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....
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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...
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Trust, Instagram and Christmas shame
Hypothetical question: if you wanted to make your PR mark on the year, when would you choose to do so? I can imagine many of you mouthing the words: “I’d...
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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...
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Unlock the context behind the customer: the power of ‘Customer Groups’
Many companies want to deliver an experience that is considerate of a customer’s situation and needs. This is a great idea, as Don Peppers, author of...
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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