by Karen | Dec 19, 2008 | Articles
In these difficult economic times, customer loyalty is critical. How can you provide your users with delight and make them loyal to your brand? My friend’s car problem My friend called me this morning, “Hi, you won’t believe what is happening with my car.” He...
by Karen | Jul 31, 2008 | Articles
Observations of the numerous vendors encountered in Mazatlan, Mexico Tom Cruise is walking quickly through the mall of the future. The 3D avatars on the walls of the shops and signs are saying hello to him personally; they are modeling wares just for him; and they are...
by Karen | Mar 3, 2008 | Articles
What’s the impact to your bottom line when your customers switch loyalty to your competitor? What if you could understand why and be able to prevent it? My car story After 13 years and 180,000 miles my Toyota Celica convertible was starting to feel unreliable. I...
by Karen | Apr 7, 2006 | Articles
I am geographically dyslexic. I go up the elevator into my hotel room—and when I leave I invariably turn the wrong way to go back to the elevator. In building 10 at Microsoft I needed a guide to get me to and from the restroom after being lost multiple times! Then...
by Karen | Jul 7, 2005 | Articles
“Mommy, I’m NOT sitting on the toilet! It’s going to get me! NO, I’m not going to!” “It’s okay, Amanda. Look, I’ll go in with you and cover the laser beam so it won’t flush,” says Mom to her 4-year old. Automation is supposed...
