Customer Service

How a Swedish Grocery Store Beat Amazon Go to the Punch

Wednesday, December 7th, 2016

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 they want from the store and leave with no check-out ...

Content Master: The Morton Arboretum

Monday, November 21st, 2016

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 the trees, ponds, and fields that comprise the 1,700-acre grounds. ...

How Uber Feeds an Appetite for Disruption

Friday, August 19th, 2016

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 its business model to either drive or participate in disruption. Consider ...

Augmented Reality at Cedar Point: First Impressions

Wednesday, June 22nd, 2016

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. The Augmented Reality Boom By 2020, augmented reality is expected to be ...

This Is the World Uber Has Made

Tuesday, June 7th, 2016

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" to refer to companies creating on-demand services such as home delivery ...

Empathy at Trader Joe’s

Thursday, April 14th, 2016

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 -- all day, every day." He says that customers want ...