Subjective Quality

Customer Experience is a topic for the future. It is developing very strongly with the progress of internet technologies and their entry into our lives. The fundamental goal of Customer Experience is to offer customers a more pleasant or perhaps a more exciting world of experience. This applies as much to customer service as for marketing and sales as it of course does for the product itself. In this respect, Customer Experience Management is a management technique, which affects all areas of the company.


Part of the family

Part of the family

We all have our favourite brands. These are closer to us than all the other mostly uninteresting ones. A product and brand are able to direct how far consumers identify with them. One variable could be “you are an important part of my life” or even better “you are...
Could we do it? Should we do it?

Could we do it? Should we do it?

To track the customer journey, the customers’ contact cycle must be extend regularly over several stations. First there is contact with the provider, then the website, then social media, mobile platforms, price comparison, then at some point, a visit to the shop. All...
New Technology in the Customer Era

New Technology in the Customer Era

First there was the Era of Industrialisation, then came Distribution, Marketing, and Information. We currently find ourselves in the Social Media Era – The Customer Era. This theory, which comes to us from advisers, has many things going for it and we can extend...
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...