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    Using Technology to Save Lives at the Grocery Store

    Why put the responsibility on customers to check out recalled products that can hurt or, sometimes, even kill them?  Yes, companies (or interested parties) try all they can to push the information to all involved so they can take action before something happens, but why not use the power of technology to avoid a potential […]

    Customer Experience Week Continues: The Apple Store

      I am now totally addicted and dependent on my iPhone.  The thought of being without it gives me shivers, so you probably can relate when, on a Saturday morning, all my songs went mute and I realized the problem was with the phone itself instead of the earbuds. Long story short: I called Apple’s […]

    It Must be Customer Experience Week… Or Something

    It’s sad to admit it, but good customer experience is rare.  So rare that when we get one we feel all warm, fuzzy and surprised and run to tell everyone about it.   So rare (unfortunately) that even working this field, I don’t see good examples of CX quite often enough. This weekend, I had some exceptional […]

    The Wisdom of the Crowd

    Every once in a while a site comes up with a new UI (User Interface) concept or idea that forever shifts the paradigm of the market and redefines people’s expectations on information architecture and element positioning. In other words: sometimes an unexpected new design element may change the way you see things enough to make […]

    Don’t Try to be Genuine

     In a recent post,  The “ART” of Being Genuine,  Kathryn Jennex (aka @northernchick) generated a very passionate discussion about what it is to be “genuine.” It is a great post and I recommend reading it with all its comments but, apart from the insight on human relationships and perception, the post really got me thinking about […]

    Be Better by Being Wrong!

    I don’t know anyone who would want to be wrong.  Our culture is wired with a deep, primal need to always be right, which leads us to deceive ourselves into believing we actually are always right, which again leads us to believe that everyone else is wrong.   (Wait… WHAT??!?) Normally, one would think this is […]

    Belkin puts a price on its Customer Experience: 65 Cents

    Some companies may say that a good experience is priceless, but it seems that someone at Belkin really thought that he could get a few good experiences for a lot less and now the company is paying a steep price to recover their customers’ trust. The (dumb) idea was simple in concept: use Amazon’s Mechanical Turk […]

    Give Your Ideas Directly to Obama

    Everyone has been talking about how Obama’s campaign used the power of Social Networks and the Internet.  There’s also been a lot of buzz around how the same concepts and innovations could be used to improve the effectiveness of his presidency and turn it into a truly participative democracy. The expectations around what the Transition […]