Is the NPS really so simple?
The Net Promoter Score question or “NPS” (1) often seems mindlessly executed – at least from the customer point of view. Would I recommend...
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The new Stedelijk Museum: working towards the A+
The Stedelijk Museum in Amsterdam which houses the modern art collection has finally reopened after 8 (!) years in renovation. During the opening week, the museum...
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The NPS from a customer point of view
I stumbled upon this article “Do you trust your customer survey results“ in Forbes by Fred Reichheld and Rob Markey, the brilliant brains behind...
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ExScan – Mani Pedi in New York
How is the experience of getting your nails and toes done at a salon? I rated the Amsterdam salon I go to as a C -. So when vacationing in New York, I did a comparative Experience Scan. Here's how the NYC salon stacks up.
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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