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« MediaPost Publications - Statement Issued To Press By Julie Roehm - 03/30/2007 | Main | Love Those Corporate Rules »

April 03, 2007

Comments

Adam

How right you are.

Last year I was on a German train when someone who was losing in a punch-up pulled the emergency brake.

Shock! Squealing metal, people almost falling down, cries of alarm!

The police had to be called, and the train did not move for 45 minutes. In this time no-one told us what had happened - but there were plenty of passenger theories, from mechanical failure, to suicide, to terrorist attack.

Eventually the story filtered back through the train, and people relaxed. But what an appalling customer experience, which a few words over the intercom could have relieved.

Adam
experiencedesign.de

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