Lea Ward

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 Sint & his helper Piet leave a big, burlap bag stuffed with presents on doorsteps of good little girls &...

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 the "Ministry of Good Taste", but it's for everyone so what I want is high quality – that we...

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 experience great. An experience like the Nespresso coffee experience scores A++ using the Experience...

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. Surely that's a given? Yet unsettling techniques persist in otherwise credible and legitimate businesses. Who's holding the moral compass in...

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 'Because'. As he points out, "people simply like to have reasons for what they do". "Because" answers the implicit...

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, fun movies on-board, and even no line at immigration. But what a downer to have to wait for what...

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 launch my campaign at Christmas". And why not? Clearly that's what other people do....

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 salesman, told her that it was from a bad production batch and that it should...

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 in our book, and we measure against it in our Experience Scan. I tripped over a...

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 "think/act holistically, entire customer experience – all of it!". And the Concertgebouw (Concert Hall) in Amsterdam, world famous for its acoustics,...

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 level. But how did this great experience come to be? Is it a miracle of engineering, a mastering of the elements...

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 Peppers, author of Extreme Trust, points out in a recent Fast Company article : Developing context-rich relationships with customers requires...

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 competition. Sell it. But what a customer wants from your product or service is not set in stone. As Loews CEO...

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 American Express on a conversation I never had? Or : …when checking out of a hotel. I gave them a 7...

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 received unflattering press (1). In short, if we'd asked the critics to do the Experience Scan, it seems...

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