1984 or the Jetsons?

Amazon has been in the news a lot lately and for good reason. The more I read about the company and its leadership the more it becomes clear that they have not read the rule book. This is what makes Amazon so disruptive.

As a concept and a platform there is no segment of the economy that it will not or cannot touch. A truly frictionless customer engagement platform could change the way that non-profits operate. The announcement that Amazon will release a smartphone is just noise.

Apparently Customers Want to Be Treated Equally… So They Tell Me

Apparently Customers Want to Be Treated Equally… So They Tell Me

Last week my colleague, Jocelyn Chipman, shared a story about her experience when online shopping. Amazon.com went the extra mile to wow her. But what about the in-person experience? What do consumers expect when they are experiencing face-to-face customer service? For these answers, I went to Dallas-Fort Worth airport — the world’s ninth-busiest airport in the world when it comes to passenger traffic — and asked some travelers.