Tuesday morning I was sitting in the Amtrak waiting area at New York’s Penn Station when I glanced to my right to see if my track number had been announced.
There were two screens, one stacked on top of the other, with two metal plaques that indicated Departures on the top and Arrivals on the bottom. [...]
Tags:Customer Experience·Pain·Photography·Usability Evaluations
On June 28, 2009, the New York City MTA increased the rates for subway and bus rides.
Apparently the ticket agent who dutifully wrote this sign is unaware of the one-currency-symbol-per-value rule.
Is the new fare 2.25 dollars or 2.25 cents? A smart, frugal person might have recourse to argue the latter.
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Photo of the day: Cigarette [...]
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 speed [...]
[This is an update on the disappointing conditions I recently experienced at the Sheraton Centre Toronto Hotel.]
Within 12 hours of my critical survey submission to TNS Global — the vendor who handles Sheraton’s customer satisfaction surveys — I received the following email from Sheraton’s Manager of Experience Engineering.
I’m really glad they’re listening.
Read the full email [...]
Tags:Customer Experience·Customer Service·Emails·Pain·Pleasure
Allow me to preface this rant by saying that the organizers of IDEA 2009 are in no way responsible for the poor accommodations and service at the Sheraton Center Toronto Hotel. Though it was the hotel recommended on the conference website and at which a group discount was provided, there is no way that the [...]
