“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...

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...

What’s Customer Experience?

Many companies approach business backwards. They think: “We want to make a profit. How can we get customers to buy from us?” When they should be thinking: “What can we do to WOW our customers?” To be clear, I’m not saying that companies...