Experience Blog

The Ethnography of Experience

Posts tagged racism
Race and Customer Experience

Customers are not only made and lost, they are also constructed and deconstructed in the point of contact. Watch Gary give a talk at the American Sociological Association meeting (appropriately in Philadelphia, home of the Starbucks incident) about how race factors into customer standing. Using cell phone footage posted online, he explores what can happen when a person's skin can become more important than his or her standing as a customer. 

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