Customer expectation graphs

Inspired by Vonnegut's story graphs, I've created some graphs demonstrating different types of  experience when signing up to a new service. The graphs show expectations set by marketing prior to becoming a customer and the ensuing impact on their satisfaction based on the actual service. The dotted black line in each graph represents the point… Continue reading Customer expectation graphs

To LOL or not to LOL

Lol (laugh out loud) is an acronym used prolifically across the internet and in text messages. According to a nationwide survey, 61% of us regularly use LOL in text messages but only 9% have ever actually LOLed because of something they wrote in a text.  So why do we use it so much? The reasons… Continue reading To LOL or not to LOL