Why Starbucks copies Nespresso
When is a customer experience superlative and how does it get that way? We use the Experience Scan, a tool to help companies understand and diagnose what makes an...
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
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...
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
