How to make a wait something to wait for
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
Unlock the context behind the customer: the power of ‘Customer Groups’
Many companies want to deliver an experience that is considerate of a customer’s situation and needs. This is a great idea, as Don Peppers, author of...
Read More
How ‘waiting in line’ can boost an experience
We observed over 100 lines and interviewed 50 people to find out how to make a "better" line.
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....
Follow
