It’s just coffee
Seth Godin posted this photo on the ordering process at Dunkin. No explanation needed.
Scott Lieberman :: Feb.13.2007 :: Uncategorized :: No Comments »
Its all in the emotion
Companies who choose to deliver a customer experience without regard to the emotional impact on customers is like listening to a robot play a John Coltrane solo.
Scott Lieberman :: Feb.13.2007 :: Uncategorized :: No Comments »
iMac: It’s all about the experience
I finally gave in and bought an iMac. It arrived today. Let me tell you, it meets every expectation I had and then some. I’m writing this post on it, just an hour after setting up the machine–I’ve already transferred all my music and photos and have installed a few applications as well. Describing it as a ‘machine’ seems a somewhat crude; it’s clearly an ‘infromation appliance’ or at least closer to a piece of elegant home electronic equipment–minus the dizzing sea of buttons. Continue Reading »
Scott Lieberman :: Feb.10.2007 :: Uncategorized :: 1 Comment »
Delta gets it right
At the risk of too many posts in the same week on the airlines, I through I’d share a mailing I received this week from Delta Sky Miles. It’s a great of example of how to get it right when sharing new innovations… putting the customer at the center of the feedback. (click to see full screen images)
Scott Lieberman :: Feb.02.2007 :: Uncategorized :: No Comments »
My American Eagle Flight
I’m sitting here at the American Eagle gate at Laguardia awaiting the 6:50am flight to Charlotte.
Observation: the flight was supposed to board at 6:20am. Its now 6:40 and there is no gate agent to be found and the monitors above the desk are black. There is no plane at the Jetway. Since I arrived, there have been two gate agents who have stopped by, checked the computer and then walked away
Passengers are arriving – harried having just hustled through security to find no activity at the gate.
Earlier, when I arrived a gentlemen (well, not really) behind the counter mumbled something about the plane being here, but stuck behind another airplane in the hanger.
What??
So, now the plane is delayed 25 minutes. This is the current estimate. As I write this, a gate agent has just made an announcement – now just a few minutes from our scheduled departure time – confirming the fact about the plane being stuck in the hanger. She has also disappeared again into the back room.
Still no information on the monitors…. Black. I give up!
Scott Lieberman :: Jan.31.2007 :: Uncategorized :: No Comments »
