Tag Archives | customer experience

big brands that are impressing me lately

Starbucks

As I write this, I'm sitting in a Starbucks, eating a protein plate that consists of a hard boiled egg, two triangles of cheddar cheese, some apples and grapes and a slab of muesli bread with a honey peanut butter spread. I'm sipping my trusty soy chai latte, and best of all… I'm on the internet, for free.

I've been in Starbucks a little more frequently lately since my dentist sent me a gift card as a thanks for referring a friend.  While it will never be a substitute for one's favorite local coffee shop, I think they've made some great improvements to their customer experience:

1) Nutritional info. Calories are listed everywhere, on the menu, in the cold case. I'm not much of a calorie counter, but it does give you the option to make healthier choices.

2) Discounts and specials. If I buy a drink in the morning, they stamp my receipt with an invitation to come back in the afternoon for a $2 iced beverage. I've never gone back, but I've passed the coupon onto friends! They've also been tapping into the mobile market with coupons you can flash from your smartphone.

3) Free wireless. Did I mention free wireless? It's about time this was something freely available via this mega-chain. It's also nice to see their sign-in screen prominently featuring the City Year program – take a look.


Jcrew-logo

I'm not normally much of a J.Crew shopper. They don't make clothes for girls shaped like me. However, I have always liked their swim collection given their variety of sizes for all body types.  

This summer I decided to order … oh about 10 separate swim options.   A few things happened during my experience that I consider worth noting:

1) Great Customer Service. One of my items was missing from my delivery.  I called their customer service line and was quickly connected to helpful representative. I explained the situation, and no questions asked, she refunded my money for that item, then promptly placed a new order with free rush shipping so that I'd receive it in time for my vacation.

2) Easy Returns. As it turns out, after receiving all the suits, none of them fit how I liked, so I took them to their store. Even though they don't carry any swim, they take returns from any order placed online (unless it's a final sale).  My return was lightning fast. A scan here, a scan there. Everything was in their system, I didn't even need to swipe my credit card.

As an fairly infrequent patron of both of these brands, I'm glad to take notice of the positive changes that they've introduced into their customer service and experience.  It really does make a difference. Have you had any great brand experiences lately that surprised you?

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why i’m done with PhillyCarShare

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The truth is, I don’t want to be done with PhillyCarShare. I don’t have a car. I haven’t had a car since high school when I drove a beat up rusted out 1984 Jeep Cherokee that my Uncle Bill passed down to me. The thing had vinyl seats, was in bad need of a paint job, and once almost killed me by doing a complete 180 on suburban black ice. I thanked my lucky stars aplenty that there were no other cars on the road.

I really do wish I had a car, but I don’t want to make the financial commitment and I also don’t want to watch it get beat up by bad parallel parkers (of which I am one myself) or by the general wear and tear of city living. I’ve got a monthly transit pass that serves me very well, in addition to a large collection of comfortable shoes that I trek around the city on.

My PhillyCarShare trips have been rare. They’re usually tied to need as opposed to want. I need to go to Home Depot and buy X for my house, I need to buy a new X at IKEA, I need to haul something big that won’t fit in my friend’s trunk. It’s unusual for me to sign out a car because I want to have a car for the day. Why? Because it’s damn expensive!!!

When PhillyCarShare first started, they offered two plans. The Basic Freedom plan, which has no monthly fee, and the Advantage plan, which was $15 a month and recommended for those that regularly signed out cars (at least 2 trips a month).

I was content with my Basic Freedom plan, because I only signed out cars every few months, for those days when I would bundle a few necessary (i.e. need-based) trips in one day.  Without fail, each of these days was always stress-inducing because I’d try to reserve a certain amount of time and I’d typically cut it really close, to the point where I’d either have to extend my time in 15 minute increments or race back to the parking space as though I were running from the law.  It was not uncommon to return the car in the exact same minute it was due, leap out of the car and slap the fob onto the windshield with mere seconds to spare.

I might also mention that I was willing to pay a higher hourly rate on the Basic Freedom plan because my trips were infrequent, and being able to walk a few blocks in any direction and get a car was pretty darn convenient.

Just a week ago, I took a car out for a want-based trip. I drove to the shore for the day and had a blast, it was nice to just get out of the city.  But it wouldn’t be a typical PhillyCarShare trip without needing to extend the reservation, which I did at least once.  You might ask, why not just commit to more time up front? Well, if you decide to come back early, your money stays with PhillyCarShare as a credit towards your next reservation. That’s not that big of a deal, but maybe you just want your money to be … well, your money.

I am glad that my last PCS trip was a fun one, because unfortunately, I am now cancelling my membership. This past Friday at 5pm, all PhillyCarShare members received an email that the Basic Freedom plan was being discontinued and all members who normally pay 0$ a month, will be automatically bumped to a new plan (now the only plan), the Philadelphia Plan for $15 a month. Customers were given one week to cancel their membership.

Maybe $15 a month isn’t all that much money, but if you’re not making those two trips a month, it’s not really worth it. Many months, I’d be paying $15 for nothing. The truth is, I need that $15 to go towards the cab fares I spend every month.

Maybe I am just upset about PhillyCarShare’s failure to make me feel like a valued customer. Clearly one can assume that they really need a stronger financial commitment from their customer base, but if you read anything on twitter, most of their customers feel pretty disappointed and let down right about now.

PhillyCarShare, we liked having you as an option. We liked the way you reached out to us for so long with your happy hours and movie nights.  We liked your little green men and your use of hybrid cars and the opportunity to test drive Mini Coopers and Audis.  I know $15 isn’t a lot, but for some people it is, and you just took away our Basic Freedom.


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overthinking transit and change

The inspiration for writing about transit began when I made a point to notice this sign as I descended the stairs at the Tasker-Morris stop on the Broad Street Line last week: Exact fare only. The cashier has no change.

exact fare only

This is not a very friendly message. Since I have a monthly unlimited transpass, I can ignore that sign and keep moving. A few years ago, when I wasn't on the monthly plan, that sign used to anger me every day. Not only did this station require exact change, they did not have token machines either. Unless you're a seasoned rider, you would not know until you get to the cashier that the fare is $2. And if you had a $5 or a $20 bill, it didn't matter. $2 in bills or coins was all that would get you through that turnstile.

As I was pondering this frustration the other day, I realized (to SEPTA's credit) that in the years since I used to visit this stop regularly, they have gotten token machines! Yes, I have seen them many times, but it dawned on me that they did solve one part of the problem. Technically you don't need exact change anymore. If you have a $5 bill, you can put it in the machine and get a few tokens to be used for future trips.

But if you want to buy some tokens with all those quarters you've stashed for a rainy day, forget it! This machine does not accept coins.

this machine does not accept coins

Well SEPTA, you are trying.

I'm still holding out for NYC's MTA plan: MetroCards with declining balances that can be filled up at any station at any time, with cash or credit. Now that's convenient.

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streamlining processes / altering experiences?

I was having lunch with friends today at our local Chinese food establishment, enjoying a healthy rush of horseradish mustard on my egg roll and a tiny cup of green tea, when I took note that there were no chopsticks on the table.  There were napkins neatly rolled around 2 spoons and a fork, but no chopsticks.  I noticed that the waiters kept a small supply tucked in their apron pocket for those customers that prefer the more traditional bamboo eating implements. 

My awareness quickly turned into explanation.  There must have been a time when requests for silverware were more frequent, and most likely the restaurant was tossing unopened pairs of chopsticks into the trash on a regular basis. At least in the case of silverware, it can be easily washed and reused.  So I deducted that this is why there are no chopsticks on the table.

The whole encounter, trivial though it may have been, made me think about the small changes that can enhance an experience.   While in this instance, I was left wondering why something was missing, the operators of the restaurant are probably happy not to be so wasteful.

And finally it makes me think, what if there were only chopsticks on the table and no silverware?  I would be forced to use chopsticks and enjoy my meal in a manner that is not typical of my normal way of eating. I probably would have been more mindful of my food, the tastes, and the experience.

So did the restaurant get it right?  Discuss amongst yourselves.

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the wawa shorti

There are few things in life that you can count on, but one thing is for sure, Wawa knows how to make a good Shorti. What’s a Shorti, you ask? Only the most delicious and perfectly sized sandwich, made fresh to order, just for you, available 24 hours a day, 7 days a week. The Wawa Shorti is more than just a good meal, it’s a good experience.

From the moment you step right up to the touch-screen to enter in your order, adding your choice of ingredients, condiments and bun lengths (you might enter Junior or Classic territory during this step), you’re in total control. No need to confuse your sandwich preparer with your aversion to mayo, your need for salt, pepper AND oregano, or your wanton desire to have multiple cheeses. All of these requests can be handled through the in-store computer. Communication is crystal clear. You get a print out of your receipt and pay first if you so choose and wait for your magic number to be called.

Before long, you’ve got a custom-built sandwich expertly assembled with the finest craftsmanship, a perfect ratio of bread to filling, all wrapped neatly in a clean, crisp sheet of deli paper. What more could you ask for?

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