Articles filed underCustomer experience
What is not an experience today?
By Pierre-Nicolas Schwab •
With each trend comes a drawback; even in marketing. Look at the customer experience for instance. This concept does make a lot of sense and I firmly believe it is a source of success for all companies, whatever the business,…
Customer experience: CEO’s passion is essential
I'm just back from a week in New York where I followed a workshop on the management of Customer Experience at the Columbia Business School. From the work sessions with my colleagues we found out that the CEO plays an…
The energy drink market at SIAL 2010
One of the markets I discovered the amazing vitality of, was that of energy drinks. Basically, for me, the energy drink market was limited to Red Bull, Burn and a few alternatives which put millions of Euros in advertisement. What…
And what if Ryanair was a model of customer experience management?
By Pierre-Nicolas Schwab •
And what if Ryanair was a model of customer experience management? This is the somewhat provocative opinion developed by Bruce Temkin on his blog "customer experience matters". His conclusion resonates as a meaningful message: "A bad customer experience does not…
