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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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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Observing 83 women biking in the rain
What do customers want? Companies sometimes forget to ask this simple question. They assume they know. But what a customer wants can differ from what a company...
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Apple chooses competitor over customer
That Apple’s new Map app doesn’t work, is well established. David Pogue summarised it neatly. Maps is an appalling first release. It may be the most...
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ExScan – the Nespresso experience
A++ Nespresso is one of the few end-to-end experiences that hits all the right buttons for the coffee lover. Where (like Philips & Douwe Egbert's Senseo machine) places an OK coffee maker on our counter, Nespresso brings a Starbucks-like experience into our home. And all only for.....$0,45 cents per cup!
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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