Category Archive for "Customer Experience"

Is your mobile strategy to just “phone it in?”

In the early 20th century, the ubiquity of the Model T made it a necessity for businesses to have roadside billboards. At…

Avoiding customer service purgatory

This past month, I have been working with my mobile service provider to try and resolve a, what I thought would be,…

Share the wealth: Replicating Airbnb’s success

If you’re living in a city, there’s a good chance that you’ve contributed to the sharing economy, whether you know it or…

How Does The Zipcar Acquisition Improve Avis’ Brand?

Zipcar is the best of both worlds for young professionals living in Boston – the convenience of a car without the sky-high…

Amazon’s Data: The $12 Firelog Mistake

The other day, Amazon – that arbiter of online customer experience – made a mistake. It shipped the wrong product. Twice. And…

Apple & the NFL: Customer Relations, the Right & Wrong Way

I’m first to admit that I know little-to-nothing about football other than to root for the Patriots as a Mass native, but…

How Well Do You Understand Your Own Products?

To best help your customers understand – and like – your product, you first need to understand all the ins and outs,…

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