19 Jun 2018

IF YOUR COMPANY WAS A PERSON

Customer Experience and brand promises.

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20 Sep 2017

WAITING FOR STARBUCKS: THE FIRST ITALIAN STUDY OF FAST CASUAL

What is Fast Casual? Which brands are succeeding in this segment and why? Find out the secrets of the trend that is taking over the world, starting from Starbucks.

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11 Apr 2016

SUGGESTIBLE PEOPLE WANTED

THE NEUROTEST FOR CUSTOMER EXPERIENCE’S PROTAGONISTS.

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21 Dec 2015

SENTENCES THAT KILL THE CUSTOMER EXPERIENCE

SOME WORDS OF WINSDOM UNCOSCIOUSLY AGAINST THE CUSTOMER EXPERIENCE.

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01 Dec 2015

THE IMPORTANCE OF A CUSTOMER TOUCHPOINT MAP

TO NOT RECOGNIZE THE DIFFERENT POINTS OF INTERACTION BETWEEN THE CLIENT AND THE COMPANY THREATENS THE CUSTOMER EXPERIENCE.

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16 Nov 2015

STURBUCKS AND THE FRAPUCCINO THAT CREATES ANGER MANAGEMENT ISSUES

STURBUCKS STORE IN NEW YORK CITY, AN EMPLOYEE HAS LOST CONTROL AFTER ONE CLIENT FORGETS TO PROVIDE HER NAME TO PUT ON A CUP. FEW HOURS AFTER THE FACT COMMENTS OF RUBY CHEN (THE CLIENT) ARE ALREADY ON FACEBOOK.

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19 Oct 2015

RESTAURANT EXPERIENCE STRATEGY FOR HAPPY AND LOYAL CUSTOMERS

DETAILS OF THE RESTAURANT EXPERIENCE CONQUER CUSTOMER LOYALTY AND POSITIVE WORD OF MOUTH.

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01 Oct 2015

THE CUSTOMER EXPERIENCE IS A JOURNEY, NOT A DESTINATION

THE SUCCESSFULL JOURNEY OF THE CUSTOMER EXPERIENCE ACCORDING TO ANNETTE FRANZ.

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15 Sep 2015

TOUCHPOINT & FASHION RETAIL

ITALIAN CUSTOMER INTELLIGENCE’S JOURNEY THROUGH THE TOUCHPOINTS OF DIFFERENT INDUSTRIES.

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