Tag: Customer Experience

I recently had my car serviced and left the dealership satisfied with the work and the interaction with the service advisor. But what followed...

TL;DR: Starbucks mobile ordering fails when store processes don't match customer expectations. Inconsistent standards--especially for Nitro Cold Brew--create confusion, delays, and frustration. Lean thinking...

TL;DR: Starbucks' mobile ordering problems aren't about the app or the baristas--they're about inconsistent processes. Store-to-store variation in pickup layouts, visual cues, and drink...

In recent years, healthcare providers increasingly want you to do an "online check in" prior to your appointment. I can see the benefits --...