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Posted by on Mar 12, 2013

Why Starbucks copies Nespresso

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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Posted by on Dec 6, 2012

When empathy doesn’t matter

When empathy doesn’t matter

  Lilian recently got a brand spanking new Lenovo. But it was a lemon. After hours trying to fix it, she took it back to the retailer, Paradigit.  Jack, the...

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