay for Being Unremarkable”
--Robert Stephens, founder of The Geek Squad and our second speaker of the day:
Video: Tony Hsieh, “Building a Customer-Focused Culture”
--The videos from the Customer Service is the New Marketing Summit are starting to roll in, and we’ll be publishing them all here on the blog i...
Video: Tony Hsieh, “Building a Customer-Focused Culture”
--The videos from the Customer Service is the New Marketing Summit are starting to roll in, and we’ll be publishing them all here on the blog i...
Navigating Customer Service
--There is one special breed of company that seem to draw a lot of customer ire on Get Satisfaction — GPS device makers. What is the reason for...
Tweet Sheet
--All praise Get Satisfaction users who go above and beyond! Twitter, which a lot of people are in love with (including me), has had a spate of serv...
Gambling on the News
--There’s fantasy baseball, why not fantasy news? I am hardly a sports fan (I didn’t watch one minute of the Super Bowl), but ask me to put odds on ...
Bookmarks:
Lane Becker's AIDS Marathon Page
Please donate to the SF AIDS organization, and as a special byproduct, see me weep in pain after running 26 miles. Who doesn't want that?
Get Satisfaction featured on ABC channel 6 in Philadelphia
Get Satisfaction featured on ABC channel 6 in Philadelphia
Get Satisfaction featured on ABC channel 6 in Philadelphia
Get Satisfaction featured on ABC channel 6 in Philadelphia
Under the Radar - Rob Hayes on Get Satisfaction
Rob wrote up a little bit about how we ended up with First Round as our lead investors.
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Comments
Lane, I used to think we had so much in common. Then I found out you were an aqua. Shame.
Hi Lane!
I'll be with Mel either in the registration area or running around like a mad person, and having a good ole drink at the FOWA party so I'll make sure to say hi!
Lisa