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.

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

SECRETS OF SUCCESSFULL FRANCHISES.

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

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

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