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...
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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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