Looking for trust? Use your moral compass.
Let’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 More
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...
Read More
Even a small Wow! makes a customer feel understood and catered to
One of the main tenets of our approach to CX is that great experiences come through understanding your customers. We practice it ourselves, we teach it as a technique...
Read More
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...
Read More
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...
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
