“Not A Lot Of People Know About It”

I once heard an employee from a large corporation (whose name rhymes with Zain) boast about some services customers can access with their mobile phones, including a data usage summary. The group he was talking to was impressed, and said that they didn’t know...

You Snooze…

I’m not sure if there’s an actual mobile application that offers this feature, but I saw this idea on 9GAG and thought it was brilliant. If you’re not familiar with the history of the snooze button, it was invented by the Devil to make us sleep...

User-Centric Road Signs

I recently posted a picture of my business card on Instagram, and as is often the case, I was asked: “What the hell is it that you do?” (Except for the hell bit) Customer experience is still not a common expression, and user experience design is not a...

My Experience with Volvo’s Kuwait Dealership

Below is an email I wrote to Volvo after tolerating a horrible service from their Kuwait dealership over the span of several months. My car was entered for servicing late October 2012, and I have yet to receive a decent update about its condition. But that’s...

How NOT To Respond To Negative Feedback

I created this blog because I believe there’s a lot of room for improvement in how companies treat their customers, and that a focus on the customer experience will serve both the company and the customer. But I didn’t realize how badly some companies need...