A++ : The New Rijks – a museum experience to die for
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...
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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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Even a small Wow! makes a customer feel understood and catered to
One of the main tenets of our approach to CX is that great experiences come through understanding your customers. We practice it ourselves, we teach it as a technique...
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The new Stedelijk Museum: working towards the A+
The Stedelijk Museum in Amsterdam which houses the modern art collection has finally reopened after 8 (!) years in renovation. During the opening week, the museum...
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Travelling en famille: Heathrow vs Schiphol
Anyone who has been seated near a child on a long flight can attest to the fact that air-travel with children is difficult, but the experience for families extends well...
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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