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 [...]
Photo of the day: A Restroom on a Mission
February 19th, 2010 · 2 Comments · Photography
You couldn’t pay me to use the restroom at NYC’s Penn Station, but I didn’t think twice about needing to pee when I was at Philadelphia’s 30th Street Station recently. Perhaps it was their warm welcome and solemn promise to take care of me that put me at ease. OUR MISSION is to provide the [...]
Photo of the day: Trash Can Copywriting
February 17th, 2010 · 4 Comments · Photography
I get my hair cut at Bumble & bumble‘s downtown salon. Not only does Dante always give me a great cut, but Bb creates one of the most exceptional customer experiences of any service in my day-to-day life. They’re a high-end salon, but a key aspect of their brand is a playfulness that they inject [...]
Tags:Copywriting·Customer Experience·New York·Photography·Pleasure
