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

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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