The Sheraton Responds!

[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 [Keep Reading…]

Apple Customer Support Fiasco

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…]