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 me. Do they recognize me? How do they see the restaurant’s guests and workers? How do they look at the TV, which is on the whole time? How do they experience the picture of their whole world?

Remembering the experience of the customer journey

Pardon me? Triple linking words is too much for my brain to handle, so I’ll quickly forget about it. Forgetting things seems to be a way of filtering our experiences. You can’t remember everything that happens to you as time goes by, some things however stand out. Behavioural psychologists differentiate between the “experience-me” and the “memory-me”. The first one is distinct in the context of daily life and experiences. The second one reacts and decides what is important or worthwhile remembering.

The supplier journey: fear, excitement, frustration

A lot of initiatives aimed at activating and surveying customers fail because they actually fear them. Sometimes a bad conscience pervades. Small and easily solvable mistakes, might become public. It’s unclear which direction the customer is coming from, and how much they actually know, when they reply; especially if they have never been asked anything by you before. The mood will range between supporter and opponent.

The internet of providers

CeBit 2016 robbed me of one of my illusions. I always thought the Internet of Things (IoT) meant that my washing machine would talk to me. Now however, I have learnt that my washing machine speaks with my provider, and I’m the last one that knows anything about it. What they speak about, I have no idea, but I do know that the provider knows when I do the washing and how often. They don’t know however, when I have to change the pump, so that the machine doesn’t break down.