• Taxi companies that now find their monopoly upended by Uber, which has app-ified and streamlined the world of single-passenger transportation. (Here, I discuss the Drybar customer experience in detail.) • Traditional optometrists who now have to go up against Warby Parker, which has simplified and socialized the process of buying frames. Apple, for example, reinvented itself as a brick and mortar retailer by borrowing customer experience practices from the hospitality industry, re-contextualizing them for retail and turning them into what we now know of as The Apple Stores. Micah Solomon is an innovation consultant and customer experience thought leader, customer service keynote speaker, trainer, and bestselling author.

Source: Forbes January 13, 2017 20:46 UTC