On a recent business trip to Denver, I was able to grab breakfast at one of my favorite morning spots. Snooze Eatery is a funky, retro-themed breakfast joint with incredible food and service. They have an inventive menu and cool vibe, but so do many other AM cafes. As I sat down, I wondered what […]
Read More“Your call is very important to us. Please stay on the line and a representative will be with you shortly.” Twenty-eight minutes later, an apathetic, poorly trained call center drone clarified through her actions what her company actually meant: “Your call is really not important to us at all. If it were, we’d staff more customer service specialists, […]
Read MoreWhen Greg Koch and Steve Wagner founded Stone Brewing, they could have ended up like thousands of start-up failures. They could have launched a me-too product and tried to compete head to head with the industry leaders. Instead, they decided to stick it to the man. Their beer was unapologetically different. It was bold and […]
Read MoreA website is considered user-friendly if it is simple and painless to explore. Ergonomics engineers study human-machine interactions to ensure that cars and other manufactured products provide an enjoyable experience in addition to their core function. Consumer Reports ranks dishwashers and flat screen TV’s alike based on their level of user-friendliness. Twenty years ago, this concept was […]
Read MoreA few weeks back, I wrote a snarky blog post about the horrible experience most of us have while visiting the doctor: long delays, rude staff, apathetic physicians, dingy waiting rooms. You’ve been there. Funny enough, in response to my blog the head of patient care from a large hospital system contacted me to sit down and […]
Read MoreI’m sorry sir, my hands are tied.” These were the appalling words I heard twice in the last week – one from a large mobile phone network, and one from a health insurance carrier. Both were from customer service reps that were clearly un-empowered, bitter, and really didn’t care much about helping me (so much […]
Read More“I’m sorry sir, my hands are tied.” These were the appalling words I heard twice in the last week – one from a large mobile phone network, and one from a health insurance carrier. Both were from customer service reps that were clearly un-empowered, bitter, and really didn’t care much about helping me (so much […]
Read MoreBuying a pair of shoes used to involve going to a local store, selecting a pair from about 250 choices, and walking out with a box in hand. That was the model for shoe sales for the last 200 years. The shoe store owner was happy. You were happy. Everyone was happy. Until that model […]
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