Tag: Customer Experience
Car Dealer Service Departments: Stop Coaching the Score, Start Listening to...
I recently had my car serviced and left the dealership satisfied with the work and the interaction with the service advisor. But what followed...
Starbucks Mobile Ordering Chaos: A System Problem, Not a Barista Problem
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...
Why Starbucks Mobile Orders Are So Inconsistent (A Lean Look at...
TL;DR: Starbucks mobile orders feel inconsistent because the underlying process is inconsistent -- pickup layouts vary store to store, some locations follow outdated drink-timing...
Patient Frustration: Why Did I Bother Checking In Online Then?
In recent years, healthcare providers increasingly want you to do an "online check in" prior to your appointment. I can see the benefits --...
