Join me in Berlin on the CX Management Summit
Less than a month ahead, the 4th Annual Customer Experience Management Summit will take place in Berlin. The conference will offer a variety of speakers from telecoms, banking, airlines and hotels and...
View ArticleHave this pair of jeans your way
When every medium-sized website personalizes its content to each individual visitor, the real world can’t stay behind. This came clear to me when I strolled by the Levi’s Tailor Shop in Berlin last...
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Do signature elements stay crunchy over time?
Many brands have introduced signature elements into their customer journeys to differentiate themselves from the competition. Some of these elements are built around the core service proposition but...
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IKEA builds bridges between online and offline
Happy New Year! During the holiday break I paid a visit to the local IKEA store here in Essen. I was amazed, how well IKEA has tailored its (mobile) website to the needs of onliners planning to go to a...
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“Old” stuff revisited: The LEGO experience wheel
By accident I stumbled upon an article from Bruce Tempkin written in 2009 on the LEGO experience wheel. It reminded me that some tools we need for customer experience management are pretty down to...
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