Headed back home from Heathrow Airport after a lovely vacation, I stopped at the Pret A Manger for a quick pre-flight bite.
When I got to the cash register, I noticed this awesome sticker — concise, honest, and, best of all, empathetic.
VAT NIGHTMARE
We’re legally required to add on
VAT when you eat in. Nightmare.
They’re legally required to [...]
Time has always bothered me; I don’t really believe in it. It’s a human invention, a representation of reality. Now the passage of time, that’s something I can believe in. You can feel it. You can measure it. But it’s always, ALWAYS, relative to something else. Like when you’re in the train station waiting for [...]
Undercover Boss is one of my favorite new shows. Why? Because we desperately need to encourage upper management to get in touch with what’s really going on inside their companies. The right hand doesn’t know what the left hand is doing, and it’s harming employees just as much as customers, if not more.
I was introduced [...]
Tags:Clients·Customer Experience·Pain·Realizations·User Experience
From middle school through college, I was obsessed with Starbucks. Five-times-a-week obsessed. Then five years ago I realized that I was spending $1,500 a year on coffee, quit cold turkey, and haven’t had a drop since.
Part of me also hated the evil empire it has become. In middle school when the first Starbucks opened [...]
I’ve found myself at Penn Station quite a lot lately. You see, I’m working on the project of a lifetime with Happy Cog Philadelphia, so I visit by train from time-to-time.
A few weeks ago I observed some unusual behavior:
I’ve passed by this column dozens of times when I walk into the Amtrak area from the [...]
