Category Archives: Feedback

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

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

Nicely handled, SGov

It’s no secret that I love my MBA program at Stern. Last week, the student government (SGov*) gave me one more reason – and its handling of the situation illustrates some CX principles relevant to this blog. The scenario: There … Continue reading

Posted in Feedback, Surveys, Usability, VOC | Leave a comment

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

Posted in Customer service, Feedback | Leave a comment

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

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

Too busy for a proper post

There are two weeks left in the semester and am busy wrapping up assignments, putting together presentations, and studying for final exams. Both my schedule and my brain are bursting at the seams, but I wanted to post a few … Continue reading

Posted in Feedback, Marketing, Product design, Surveys, Usability | Leave a comment

Don’t like the new Gmail?

I’d heard grumbling about the new Gmail interface and decided to check it out. The reason for the grumbling was immediately apparent (yikes – so ugly and hard to read!) and I switched back. Google noticed and offered me a … Continue reading

Posted in Feedback, Product design, Usability, VOC | Leave a comment