Why Starbucks copies Nespresso
When is a customer experience superlative and how does it get that way? We use the Experience Scan, a tool to help companies understand and diagnose what makes an...
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What Dutch dikes teach us about customer experience
There’s a great experience going on all over the Netherlands : people are living, biking and ice-sailing, all at 3-22 feet below sea level. But how did...
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Remember to keep up with customers
It sounds easy to design a great experience : Find out what customers want. Design a product to do that better than the competition. Sell it. But what a customer...
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Observing 83 women biking in the rain
What do customers want? Companies sometimes forget to ask this simple question. They assume they know. But what a customer wants can differ from what a company...
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ExScan – the Nespresso experience
A++ Nespresso is one of the few end-to-end experiences that hits all the right buttons for the coffee lover. Where (like Philips & Douwe Egbert's Senseo machine) places an OK coffee maker on our counter, Nespresso brings a Starbucks-like experience into our home. And all only for.....$0,45 cents per cup!
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The considerate design of a Dutch hot tub
Floris Schoonderbeek’s original hot tub heats itself with a wood fire and coils. Design details show thought about use : a spigot on the outside that can attach...
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Translating customer signals in Kindle Fire design
Jakob Nielsen reminds us of the importance of translating a customer's actions into meaningful input.
Read MoreThe ExScan: The Stedelijjk Museum
On its way to A+
During the opening week, the museum received unflattering press. In short, critics mostly gave it a C-.
Perhaps not the best of starts, if it weren't for the fact that the museum is selling like hotcakes, and everyone's going.
So we interviewed 40 visitors about their experience and in terms of function, over 85% of those interviewed gave it an A or a B....
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