Apr 22, 2016 | Customer Experience
"commodities": goods or services whose demand is supplied without qualitative differentiation and whose price fluctuates according to the market (taken from Wikipedia). On a recent trip to Peru, we had the opportunity to visit the Malvinas market in Lima, very popular there as a...
Apr 11, 2016 | Customer Experience
As a brand, our goal will always be to persuade the customer to do something: to be interested in us, to buy, to recommend us, to stay... or to stop doing something: not to go to the competition! We had the opportunity to speak with Prof. BJ...
Apr 11, 2016 | Customer Experience
Being customer-oriented is today the mantra of all brands: to understand their needs, to know if they are satisfied, to get them to recommend us. This is the key to business success, as customers have "superpowers" and many options to choose from....
Mar 8, 2016 | Customer Experience
How little value are the packages of lucky grapes on January 2. Even at the price of 0.99 € they seem expensive. They are placed next to the cash register in case someone bites, but the supermarket salesman tells me that none have been or will be sold. No...
Mar 8, 2016 | Customer Experience
For those of us who work professionally in what is known as "customer experience management" or CEM, it is common to be asked the question "hey, ... what's customer experience all about?" ... and it is not always easy to convince the interlocutor.....
