A few weeks ago Orian sent me a hilarious but sad cartoon on the all-too-familiar process of cumulative error and product dilution during a project life cycle: customer request -> finance -> engineering -> manufacturing -> marketing -> delivery. Not only do we fail to deliver on what was proposed, but what the customer said [...]
Entries from October 1st, 2009
What the customer actually wanted
October 1st, 2009 · 8 Comments · Design, Humor, Pain
Tags:Design·Humor·Methodology·Pain·User Experience·Web Development
Resolution Found with the Sheraton Centre Toronto Hotel
October 1st, 2009 · 1 Comment · Customer Experience
I’m impressed. Within 12 hours from my initial complaint to the Sheraton Centre Toronto Hotel about their sub-par conditions, I had received an email apologizing for the discontent. Then within 20 minutes of my response today (to follow), we have received a refund for one night. I am very pleased with the outcome and the [...]
