Undercover Boss is one of my favorite new shows. Why? Because we desperately need to encourage upper management to get in touch with what’s really going on inside their companies. The right hand doesn’t know what the left hand is doing, and it’s harming employees just as much as customers, if not more. I was [...]
Entries Tagged as 'Customer Experience'
Undercover Boss: Just How Badly is Your Company Screwing Itself
May 14th, 2010 · 2 Comments · Customer Experience, Pain, Strategy, User Experience
Tags:Clients·Customer Experience·Pain·Realizations·User Experience
The NEW Frappuccino: however-you-want-it
May 12th, 2010 · 17 Comments · Customer Experience, Pleasure
From middle school through college, I was obsessed with Starbucks. Five-times-a-week obsessed. Then five years ago I realized that I was spending $1,500 a year on coffee, quit cold turkey, and haven’t had a drop since. Part of me also hated the evil empire it has become. In middle school when the first Starbucks opened [...]
Photo of the day: Penn Station, Charging Station
February 22nd, 2010 · 3 Comments · Customer Experience, Photography
I’ve found myself at Penn Station quite a lot lately. You see, I’m working on the project of a lifetime with Happy Cog Philadelphia, so I visit by train from time-to-time. A few weeks ago I observed some unusual behavior: I’ve passed by this column dozens of times when I walk into the Amtrak area [...]
Domino’s Pizza: Be Inspired By Your Harshest Critics
January 29th, 2010 · 6 Comments · Customer Experience, Pleasure
We all know that Domino’s Pizza isn’t exactly a New York slice. But when Domino’s finally realized just how many people hate their product, they did something drastic about it. Watch the video below. Whatever you think about Domino’s Pizza, whatever you feel about the brand, you have to admit one thing: it takes a [...]
Photo of the day: LLUP to open
January 26th, 2010 · No Comments · Customer Experience, Photography
Peace & Love Café is one of my favorite local spots. They’ve got free wi-fi, amazing sandwiches, and lots of comfy seating. The perfect alternative to a Starbucks. And how can that name not make you feel great? I’ve been going to Peace & Love for several years, and always noticed that their inner door [...]
