Wednesday, November 16, 2011

Visit my new site!

Please visit Experienceology for blog posts from now on.

The blog archive will remain here for your reference.

Monday, October 24, 2011

Bathroom Blogfest 2011

Yes readers, it's that time again. Time to celebrate the wonderful world of bathrooms and how they relate to great customer and visitor experiences.

Below you'll find the list of bloggers who are writing about a variety of bathroom experiences, and how they are integrated into great brands.

Please do check out all of their blogs this week to read and learn more. And special thanks to C.B. Whittemore for keeping the tradition alive, and Susan Abbott for designing this year's logo, again!

I have photos, lots of photos.

 THE perfect solution for glossy museum buildings with poor wayfinding: gobos!
 A high shelf for extra paper...

NameBlog NameBlog
Susan AbbottCustomer Experience Crossroadshttp://www.cust
Paul AnaterKitchen and Residential Designhttp://www.kitchenandresi
Shannon BilbyFrom the Floors Up
Toby BloombergDiva Marketinghttp://bloom
Laurence BorelBlog Till You Drop
Bill BuyokAvente Tile Talk
Jeanne ByingtonThe Importance of Earnest Service
Becky CarrollCustomers Rock!
Katie ClarkPractical Katie
Nora DePalmaO'Reilly DePalma: The Blog
Paul FriederichsenThe BrandBiz Blog
Tish GrierThe Constant Observer
Elizabeth HiseFlooring The Consumerhttp://flooringtheconsumer.b
Emily HooperFloor Covering News Blog
Diane KazanUrban Design Renovationhttp://blog.urbandesignrenovat
Joseph MichelliDr. Joseph Michelli's Blog
Veronika MillerModenus Blog
Arpi NalbandianTile Magazine Editors' Bloghttp://www.tile
David PolinchockPolinchock's Ponderings
Professor ToiletAmerican Standard's Professor
David Reich my 2 cents
Victoria Redshaw & Shelley PondScarlet Opus Trends
Sandy RenshawPurple Wren
Bethany RichmondCarpet and Rug Institute Bloghttp://www.carpet-and-r
Bruce D. SandersRIMtailing
Paige SmithNeuse Tile Service blog
Stephanie WeaverExperienceologyhttp://experienceology.blogspot.
Christine B. WhittemoreContent Talks Business
Christine B. WhittemoreSmoke Rise & Kinnelon
Christine B. WhittemoreSimple Marketing Blog
Ted WhittemoreWorking Computers
Chris WoelfelArtcraft Granite, Marble & Tile
Patty WoodlandBroken Teepee
Denise Lee Yohnbrand as business bites

Thursday, October 06, 2011

Steve Jobs: Failure to conform

30 years ago, I was cutting and splicing 16 mm film by hand wearing white gloves. The process was called "conforming." You had to cut the original negative, and if you got a fingerprint on it, it's ruined.

You have a print made of the original, called the work print, and you edit the film, cutting each section, taping it together, running it by hand through a reel-to-reel setup. Once you're happy with your work print, you conform the original film to it. It's an expensive and enormously time-consuming process. At that time, making a film cost, at a minimum, $10,000 a minute.

The whole class would be laboring on their films, disappearing into tiny, hot, dark rooms to work. We'd come out for air, light, coffee, and ask each other, "Are you finished? Have you conformed?"

I didn't end up working in the film industry. But I made this film in iMovie on my MacBook Pro. In about 30 minutes.

I talk to a loved one almost every night through iChat.

I shot this time-lapse sunset on a beach in Hawai'i on my iPad.

I edited this podcast in Garageband. It's available on iTunes.

The iPhone I carry in my back pocket is more powerful than all the computers I used from 1984 through 2010. Together. (Okay, I made that up. But it's probably true.)

Thank you Steve Jobs, for not conforming.

Wednesday, September 07, 2011

The Verizon iPhone customer experience

I waited until the iPhone was available from Verizon, and was impressed with the step-by-step instructions I got all along the way, from a "here's what to expect" guide, to shipping updates, to follow-up afterwards.
I would love to see museums adding this level of welcome to membership programs.

Wednesday, August 31, 2011

Storie Shop in Paris: The ideal retail experience

Yes, that's a strong statement. And of course, it wouldn't be everyone's ideal retail experience. But let me tell you why I loved this shop so much (and spent so much money in it).
 Lovely signage and appealing merchandise, things I had never seen anywhere else, led me in. It turned out that the shop had just opened that weekend, and the owner was still setting up, waiting for merchandise, and figuring things out. We didn't care, returning three times before we found them open.
 She has an innate knack for display, using found objects in a truly creative way.
 I loved how the objects were juxtaposed in seemingly random ways. For me, it worked.

 I loved the little stories she wrote on each tag.

If you're in Paris, you don't want to miss this store! It's near Blvd. Montparnasse in the 6th, about 2 blocks from the Vavin station (M├ętro line #4), 20 Rue Delambre.