Gregory Robleto

customer experience

Google saves custom ranking across similar searches

Currently on the Google search results page there is an option to custom rank the results to your own preferences (hat tip to TechCrunch for pointing it out). I couldn’t initially see the user value, because if I know I like a specific site, like delshakes.org I will just go to it directly instead… [more]

Why isn’t RedBox in the Metro?

I have seen the RedBox DVD rental kiosks popping up in a lot of places, most conveniently in my local Giant grocery store. It is convenient because when I am getting groceries I can pick up a movie, but it’s also inconvenient, because it requires a special trip back to Giant the following day… [more]

The Truth about the Chevy Chase All Access Check Card

It’s amazing what you can do with spin. Chevy Chase Bank is promoting a major deficiency as a feature of the All Access Chevy Chase Check Card. The latest promotion leads you to believe they are simplifying your life by putting all your bank accounts onto one piece of plastic. They equate it to being… [more]

Old Town Alexandria’s Trolley is great for tourists

When you get off the Metro at the bus depot at King Street station, there are six bays which have 2-3 bus lines that stop at each. The locals surely know where they are going, but what about the tourists getting off the Metro who can not or will not walk the 18 block to… [more]

Is ESPN Zone ripping us off?

I had two cards with points from the ESPNZone, one with one single point, the other with 74 points. I asked the clerk to merge the two cards together. He stated that was impossible. I submit that that is technological impasse is rather convenient for ESPN.

Because, I can not move that one… [more]

How to Handle a Q and A

The founding brothers where I work used to have their own weekly call-in show on NPR where they learned the art of answering the caller’s question:

Keep it brief,
Answer the question and
Move on.

Their reasoning was that whatever question a single individual brings to the table is typically relevant only to that person and a handful of… [more]

One number at GrandCentral

For years, my Delaware Shakespeare Festival had a central phone number, but did not have a central office or operator. So many calls got lost or responded too well too late. It was an unfortunate shortcoming that we could not find a (cost free) means of forwarding that one number to a different or even… [more]

Metro Center Macy’s – Putting the Customer Out on the Streets

In Macy’s at closing time, I headed for the exit that goes directly into the Metro Center station, only to find a locked door and a guard telling a confused tourist “The Metro’s closed.”  ( I assured the now frantic woman that the Metro was actually still quite open, that this guard had simply locked… [more]

DelDot’s 5th Lane website need repair more urgently than the highway.

Traffic on I-95 in Delaware has always been surprisingly terrible, made worse by the fact that you have to pay a two dollar toll for the privilege. So, when driving home from Delaware yesterday, I was excited to see this billboard:

DelDot is stepping up to improve the experience, dial down the congestion. I am… [more]

Worst Buy

Best Buy is being scrutinized for allegedly maintaining an Intranet website that completely mirrors bestbuy.com but without the deals and with marked up prices. The use of this site was by store clerks who are confronted with a customer who states that they saw a better price online, and wants to enact Best Buy’s lowest… [more]