A visit to the newly opened Rijksmuseum in Amsterdam makes one thing clear. The Director is a customer experience expert at heart:
“Look, here we’re... Read More
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
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
Waiting can detract from an otherwise positive experience.
The end of a Christmas vacation, an on-time flight home, fun movies on-board, and even no line at... Read More
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