Category Archives: Customer Service

How a Swedish Grocery Store Beat Amazon Go to the Punch

The Internet is buzzing about Amazon Go, Amazon’s new self-service grocery store. At the flagship Amazon Go in Seattle, opening in January 2017, anyone with an Amazon account, a supported smartphone, and the Amazon Go app will simply take what … Continue reading

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Content Master: The Morton Arboretum

As the leaves of autumn give way to the bare branches of winter, the Morton Arboretum is a place of both refuge and inspiration. The preserve west of Chicago has a well-deserved reputation as a destination for hiking and bicycling¬†amid … Continue reading

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How Uber Feeds an Appetite for Disruption

The news about Uber rolling out self-driving cars later in August underscores the reason why Uber has become a multi-billion dollar brand within seven years: Uber’s core competence is not ride-sharing — it’s disruption. Uber has consistently developed and modified … Continue reading

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Augmented Reality at Cedar Point: First Impressions

Virtual reality is grabbing the headlines right now, but augmented reality has a bigger near-term future. My recent experience with a new AR-based game at Cedar Point Amusement Park illustrates how AR can make an already excellent customer experience better. … Continue reading

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This Is the World Uber Has Made

Uber has become so pervasive that the company is changing our vocabulary. In everyday settings, we use Uber as a verb (as in “I’ll Uber to the ball game tonight”). In business settings, we use the term “uberization” or “uberfication” … Continue reading

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Empathy at Trader Joe’s

In¬†X: The Experience When Business Meets Design, Brian Solis asserts that experience is the new brand, and he devotes an entire book discussing how companies can create “memorable moments for your customers through every encounter they have with your brand … Continue reading

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