It’s a funny thing — the more you share your opinions openly, the more people ask you for them. As the year is coming to a close, if you’re thinking about starting a blog next year or writing more frequently on the one you already have, don’t just make an empty resolution. STICK TO IT. [...]
Entries Tagged as 'Customer Experience'
What I learned in 2011 and my predictions for 2012
December 19th, 2011 · 4 Comments · Articles, Customer Experience, User Experience
The Neighborhood Business Experience
November 3rd, 2011 · 8 Comments · Community, Customer Experience, Pleasure
It was 7:19pm. There I was, standing outside of Tarzian Hardware, its gate down and locked, the lights turned off. The store hours sign read Monday – Friday 8:30am – 7pm. I knocked on the window. I rattled the gate. I called the store from my cell phone with 8% battery remaining and could hear [...]
Nationwide Insurance demonstrates user research with NationPam
January 18th, 2011 · 3 Comments · Customer Experience, Humor
As an independent consultant, I pitch my services a lot. I consider myself fortunate that I get the opportunity to chat with so many great companies (okay, and some not-so-great ones) about what user experience is and what value it could provide to their businesses. Without a doubt, the most difficult service for me to [...]
Photo of the day: Brand Transparency
June 18th, 2010 · 3 Comments · Branding, Customer Experience, Photography, Pleasure
Headed back home from Heathrow Airport after a lovely vacation, I stopped at the Pret A Manger for a quick pre-flight bite. When I got to the cash register, I noticed this awesome sticker — concise, honest, and, best of all, empathetic. VAT NIGHTMARE We’re legally required to add on VAT when you eat in. [...]
Photo of the day: Back in 30 minutes
June 15th, 2010 · 2 Comments · Customer Experience, Design, Pain, Photography
Time has always bothered me; I don’t really believe in it. It’s a human invention, a representation of reality. Now the passage of time, that’s something I can believe in. You can feel it. You can measure it. But it’s always, ALWAYS, relative to something else. Like when you’re in the train station waiting for [...]
