One word improves the travel experience
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...
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When empathy doesn’t matter
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...
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What Dutch dikes teach us about customer experience
There’s a great experience going on all over the Netherlands : people are living, biking and ice-sailing, all at 3-22 feet below sea level. But how did...
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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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Lesson from Ghana : get out of the office
I recently read a useful article by Don Peppers about how small businesses can use “data” to improve their experience in the Amex Open Forum. And it...
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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