While traveling in Portugal this summer, I used a lot of services such as Airbnb, Über, Lonely Planet, Tripadvisor, Foursquare and Happy Cow …
Service Design
How to turn a flight delay into a positive customer experience
As some of you know, we decided to leave cold and dark Finland for a month behind and enjoy warm and sunny Bali instead for the month of …
Customer Journey Management – Whats in It for Me?
Customer Journey Management is a rather new term that can mean many different things depending on the role of the reader. For some, customer …
Omni-Channel Customer Journeys
Is your goal to cross- and up-sell or to increase customer retention? A few years ago, the buzz word in the business environment was the …