Category Archives: Customer service

Weighing in on CX fails

I’ve had many ideas for blog posts over the past few months, but haven’t had much energy or coherent thought to spare after starting my new job in July. The learning curve is steep, but I’m loving it. What finally … Continue reading

Posted in Customer service, Product design | 1 Comment

You get what you pay for

We know it’s true, right? You get what you pay for. But finding a “deal” or cutting corners here and there can be fun, practical, or even necessary. Sometimes, though, not having learned that lesson leaves you (read: me) feeling … Continue reading

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JC Penney CX flop

JCPenney’s CEO Ron Johnson was recently ousted after 17 months on the job. He had tried to overhaul the struggling retailer’s CX by simplifying pricing, replacing cashiers with roving check-out staff, introducing designer and upscale products, and changing the name … Continue reading

Posted in Customer behavior, Customer service, Marketing, Pricing | 2 Comments

American and SuperShuttle: call me … maybe?

Dear American Airlines and SuperShuttle, This seems obvious, but apparently you need a reminder: Don’t leave customers in the lurch. Don’t leave them guessing. Don’t cause them needless stress. Listen up … I’ve been looking forward to a trip to … Continue reading

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REI is holding my bag hostage

I’m gearing up for a whirlwind trip to Europe between the end of final exams and the beginning of my summer internship. While visiting my family in Seattle, I stopped by REI’s (duly impressive) flagship store and found a great … Continue reading

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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

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