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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15 Sep 2015

TOUCHPOINT & FASHION RETAIL

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

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14 Jul 2015

LOST AND FOUND EXPERIENCE: AWFUL A PRIORI?

LOST AND FOUND SERVICES ARE A FUNDAMENTAL PART OF THE HOTEL INDUSTRY, TO NOT LET THE CUSTOMER OFF AFTER THE CHECK-OUT.

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12 May 2015

IF YOU MAKE ME WAIT, I GO TO ANOTHER PLACE

QUEUES AT THE CASHIER MAKE THE CUSTOMER EXPERIENCE IN THE POINT OF SALE UNSATISFACTORY

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29 Dec 2014

BUY… BYE! BYE!

IN THE AGE OF THE CUSTOMER IT’S IMPORTANT TO NOT CONFUSE THE MEANING OF CUSTOMER EXPERIENCE WITH THE MEANING OF SHOPPING EXPERIENCE.

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