Category Archives: Product design

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

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

Simple innovations that haven’t made the rounds

How often do you see a clever innovation and think, “Brilliant! Why didn’t someone figure that out sooner?!”? Today, I’m going to talk about some clever innovations that someone has thought of, but that – for reasons unknown to me – … Continue reading

Posted in Product design, Usability | 3 Comments

Let them eat stale bread!

Yesterday, I participated in a half-day session called “Hack B-school”. It was facilitated by Stern professors and administrators and was intended to produce revolutionary thinking about business education. One of the exercises was to list cliches about business education and … Continue reading

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E-mail marketing: beauty and the beast

E-mail marketing is a cheap, easy way to reach potential customers and keep existing ones engaged. It’s tempting to create elaborate templates and designs to yield beautiful e-mails worthy of a top-notch marketing team. It’s just as easy to forget … Continue reading

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Online dating: Send a Drink!

I’ve yet to write a post about the CX of online dating (such a rich source of insight and amusement!), but I burst out laughing today at a minor change on the OKCupid.com site and thought I’d share. Previously, you … 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