
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.

15
Sep
2015
TOUCHPOINT & FASHION RETAIL
ITALIAN CUSTOMER INTELLIGENCE’S JOURNEY THROUGH THE TOUCHPOINTS OF DIFFERENT INDUSTRIES.

01
Sep
2015
CUSTOMER EXPERIENCE: WEAKNESS (OR STRENGHT…!?) OF A FRANCHISE
SECRETS OF SUCCESSFULL FRANCHISES.

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.

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

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.