customer experience — Writings

The Decade's Most Innovative Experience Company...Sells Pizzas?

“…The unlikely story of how a struggling pizza brand re-focused on innovating the customer experience and radically reinvented itself.”

CX, design, innovation, hospitalityAddison HooverAugust 29, 2018customer experience, design, innovation, technology

One Night Standard is Dead! Long Live One:Night!

"...Launched in 2015, The Standard and its leadership had chosen to wade into perilous territory others had avoided. As first-movers in the same-day booking space like the aforementioned HotelTonight (mobile) and Priceline (online) took market share, only The Standard chose to directly give their consumers their unique take on same-day bookings."

CX, hospitality, innovation, mobile appsAddison HooverMay 17, 2017hospitality, design, customer experience, service, hotels

Amazon // Delta // Bonobos: Outsiders Influencing the Banking Toolkit

"...as I look for examples of really polished consumer experiences, I need not look further than the likes of Amazon, Delta, and Bonobos. Within each, an approach that recognizes the value of both a digital and physical experience arises in fluid concert."