Category: Customer Experience Design

This may be the most creative web error page I have ever seen!

Every website will experience server errors from time to time. Flickr.com found a creative way to announce their error with this image. A great and interesting photograph with a message is just perfect for a […]

6 Things We Can Learn About the Chat Customer Experience from Amazon.com

Yesterday I had to reach out to Amazon.com for customer support for my daughter’s Kindle Fire. I chose Chat for my help, and I’m so glad I did because I received refreshingly excellent service that made me say, “Now that’s Beyond WOW!”

Amazon.com Chat

Click the image to see my chat conversation

6 things  impressed me and made me say “WOW!” 

1. It was a holiday (Memorial Day), and the Chat representatives were working. 

This was super convenient for me as a consumer on my day off.

Craft a Customer Experience that Leaves Customers Saying, “That was easy!”

This morning I was going through a junk drawer in my kitchen and I came across the “Easy” button from the Staples advertising campaign, “That was easy.” I remember being in Staples nearly 10 years […]

I checked-in to my hotel room from the plane – such a great self-service option

One of the things I help my clients do is find innovative and relevant ways to improve the customer experience through self-service options. I always notice when a company delivers a great self-service option that […]

Rethink Your Self Service Experience. Here are 2 Ideas from Target to Get You Started.

I was in Target yesterday and I noticed their nice self-service options. Need to quickly find a real person when you’re in electronics looking for a replacement charging adapter for your daughter’s Kindle Fire? No […]