Brand Love Hate

Model for Crisis Communication

The recent problems (downtime, slow performance) with TypePad have been documented by bloggers who use the service (including me), but SixApart's reactions to the issues continue to be positive and strong in terms of taking care of customers.  I'm staying brand loyal after two great e-mails from the CEO, which I'm sharing here as PDFs:

• "A Message from our CEO"
• "Update on and compensation for TypePad's performance"

While I have been frustrated with the performance issues at times, I admire how SixApart has been handling the situation openly and with regular communication to us customers.

TypePad Conversion

According to Steve Rubel's Micro Persuasion, TypePad (which powers this here blog) had some technical difficulties that cost him and others some of their files.  But apparently Six Apart did the right thing to take care of its customers and converted that negative experience into one that TypePad users could handle without revolt.