A visit to the newly opened Rijksmuseum in Amsterdam makes one thing clear. The Director is a customer experience expert at heart:
“Look, here we’re... Read More
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... Read More
Let’s be clear: if you’re trying to channel ‘trustworthy’, as most contemporary brands are, then it’s best to avoid shady sales techniques.... Read More
I recently gobbled up Gregory Ciotti’s wonderful post The 5 most persuasive words in the English language.
It’s no surprise that word number 3 is... Read More
Waiting can detract from an otherwise positive experience.
The end of a Christmas vacation, an on-time flight home, fun movies on-board, and even no line at... Read More
Hypothetical question: if you wanted to make your PR mark on the year, when would you choose to do so? I can imagine many of you mouthing the words: “I’d... Read More
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... Read More
One of the main tenets of our approach to CX is that great experiences come through understanding your customers. We practice it ourselves, we teach it as a technique... Read More