It’s so comforting to know that in times of imminent danger, our stress call will require seven careful steps. I saw this sign posted on the Governors Island Ferry when heading back to Manhattan after a nice birthday picnic in the park. You may recall that New York City has had some ferry trouble in [Keep Reading…]
We scan from top to bottom
I shop online so often that it’s second nature for me to immediately start typing into an shipping/billing address form based on the textbox widths and layout. However, as I was just checking out from Garnet Hill, I realized something was off. Field labels are underneath the text field. Wow. Had it not been for [Keep Reading…]
What the customer actually wanted
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 [Keep Reading…]
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…]
The Sheraton Centre Toronto Hotel is a hot mess
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 [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…]
SeamlessWeb Mobile Site: Easy to Use, But Impossible to Order
Usablenet is responsible for some of the most easy to use mobile websites your smartphones can find. They chose a good company name. Their platform powers mobile sites such as JetBlue and Northwest Airlines, Amtrak and NJ Transit, Hilton Hotels, 1800Flowers, and dozens of other sites you’d be surprised to hear. Just point your mobile [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…]
What I did while Twitter was down today
Twitter had a Denial of Service Attack this morning, which affected its uptime all day today. Therefore I was forced to figure out what to do without it. Here’s what I came up with: I noted my frustration on Facebook I actually looked at my friends’ pages on Facebook I reached Inbox Zero in Google [Keep Reading…]
UPDATE: Facebook at fault for unauthorized link with Twitter account
Last night there was a minor fiasco when hundreds of thousands of people suddenly found that their tweets were being published to their Facebook status without their explicit authorization. The only way to fix the problem was to remove or block the Twitter application from within Facebook.
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