Service

Real Reason Shoppers Are Not Returning

Malls are closing. Retail stores are fighting to stay afloat. Analysts expect that more than 6,000 stores will close in 2019. More than 40,000 employees are expected to be laid off. The blame is often cast on the new digital retail experience. Yes, the way a consumer shops is radically different than even just a few years ago, but consider ...

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Service Redesign – Lost T-Mobile Smartphone

Service Redesign - Lost T-Mobile Smartphone

Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of...

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Is Your Business Silly or Innovative?

We get used to silly, nonsensical things... or do we? I am flying out of Phoenix tomorrow and received an email from American Airlines to remind me to check in. Click here, the message says and I do. It tells me that I have come to the wrong website and the flight is being managed by their recently merged partner US Airways, so I have to click to go to the US Airways website...

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