Lessons from the Concertgebouw
What is a “customer experience”? As Maz Iqbal from the Customer Blog recently tweeted in reaction to the post on Dutch dikes, it’s to...
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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...
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Remember to keep up with customers
It sounds easy to design a great experience : Find out what customers want. Design a product to do that better than the competition. Sell it. But what a customer...
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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 Stedelijk Experience Scan in the spotlight
We were delighted to see that the Dutch national newspaper Het Parool published our story on the visitor’s experience of the Modern Art museum (Het...
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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