heyrobertdavis.blogspot.com
heyrobertdavis: 2005-08-14
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Commentary on experiences elegant and ugly. Saturday, August 20, 2005. Amtrak Acela back, still broken. I’m finally riding the Acela back and forth between Boston and New York City again, but I guess it’s probably no surprise to say that while the brakes may be fixed, the train is still a traveling example of unfortunate customer experience. Here’s just one example. Rather than the sleek, consumer-friendly image Amtrak intended the Acela to project. By acting with the instinctual logic we bring to acts s...
heyrobertdavis.blogspot.com
heyrobertdavis: 2006-03-26
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Commentary on experiences elegant and ugly. Thursday, March 30, 2006. Connecting with Starbucks, Chapter Two. So I got my first email from the Starbucks. Program. (earlier post). Um, thanks for asking me to comment on the free coffee event at my local 'bucks. Next time can you remember to actually invite me to the event, as well? How "holistic" is this relationship, anyway? Posted by Robert at 6:19 AM. Sunday, March 26, 2006. Marriott: 1; Hilton: 0. In a rather curious evolution of last year's stated str...
heyrobertdavis.blogspot.com
heyrobertdavis: 2006-07-02
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Commentary on experiences elegant and ugly. Saturday, July 08, 2006. How heavenly can you get? Just finished my second week at IDEO. Last week we collectively synthesized the learnings from a bunch of different research processes; this week we engaged in a collaborative design process, including rapid prototyping and gathering reactions to our crude prototypes from representative members of our client’s target audience. Interesting process; I think I’ll post on it separately after a few days to digest.
heyrobertdavis.blogspot.com
heyrobertdavis: 2005-09-25
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Commentary on experiences elegant and ugly. Tuesday, September 27, 2005. Citibank's exercise in irrelevance. But beyond that, where can they go with live richly? In comparison, when Citizens Bank. Posted by Robert at 12:05 PM. Milton, Massachusetts, United States. Director of Strategic Services at THINK, Inc. View my complete profile. High-end kitchens: Im not the only sucker. New plan for automaker profitability: eliminate de. Uh sure, forward our email - but not so much! How heavenly can you get?
heyrobertdavis.blogspot.com
heyrobertdavis: 2005-09-11
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Commentary on experiences elegant and ugly. Sunday, September 11, 2005. Frank Kafka, experience designer. So, like any other business traveler, I’ve been piling up the Membership Miles on my Amex card. This year for our anniversary, I thought I’d take my wife out for a weekend at the Ritz, and do it with miles. So I clicked around on their site, and was able to redeem miles for a room at the Ritz on Boston Common. Now what about dinner? A couple days later, I get an email from Amex:. Indeed. Remember...
heyrobertdavis.blogspot.com
heyrobertdavis: 2005-08-28
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Commentary on experiences elegant and ugly. Monday, August 29, 2005. Intellikey: Should a smart key make me feel dumb? But what if you’re an employee looking to, say, wash your hands? Well, if I turn the key before it beeps, I’m shut out and have to start again. Turn the door handle first same thing. Turn the key the wrong way start over. By the way, any one of these failures means pulling out the key, waiting five seconds for the lock to re-set, and starting all over again. Posted by Robert at 11:37 PM.
heyrobertdavis.blogspot.com
heyrobertdavis: 2005-12-11
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Commentary on experiences elegant and ugly. Friday, December 16, 2005. The votes are in. Posted by Robert at 9:49 PM. Milton, Massachusetts, United States. Director of Strategic Services at THINK, Inc. View my complete profile. High-end kitchens: Im not the only sucker. New plan for automaker profitability: eliminate de. Uh sure, forward our email - but not so much! Seeking your feeback on, well, feedback. Agency.com pitches Subway; wheres the meat? Appealing to the crowd, for love and money.
heyrobertdavis.blogspot.com
heyrobertdavis: 2006-03-12
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Commentary on experiences elegant and ugly. Friday, March 17, 2006. A Venti with everything, for your email address. I recently picked up a brochure at Starbucks. Offering a $5 stored-value card for my feedback. and when I logged on to the URL provided, I was invited to create something called a Customer Connections. Account. The form was quick and easy to fill out - but where's my opportunity to provide feedback? Starbucks doesn't have their own privacy policy for email collection? This is a Flickr badg...
