by Chris Kiess | Jul 10, 2018 | Customer Service, Design, User Experience / UX
We all saw the videos of David Dao being dragged from United flight 3411. An entire nation watched in horror at how poorly Dao was treated. United Airlines faced a major PR nightmare and tumbling stock prices in light of worldwide rage over the incident. It is,...
by Chris Kiess | Mar 20, 2015 | Customer Reviews, Customer Service, Featured, Words
I have realized something lately. My user experience is being ruined by reviews – for everything. This is exacerbated by the fact virtually nothing is exempt from being reviewed online today. The local Steak-N-Shake has a 3-star rating near my office. Who bothers to...
by Chris Kiess | Sep 12, 2014 | Customer Service, User Experience / UX, Words
As a designer, I find I have an uncontrollable urge to deconstruct things – to reverse engineer both things that work poorly and those that work extremely well. The stuff that falls in the middle usually escapes my scrutiny. This could be due, in part, to...
