Author: Hans Jürgen Schmolke


A barrier free customer journey

A barrier free customer journey

The customer journey offers several points at which customer experience can be improved. However, not all of these points are similar. It is important to get to know the character and potential of the situation. In the customer contact cycle, there are always highs...
The Clientarium

The Clientarium

There’s an aquarium in the middle of one of our favourite Vietnamese restaurants. When we are waiting for our food, I establish that I already know the fish. There are always the same six or seven. I can even differentiate between them. Sometimes I wonder how they see...