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A "Starbucks Approach" to Automobile Experience Design

There is an old case study which details a regional train system’s efforts to increase customer satisfaction. The engineers and consultants tasked with this job focused on increasing the efficiency of the train by making efforts at getting from point A to point B faster. Through weeks of study and analysis, the team tasked with the job tweaked various aspects of operations as best as they could, but realized they could only achieve a marginal increase over the current pace of the train. Plus, enacting the changes they found could shave a few minutes off of travel time, but would only be realized with significant investment to institute the proposed changes. In an incredible moment of underst

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© 2020 by Sid Ramnarace

Photo Credits: Ford Motor Company, Lifetime Brands, Bonhams, Ramnarace New York