How Bol.com handles the Sint package that didn’t arrive in time
As we speak, all over Holland little kids are getting nervous. Because tonight, December 5, is Sinterklaas and the infamous “Gift Evening” when Sint...
Read MoreAs we speak, all over Holland little kids are getting nervous. Because tonight, December 5, is Sinterklaas and the infamous “Gift Evening” when Sint...
Read MoreA 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 MoreWhen 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 MoreLet’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 MoreI 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 MoreWaiting 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 MoreHypothetical 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 MoreLilian 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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