All projects: Gel, Good Todo, Games, Uncle Mark, Bit Literacy
Customer Experience
Zappos doesn't mention its security breach (Jan 17, 2012)
Quiz: are you good at customer experience work? (Dec 14, 2011)
Serving the customer at Singapore's Changi Airport (Dec 1, 2011)
Unboxing experience: do we really need theatrics? (Nov 17, 2011)
Interaction design and a lesson from the past (Nov 11, 2011)
Good iPhone games in the NYT (Nov 3, 2011)
You can't outsource obsession. (Nov 1, 2011)
Netflix listens to customers and reverses its decision (Oct 10, 2011)
A lasting message from Steve Jobs (Oct 5, 2011)
What's astonishing about Netflix's customer experience (Sep 27, 2011)
My allegiance is based on my experience. (Sep 15, 2011)
Customer experience problems: what WE see vs. what YOU see (Sep 14, 2011)
Are you the user or the used? (Aug 30, 2011)
Why you won't be getting a free steak on Twitter (Aug 19, 2011)
How to convince someone that you're right (Aug 3, 2011)
Three followups to my Google+ review (Jul 21, 2011)
Why Google+ will succeed wildly. At first. (Jul 20, 2011)
Problems with the electronic medical record (Jul 19, 2011)
How to make a message disappear: details, details (Jul 15, 2011)
As the world discovers video editing, geeks rediscover GIF (Jul 13, 2011)
Short course in innovation from a venture capitalist (Jul 5, 2011)
To create a great customer experience, throw out a customer or two (Jun 30, 2011)
Play "guess the IPO company"... and learn a business lesson (Jun 16, 2011)
Breaking the barrier: what I saw at the Gel 2011 conference (May 26, 2011)
Basic, easy-to-use design succeeds on Drudge Report (May 16, 2011)
Ignore the customer experience, lose a billion dollars (Walmart case study) (Apr 13, 2011)
Why the first digital camera stored 30 photos (Apr 12, 2011)
How Tiny Wings took over my iPhone (Mar 31, 2011)
There is no "try" in good experience (Mar 29, 2011)
Where not to put the most important link... on Flickr (Mar 23, 2011)
Your industry has the wrong name (Mar 22, 2011)
The good customer experience at Starbucks and Warby Parker (Mar 8, 2011)
Packaging or contents? (Mar 7, 2011)
How to beat Facebook: build a better experience (Mar 4, 2011)
Why restaurant websites are so bad (Mar 2, 2011)
How to turn a rarified experience into a hit (Feb 23, 2011)
Why blogs lost to Twitter and Facebook (Feb 21, 2011)
How one button changed the customer experience of New York City taxis (Feb 18, 2011)
Did experience design cause America's decline? (Feb 17, 2011)
Speed and customer experience in Singapore (Feb 16, 2011)
Two bright spots in book publishing: Junger's WAR - and the Three Little Pigs (Feb 15, 2011)
Doctor/patient communications are not just a courtesy (Feb 9, 2011)
The doctor who wouldn't listen: how to exceed low expectations (Feb 8, 2011)
The myth of the lone genius innovator (Jan 25, 2011)
How Virgin America improved the travel experience (Jan 18, 2011)
Disney improves the experience of waiting in line (Jan 4, 2011)
How to get fired on-stage, Steve Martin-style (Dec 16, 2010)
How to change the CEO's mind (Nov 29, 2010)
Life stories told through Facebook and Google (Nov 11, 2010)
What's missing in our shiny innovative future (Nov 10, 2010)
Examples of good landing pages (Nov 5, 2010)
User interface design lesson, via Gmail (Nov 4, 2010)
Why "the customer is always right" is wrong (Nov 3, 2010)
Southeast Asian readers respond... (Nov 3, 2010)
Lessons from a trip to southeast Asia (Oct 28, 2010)
A mobile brand you need to know about: Taxco (Oct 18, 2010)
Why Wesabe lost to Mint? The experience (Oct 11, 2010)
Pomegranates and reality (Sep 29, 2010)
How Virgin America's customer experience turns "boring to better" (Sep 15, 2010)
Remaking school, news, art crit: new examples of actual innovation (Sep 8, 2010)
Is customer experience a chore or a passion? (Sep 3, 2010)
The Trader Joe's customer experience (Aug 24, 2010)
How do you know what to create for customers? (Aug 20, 2010)
Benihana sign - a strange customer experience (Aug 19, 2010)
A product development tip - from a measuring cup (Aug 17, 2010)
Another reason the airline customer experience is broken (Aug 13, 2010)
Why you need to pay attention to net neutrality (Aug 12, 2010)
Evaluating games from a screenshot (Aug 11, 2010)
One social media tip: first build a good customer experience (Aug 5, 2010)
How customer experience killed the talking car (Jul 28, 2010)
Thought for the day, lifted from my Twitter feed: Talking... (Jul 26, 2010)
Citibank cries wolf (bad customer experience) (Jul 22, 2010)
Measuring the customer experience of social media (Jul 21, 2010)
Caterpillar, listening to customers (Jul 19, 2010)
Customer experience and the importance of seeing (Jul 19, 2010)
All customer experience is local (Jul 8, 2010)
Reminder: distribution and customer experience (Jun 30, 2010)
Customer experience includes distribution (Jun 23, 2010)
Should a brand love you back? (Jun 16, 2010)
Hippos and the customer experience (Jun 2, 2010)
The missing piece - with thanks to The Onion (May 26, 2010)
Learning from experience, not "experience" (May 19, 2010)
Ranting about the UX community in UX Mag (Apr 13, 2010)
Three overlooked lessons about the iPad (Apr 6, 2010)
Why you should be playing games (Mar 31, 2010)
How user experience professionals need to change (Mar 26, 2010)
The value of emailing customers (Mar 25, 2010)
Over-sharing: problems with social networking and privacy (Mar 17, 2010)
HTML email vs ASCII email: a comparison (Mar 16, 2010)
Employees telling the truth in social media, episode 1 (Feb 24, 2010)
Packaging and the customer experience (Feb 19, 2010)
Customer experience is harder than it looks (Feb 17, 2010)
How to create an experience that sells - and do you want that? (Feb 3, 2010)
What makes a successful new product. Also, the iPad. (Jan 28, 2010)
Kayak co-founder on customer service (Jan 24, 2010)
The basics are most important (Jan 20, 2010)
Listen before you spend a billion dollars (customer experience lesson) (Jan 12, 2010)
Short course in customer experience (Jan 7, 2010)
Psychology and restaurant menus (Dec 24, 2009)
Google's feature creep (Dec 20, 2009)
The future of customer reviews (via The Phantom Menace) (Dec 18, 2009)
Shake Shack 1, fast food 0 (Dec 17, 2009)
Want to be REALLY disruptive? Listen to a customer. (Dec 16, 2009)
Yahoo shouts with $100M, users yawn (Dec 9, 2009)
The perils of tag clouds: NewEgg's customer service page lists... (Dec 4, 2009)
Libraries and the patron experience (Dec 2, 2009)
The patient experience and Matt Haughey (Nov 16, 2009)
Customer experience weekend reading (Nov 13, 2009)
Why the shiny thing is everywhere (Nov 5, 2009)
Notes for building a better restaurant experience: 50 things restaurant... (Nov 3, 2009)
Hertz changes its logo (Oct 30, 2009)
The employee experience at Gap vs. Apple (Oct 28, 2009)
On complex collaboration tools (Oct 16, 2009)
Does customer experience affect the CIO? (Oct 6, 2009)
Expect users to be lazy - "not because they're stupid... (Oct 2, 2009)
A lesson in strategy, taught by a Cat (Sep 24, 2009)
Listening is hard (Sep 17, 2009)
Handwashing and the patient experience (Sep 17, 2009)
PC manufacturers engage the customer experience (Sep 12, 2009)
Interview with Brian King, Courtyard by Marriott (Sep 9, 2009)
About "design thinking" (Sep 8, 2009)
Different age groups respond differently to how they are contacted... (Aug 17, 2009)
3 lessons in good experience from New York City today (Aug 13, 2009)
A redesign at Network Solutions gone awry (Aug 4, 2009)
How to build products that customers don't know they want (Aug 3, 2009)
Starbucks pretends to be authentic (Aug 3, 2009)
Let's take back the beep from cell phone companies (Jul 30, 2009)
What Jeff Bezos knows (Jul 27, 2009)
A day at Acme Corp (Jul 22, 2009)
A small, gentle question that could change your life (Jul 9, 2009)
Destroying the experience of place: torn down train stations (Jul 3, 2009)
Nice summary of the Hollywood blockbuster business: People complain about... (Jul 1, 2009)
A few tips on being authentic - or at least not lying (Jun 23, 2009)
Three lessons on what's really important (Jun 17, 2009)
A reminder: not everyone twitters (Jun 10, 2009)
Clarifying my Bing.com thoughts (Jun 9, 2009)
A hundred million mistakes: Microsoft's Bing search engine (Jun 5, 2009)
Authentic donuts, anyone? (May 22, 2009)
A thought on simplicity and complexity (May 15, 2009)
How Wawa sold its first cup of coffee (Apr 17, 2009)
On hospitality in a tough time (Apr 14, 2009)
Seven models of community (Apr 7, 2009)
How social media really works (Apr 2, 2009)
Tropicana's recent failure shows that "usability is a brand attribute."... (Mar 24, 2009)
Where are the true believers? (Mar 24, 2009)
Shift to holistic (Mar 12, 2009)
Two opposing views of customer experience (Mar 3, 2009)
An idea to please customers (Feb 25, 2009)
Two phrases for customer experience in a recession (Feb 19, 2009)
Customer experience review: Logitech's Harmony One universal remote (Feb 11, 2009)
Amazon announces Kindle 2 (Feb 9, 2009)
The true mission of user experience teams (Feb 3, 2009)
In praise of old truths (Jan 22, 2009)
A Kindle trick changes the reading experience (Jan 13, 2009)
What's wrong with this user research? (Jan 7, 2009)
Avoid the risk, threaten the experience (Dec 19, 2008)
Taking efficiency too far (Nov 17, 2008)
The baseball fan experience (Nov 13, 2008)
One number to grade any executive (Nov 4, 2008)
A tip for learning the online customer experience (Oct 22, 2008)
Customer experience review: Crutchfield.com (Oct 21, 2008)
Apple on ads vs. customer experience (Oct 21, 2008)
Underestimating the brand (Oct 8, 2008)
Notes on the financial crisis (Sep 30, 2008)
WSJ on customer service after a service failure: "What businesses... (Sep 22, 2008)
On the Facebook user experience (Sep 12, 2008)
A telco solicits customer input (Sep 9, 2008)
Learning customer experience from a cowboy (Sep 9, 2008)
On stage design at events (Sep 4, 2008)
Christina's 10 tips for designing search. Good discussion of the... (Sep 2, 2008)
LBWA: listening by walking around (Aug 26, 2008)
On patient-centered health care (Aug 25, 2008)
KitchenAid's over-complicated toaster (Aug 20, 2008)
You probably can't get into Waverly Inn's dining room, because... (Aug 14, 2008)
iPhone advertising vs. reality (Aug 12, 2008)
On packaging vs. substance (Aug 6, 2008)
The JetBlue customer experience, sliding (Jul 31, 2008)
Effects of outsourcing customer service (Jul 17, 2008)
Manipulation saves lives in Ghana (and scents American couches) (Jul 14, 2008)
Truth in packaging: Pirate's Booty (Jul 1, 2008)
Customer experience review: Redbox.com (Jun 25, 2008)
Customer experience review: Amazon Kindle (Jun 18, 2008)
On nickel-and-diming customers (Jun 13, 2008)
Deception considered helpful (Jun 5, 2008)
Exceptions to listening to customers? (Jun 4, 2008)
American Airlines pilots picket, while Southwest pilots buy a full-page... (May 27, 2008)
Zappos bribes employees to quit (May 20, 2008)
The top 8 mistakes in usability (and companies investing in it) (May 20, 2008)
Pomegranates and empathy (May 15, 2008)
The flip side of customer experience (May 1, 2008)
Asking customers for what you don't already know (Apr 2, 2008)
Customer experience in Prospect Park (Mar 27, 2008)
Customer experience and sugar water (Mar 19, 2008)
Top 10 lessons in e-commerce, as stated by by Tony... (Mar 15, 2008)
WSJ - retail sites trying to be faster and easier (Mar 13, 2008)
Seth from Honest Tea responds (Mar 3, 2008)
Cell phones are not (just) fashion (Feb 29, 2008)
What's better: pure or big? (Feb 27, 2008)
A lesson from trivia games (Feb 20, 2008)
Why Amazon sells used diapers (and Diapers.com doesn't) (Feb 12, 2008)
Updates on technology and experience (Feb 1, 2008)
Starbucks reaching for the customer experience (Jan 30, 2008)
Brilliant video of Verizon's bad customer experience (Jan 24, 2008)
Two very different types of good experience (and Cipriani) (Jan 22, 2008)
Chase, in need of improvement, buys TV spots (Jan 10, 2008)
Customer experience case studies to start 2008 (Jan 9, 2008)
NYT: Amazon succeeds with customer experience (Jan 7, 2008)
NYT - Apple Store's good customer experience (Dec 28, 2007)
The power of involving stakeholders (and checklists) (Dec 18, 2007)
Web 2.0 as broccoli ice cream (Dec 17, 2007)
Olive oil and name inflation (Dec 13, 2007)
Barneys goes green; hedgehogs beware (Nov 27, 2007)
Three websites to be thankful for (Nov 20, 2007)
Nintendo succeeds by focusing on consumers (Nov 20, 2007)
Selling seaweed that doesn't exist (Nov 15, 2007)
New adventures in retail design (Nov 12, 2007)
User-hostile battery strength indicators (Nov 9, 2007)
37signals: Why personas aren't useful (Nov 8, 2007)
Why Orkut is beating Facebook and MySpace in India (Nov 1, 2007)
What Web 2.0 should really be about: the users (Oct 30, 2007)
Hotel that brags about its bad customer experience (Oct 29, 2007)
More on wine and charlatans (Oct 25, 2007)
The Web 2.0 question - and Grandparents.com (Oct 24, 2007)
Fun redesigning Google (Oct 18, 2007)
Interview: Chip Conley, author, "Peak" (Gel '08 speaker) (Oct 16, 2007)
Why Radiohead is missing tons of sales: bad website (Oct 11, 2007)
Wine, charlatans, and good experience (Oct 10, 2007)
How Ryanair succeeds with poor customer service (Oct 2, 2007)
A career question drawn from 500 Fifth Avenue (Oct 2, 2007)
Secrets of Craigslist's great experience (Sep 25, 2007)
Peet's Coffee founder passes (Sep 20, 2007)
Four ways of making money online, and how to succeed (Sep 20, 2007)
Example of listening first (Sep 12, 2007)
Customer experience in Wal-Mart (Sep 6, 2007)
Simple metric to evaluate a UI (Sep 5, 2007)
Organic eggs and customer experience (Sep 4, 2007)
iPhone and Nokia's attempted copy (Aug 30, 2007)
Seven lessons of iPhone user experience (Aug 30, 2007)
Personas: wasteful or helpful? Your thoughts? (Aug 29, 2007)
Tips on product management and research (Aug 24, 2007)
Customer experience design... through packaging? (Aug 14, 2007)
Describing customer experience work (Aug 10, 2007)
On small print (Aug 6, 2007)
Examples of customer experience focus (Jul 27, 2007)
(Revisiting the idea of) Facilitating customer experience (Jul 20, 2007)
In praise of old, dependable technology (Jul 15, 2007)
Growing via the customer experience (Jul 11, 2007)
The iPhone makes technology history (Jun 30, 2007)
Richard Serra and experience design (Jun 28, 2007)
Crash course in innovation (Jun 21, 2007)
Crutchfield's customer-centered culture (Jun 15, 2007)
The "secret sauce" for customer experience projects (Jun 7, 2007)
Serving customers in the long term (May 22, 2007)
Investing in the customer experience... with returns (May 18, 2007)
If everyone does it... (May 16, 2007)
Bob Barker, retiring from "The Price is Right" (May 15, 2007)
New graphics in Google results (May 15, 2007)
Delta's new "customer experience" (May 8, 2007)
Eating and container size (May 3, 2007)
Who's doing it right: 2007 Copernican Award finalists (Apr 18, 2007)
Announcing my new book, "Bit Literacy" (Apr 12, 2007)
Comment on lawyers and UX (Apr 10, 2007)
Customer experience in the latest Tech Quarterly (spring '07) (Apr 9, 2007)
Missing the point of business models (Mar 23, 2007)
Evaluating organizations by their customer experiences (Mar 20, 2007)
AT&T's and Verizon's "experiential" stores (Mar 14, 2007)
Poorly designed Samsung cell phone (Mar 6, 2007)
USAA gets customer service kudos (Mar 3, 2007)
Alinea on the restaurant experience (Mar 2, 2007)
Nintendo Wii and the customer experience (Feb 22, 2007)
Customer service in the air (Feb 21, 2007)
Clip - UK customer service (Feb 16, 2007)
Danny Meyer, restaurateur, on hospitality (Feb 8, 2007)
Innovation and customer experience basics (Jan 29, 2007)
The improving online customer experience (Jan 19, 2007)
Thoughts to start off 2007 (Jan 10, 2007)
Profile of BlueNile.com, customer-centered e-tailer (Jan 7, 2007)
Philips CEO on simplicity (Jan 3, 2007)
Don Norman: simple doesn't sell (Dec 9, 2006)
Why Microsoft failed online (Dec 9, 2006)
Explaining blogs' popularity (Dec 5, 2006)
Life bits, tracking, and bit literacy (Dec 4, 2006)
Nintendo: success with simplicity (Nov 30, 2006)
Customer experience at Procter & Gamble (Nov 25, 2006)
Good experiences that make me feel uneasy (Nov 17, 2006)
Now available: Uncle Mark 2007 (Nov 15, 2006)
Good distillation of the philosophy (Nov 10, 2006)
Broken: Bank of America jailing a customer (Nov 6, 2006)
Advertising has no future, says the ad agency CEO (Oct 27, 2006)
On cleanliness in passenger airlines (Oct 25, 2006)
Thoughts on customer-led marketing (Oct 17, 2006)
Part 2: A bank customer experience (Oct 11, 2006)
A bank customer experience (Oct 5, 2006)
Part 2: A good and generous king (Sep 27, 2006)
A good and generous king (Sep 20, 2006)
Cable and phone companies and the customer experience (Aug 27, 2006)
"The tuna story" and customer experience (Aug 22, 2006)
Pogue on Crutchfield (Aug 7, 2006)
Focus groups on Broadway (Aug 2, 2006)
Customer experience and the 'wow' factor (Jul 27, 2006)
What I learned redesigning del.icio.us (Jul 12, 2006)
Customer experience case study: "cars" (Jul 6, 2006)
Study in Comcast branding (Jun 30, 2006)
Learning from Craigslist (Jun 21, 2006)
Customer experience and umbrellas (Jun 20, 2006)
Customer experience and gas prices (Jun 19, 2006)
Gel speaker update: Marissa Mayer (Jun 10, 2006)
Bit literacy: agreement to action (Jun 8, 2006)
No bit literacy from the AMA (Jun 4, 2006)
NYT interviews ING chairman (Jun 3, 2006)
NYT on redesigning Biloxi (May 26, 2006)
Coral and Community (May 24, 2006)
2006 Copernican Award Winners (May 4, 2006)
2005 Copernican Awards Recap (Apr 19, 2006)
The new conversation about bits (Apr 12, 2006)
Announcing the end of e-mail overload (and start of Gootodo.com) (Mar 9, 2006)
Goovite Meeting Maker; asking for your comments (Feb 24, 2006)
Survey: Customer Research and Results (Feb 8, 2006)
Things that matter (intro to this newsletter, 2006) (Jan 18, 2006)
Customer service is not customer experience (Dec 7, 2005)
Three strands of good experience (Nov 29, 2005)
Choose your own adventure (at work) (Oct 18, 2005)
Reviewing Good and Bad Advertising (Oct 12, 2005)
Defining "Branding" (Sep 28, 2005)
How to Start Customer Research (Sep 14, 2005)
Lessons in listening to customers (Aug 15, 2005)
Customer Experience in Four Steps, and a Whitepaper (Jul 27, 2005)
Recent Customer Research: Online Retail (Jul 6, 2005)
About the Good Experience Worldview (Jun 14, 2005)
Things that need to STOP (May 25, 2005)
A thought on selling good experience (May 18, 2005)
Some Business Effects of Customer Experience (Mar 23, 2005)
The Best Month for Customer Experience (Mar 3, 2005)
Page Paradigm and "navigation blindness" (Jan 12, 2005)
Tips on Moderating Listening Labs (Dec 7, 2004)
Customer experience and the next 20 years (Nov 18, 2004)
Introducing the Customer-Centric Worldview (Oct 26, 2004)
The Basics of Customer Experience (Oct 8, 2004)
You DO Talk to Customers, Don't You? (Sep 22, 2004)
How to Be a Better Customer Experience Practitioner (Sep 16, 2004)
How to Become the VP of Customer Experience (Sep 2, 2004)
What Happens After Customer Research? (Aug 12, 2004)
Budgeting for Advertising and Customer Experience (Jul 29, 2004)
Advertising and the Customer Experience (Jul 14, 2004)
Packaging is Not Customer Experience (Jul 6, 2004)
Putting Customers First... Pepsi? (Jun 17, 2004)
Exercise in Customer Experience (Jun 3, 2004)
E-mail games, slots, and customer experience (May 13, 2004)
Case Study in Customer Experience (Apr 22, 2004)
Research Supporting the Page Paradigm (Mar 25, 2004)
Debating the Page Paradigm (Mar 8, 2004)
The Page Paradigm (Feb 19, 2004)
Five Ideas for 2004 (Jan 7, 2004)
The ROSE framework (Nov 17, 2003)
Four Words to Improve User Research (Oct 1, 2003)
Usability Professionals Must Disappear (Aug 8, 2003)
Top Sites' User Experience Teams and Their Challenge (Jul 21, 2003)
The Most Important User Experience Method (Jun 20, 2003)
Leonardo da Vinci, Disciple of Experience (Apr 18, 2003)
About Information Architecture (Apr 3, 2000)
