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...
The Jekyll and Hyde business model

The Jekyll and Hyde business model

Every company has a business model, whether their customers want it or not. This is because there is always a reason behind a customer choosing one product over another. However, the business model is defined differently from an inside perspective, due to the...
Service beats customer

Service beats customer

On a business trip in Brazil, I woke up one day and saw on the display of my mobile phone a message from my provider: ‘In our company the customer is the boss! Our customers work together with us and we react immediately. Try it. Here is the link to our Messenger for...