Monthly Archives: November 2011

Applying for jobs? Treat recruiters like customers

I’m in the midst of my biggest job hunt since 2003, when I was finishing undergrad. The competition was fierce then because jobs for freshly-minted BAs were scarce. This time around, I’m applying for MBA summer internships in consulting. Hiring … Continue reading

Posted in Customer behavior, Marketing, Product design, Usability | Leave a comment’s user-friendly tool

It’s a treat to stumble across user-friendly design. This currency conversion tool on is simple, yet rich and intuitive. The Amount field is nothing fancy, but the From and To fields have: Smart lookups: You start typing “peso” or … Continue reading

Posted in Product design, Usability | Leave a comment

Hate waiting in line?

In my Operations class, we’re studying queues and customers’ experience of wait times. Our professor says, Satisfaction = Perception – Expectation This means that exceptional CX (high satisfaction) comes from exceeding expectations. The problem, of course, becomes that customers come … Continue reading

Posted in Customer behavior, Customer service, Product design, VOC | Leave a comment

LinkedIn knows its customers

It’s no secret that I’m a huge fan of LinkedIn – 640 connections and counting – or that I’m on there a lot. Today, though, I noticed something weird: Other people’s status updates were appearing on my profile as mine. … Continue reading

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

Poor survey design, Professor

Being a survey aficionado, I’ve been thrilled that three out of my five professors haveĀ  solicited mid-semester feedback via student surveys. However, the latest one was poorly designed. It asked two questions, both short answer (the other two surveys had … Continue reading

Posted in Feedback, Surveys, VOC | Leave a comment