Lea Ward
Lea Ward
Director at C.Note, a customer experience design & strategy firm based in Amsterdam. Active blogger & author of Trust Equity: How to create products & services that matter. Award winner IxDA 2012.
How Bol.com handles the Sint package that didn’t arrive in time
As we speak, all over Holland little kids are getting nervous. Because tonight, December 5, is Sinterklaas and the infamous "Gift Evening" when...
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...
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...
Looking for trust? First find your moral compass.
Let's be clear: if you're trying to channel 'trustworthy', as most contemporary brands are, then you should avoid shady sales techniques and dodgy dealings....
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...
How to make a wait something to wait for
Waiting for bags at Schiphol airport. Waiting can detract from an otherwise positive experience. The end of a Christmas vacation, an on-time flight home, ...
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...
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...
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...
Lessons from the Concertgebouw
What is a "customer experience"? As Maz Iqbal from the Customer Blog recently tweeted in reaction to the post on Dutch dikes, it's to...
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...
Unlock the context behind the customer: the power of ‘C.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...
How to keep up with your customers
It sounds so easy to design a great experience : Find out what customers want. Design a product to do that better than the...
Is the NPS really so simple?
The Net Promoter Score question or "NPS" (1) often seems mindlessly executed – at least from the customer point of view. Would I recommend...
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...