Monthly Archives: June 2011

CX win: Schwab call center

I love Schwab. I can manage my brokerage, retirement, and checking accounts in one place, all ATM fees are rebated at the end of the month, and the customer service is fantastic. Today, I called to inquire about loan products … Continue reading

Posted in Customer service, Feedback, Product design, Usability | Leave a comment

CX fail: London Tube map

Working in the world of websites, I sometimes forget how important good UX design is in the real world. A professor at NYU analyzed the London Tube system and discovered that up to 30% of passengers take longer-than-necessary routes because … Continue reading

Posted in Customer behavior, Product design, Usability | Leave a comment