A growing number of consumers are posting comments about a product or experience they’ve had with a brand on a blog or Twitter and expecting the company to come right back that same day with a personalized message and solution. I’ve seen isolated incidents where some consumers return to the network within hours and remark [...]
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Archive | May, 2009
The New Yorker Cover Re-Imagined on an iPhone
May 26, 2009
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I’ve been getting The New Yorker magazine in my mailbox for about 13 years. The archivist in me used to save every issue. It was pretty easy, after all why did I buy a big house if I wasn’t going to fill it up? But three years ago I moved, so the recycle bin got [...]
Read moreAlways Overhead
May 23, 2009
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Here’s a fascinating video of air traffic across the globe during a 24 hour span condensed down to about 2 minutes. It was taken by an orbiting satellite and includes the day/night footprint gliding across earth. The yellow represents large jet flights from the major carriers. You can see aircraft landing in Europe having left [...]
Read moreThe Modern Wing Takes Flight
May 17, 2009
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The completion of the new Modern Wing of the Art Institute of Chicago adds an additional 264,000 square feet of gallery space to this already impressive museum. It’s now the second largest in the country, trailing only The New York Metropolitan Museum of Art. I had the good fortune of being at the AIC on Wednesday, [...]
Read moreImproving the Customer Experience Begins with Active Listening
May 13, 2009
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This is an expanded version of a presentation I gave at the Customer Experience Summit on May 13, 2009 at The Art Institute of Chicago. The event was hosted by TeaLeaf and OpinionLab. Feedback, Voice of the Customer, whatever you want to call it is not new. It was born with that first comment or letter to Customer [...]
Read moreBring on the Electric Car, Now
May 9, 2009
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If you are not familiar with TED you should remedy that immediately. TED stands for technology, entertainment and design. It began in 1984 as an annual conference to bring the brightest minds from these three arenas together. It has mushroomed from there. The site is filled with videos of talks and a community. Check it [...]
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