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Companies have long emphasized touChpoints—the many critical moments when customers interact with the organization and its oferings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger—and more important—picture: the customer’s end-to-end journey.
Think about a routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls about the product and must
Continue reading The TruTh
Rattlestick kicks off its new season with «The Hill Town Plays», a five-play cycle by Lucy Thurber, which follows a woman’s life from her abusive, impoverished childhood in a small Massachusetts town to a successful writing career.
NIGHT LIFE THE VOICE
Earlier this year, Bobby McFerrin released the album «Spirityouall», a rootsy collection of spirituals, originals, and a Bob Dylan cover. Bobby’s show at Summer Stage is a family affair; it includes his daughter Madison, a singer.
ART DOMESTIC POLICY
MOMA owns masterpieces by Matisse and Picasso, but the first painting to enter its collection, in 1930, was by an
Continue reading THE THEATRE GETTING BETTER
Kepler space telescope
To date, a huge majority of exoplanets we know of have been discovered by the Kepler space telescope team. Launched on 7 March 2009, Kepler sits in an Earth-trailing orbit around the Sun. Before its launch it was considered possible that planets in the universe were rare. Now, however, its thought that almost every star plays host to at least one planet.
The telescope uses photometry to simultaneously observe thousands of stars. It watches for dips in the brightness of these stars as a planet passes in front, known as a transit, and measuring three of these
Continue reading The team that started it all
John Hannavy tells the story of the tail ship Glen lee , a three-masted steel-hulled barque, launched fully rigged in December 1896 and now a museum ship at the Riverside Museum on Point house Quay, Glasgow.
It must have taken quite a leap of faith, and a good deal of imagination, on the part of the Clyde Maritime Trust back in the early 1990s to believe that the abandoned and vandalised hull of Glen lee, which then lay in an all-but-forgotten dock in Spain, could become the centrepiece of a new maritime museum. But today, lovingly restored to her former
Continue reading The Tall Ship in Glasgow
He ran the Marlboro Yamaha Motocross Team from under his mum’s house in the 80s, was Australia’s No 1KTM dealer in the 90s and now channels years of race-team experience through his own performance workshop. This is the story of Ross McWatters …
I grew up in the 60s in Brisbane and was basically surrounded by motorcycling. Unfortunately, my dad passed away when I was two years old but he was already a prominent identity in the racing scene and my mum’s side of the family actually had a speedway track in Nudgee as well. Her family lived bikes; they
Continue reading THE SPECIALIST
Of all the British Blues Boom guitarists, Peter Green was perhaps the most mercurial and the most fascinating. Michael Stephens charts his astonishing run of creativity in Fleetwood Mac.
The so-called ‘Surrey Delta’ had its own trio of guitar stars in the ’60s: Eric Clapton, Jeff Beck and Jimmy Page. But for the best of the British blues explosion you had to also look a little further East, to London’s Bethnal Green. Peter Green was rarely considered part of the Clapton/Beck/Page coterie – he was two years younger than Page, for example – yet he was every bit their equal.
Continue reading THE Supernatural
A gifted architect will always design the open spaces of a building — the spaces mandated by local authority to be left open, such as setbacks, minimum uncovered area; the residual spaces between buildings; courtyards, parking, driveways, etc. — with the same precision, meticulousness, and painstaking detail, as the building itself. While most people can usually understand covered spaces, as defined by volume, shape, size, four walls and a roof, they are not so adept at evaluating the quality of that space which is not a finite structure. An irresponsible and lazy architect might dump his shoddy work onto a
Continue reading The spirit of Tara.
Designing a residence in Jodhpur was an interesting journey for Punebased architects Manish Banker and Shailesh Untwale of TAO Architecture Pvt Ltd, who set out to capture the spirit of the desert city in a contemporary idiom. Their design met modern living needs using local construction techniques and materials, rather than by transporting these from other areas.
‘We went to Jodhpur as students rather than as professionals,’ says Manish Banker of the initial trip he and Shailesh Untwale made to the desert city in response to Nisha and Satyendra Johri’s invitation to design a modern residence for them which would
Continue reading The Spirit of Jodhpur.
Enduring molten heat and fierce radiation, the Solar Orbiter aims to show us the Sun as we’ve never seen it before.
The Sun has been subject to detailed scientific scrutiny for decades now. The many filtered images from both terrestrial and orbital telescopes aside, NASA launched the Helios spacecraft in the mid-Seventies to enter an elliptical orbit around the Sun, Helios 2 achieving a world speed record (relative to the Sun) at 252,792 kilometres per hour (149,967 miles per hour).
The Helios spacecraft ceased transmitting data in 1985, however, so the European Space Agency is developing its own solar-orbiting spacecraft,
Continue reading The Solar Orbiter