I just had the most inexcusably bad experience with Apple Customer Support. So shockingly bad that I can’t even believe it was Apple on the other end of the line. Let me preface my story by saying that I’ve been a devoted Apple customer since I was in the 5th grade — 17 years ago. [Keep Reading…]
TD Bank’s Penny Arcade
[UPDATE: I’m getting a lot of visitors from TD Bank’s Intranet. If you are a TD Bank / Commerce Bank employee, please leave a comment on this post with your thoughts!] I save my spare change in a ceramic vase that was given to me by my childhood babysitter. It isn’t cute like a piggy [Keep Reading…]
Whit Hour – Week 3
Thank you so much to the 20 or so folks who showed up for the third week of Whit Hour — my weekly one-hour video chat to answer any and all of your questions about user experience, consulting, and whatever else you throw at me. Sorry for the last-minute day change. I was stuck in [Keep Reading…]
The Flawed Dining Experience at Hill Country
The food is great. The atmosphere is great. The dining experience is so poorly thought out it boggles the mind. Hill Country Barbecue needs a redesign. After winding through a maze and squeezing between seat-backs, you get seated at your table. A sweet lady comes to take your drink order and explains the “barbecue market” [Keep Reading…]
Jeff Bezos says: obsess over customers
In the video below, Jeff Bezos, one of the greatest minds in customer experience, tells us “Everything I know” and discusses the acquisition of Zappos. What Jeff Bezos knows: Obsess over customers “When given the choice of obsessing over competitors or obsessing over customers, we always obsess over customers.” Invent “Any time we have a [Keep Reading…]
Photo of the day: Mister Softee is healthier than Starbucks
Do do, do do do, do do, do do, do do, do do, do do do. Do do, do do do, do do, do do, do do, do do, do do do. Yep, that’s the Mister Softee jingle. And I’m humming it with a huge smile on my face. I treated myself to a cone [Keep Reading…]
Photo of the day: The unfoggable mirror
Orian and I stayed at the Seaport Hotel in Boston a few weekends ago. After getting out of the shower I noticed that a portion of the mirror was somehow not fogged up! At first I thought it was a happy accident, but then I realized that couldn’t be and gasped at the genius of [Keep Reading…]
Photo of the day: Time To Buy Cut-Rite
I was baking at my parents’ apartment recently and pulled out their wax paper to line a cookie sheet. When I tore some off, I noticed a message pierced into the paper that read “TIME TO BUY CUT-RITE.” They use a different brand than I do so I had never seen this before. The paper [Keep Reading…]
Photo of the day: Be aware of glass door!!!
When Orian was apartment hunting last month, he saw this sign in a vestibule and snapped a pic. A couple things amused him: 1) the three exclamation points, and 2) that the person wrote “be aware” instead of “beware” (something I might not have picked up on). I have a hard time believing the sign [Keep Reading…]
Photo of the day: You must be in one of the first five cars
If you’ve ever ridden the 1/2/3 line on the NYC subway, you’ve probably seen one of these signs: Both the 145th St stop and the South Ferry stop have shorter platforms than the rest of the stations. That means that unless you’re in one of the first five cars, you won’t be able to exit [Keep Reading…]
