Monthly Archives: January 2012

Newest member of the Yelp Elite Squad!

It’s no secret that I love Yelp. Given my affinity for CX, that’s almost a given. I use Yelp a lot as a consumer of VOC feedback and I try to pay it forward by posting reviews myself. My current … Continue reading

Posted in Feedback, VOC | Leave a comment

Efficiency versus customer experience

In my post-business-school job, I’ll be spending A LOT of time on planes. As such, articles like this one about boarding times pique my interest. It turns out that, at least in simulation models and a controlled experiment, the way … Continue reading

Posted in Customer behavior, Customer service, Product design | 2 Comments

CX fail: Aeromexico … really?

I spent 9 glorious days in Puerto Morelos, a sleepy beach town between Cancun and Playa del Carmen. I knew the return to the States would be tough, but thought the abrupt shift from swimsuits and flipflops to business suits … Continue reading

Posted in Customer service, Feedback | Leave a comment