Lessons from the concrete jungle: What my dry cleaner can (and can’t) teach us about the importance of customer experience.

March 31, 2010

The most powerful union in Manhattan is not the Teachers Union or the Transit Workers Union. It’s the Dry Cleaners Union. I have reached this conclusion based on the observation that they all seem to close at 7pm, while every other shop in the city, no matter whether it sells coffee, sunglasses or sandbags stays open later. This has never really bothered me until last week when I was asked to go to a meeting in London unexpectedly. On my way home to pack for the trip, I realized I didn’t have many clean shirts and since it was past the 7pm deadline I was going to be stuck with whatever I had in my closet…

dry-cleaner

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Search for the World’s Greatest Sales Person Begins

March 28, 2010

wgsp_logoredseal

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Lessons from the concrete jungle: Yellow cabs and the art of tipping… and some follow-up evidence

March 24, 2010

A few people have contacted me asking if there was any evidence to support my last post, which is a very fair question.

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Lessons from the concrete jungle: Yellow cabs and the art of tipping

March 8, 2010

Yellow cab rides in New York are the source of many things. Unfortunate smells, Funny anecdotes and near death experiences are just a few of them. What I hadn’t realized until I took two rides last week is that they are also the testing ground for behavioral economics theory as well.

stuck

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