Having lived in the countryside all my youth and the last 15 years, I can say one thing: employees of a small town hardware store are a reference when it comes to getting advices on renovation. They have in-depth knowledge regarding structures, finishes, plumbing, electricity, painting, etc. They take their role seriously by asking questions to make sure they find the right part, the right … [Read more...] about The Fox and the Eel: A New Fable for Customer Experience
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The Smartwatch Buyers’ Journey
I am, at least most of the time, what we call an early adopter, a fan of new technologies. And I must confess that I have been a disciple of Apple since 1986. However, when the Californian company launched, with great pomp and glory, its first smartwatch in 2015, I was not immediately seduced, especially because of the low battery life. But when the 4th generation was announced last year, it … [Read more...] about The Smartwatch Buyers’ Journey
The IKEA Experience
This summer, IKEA opened a new store close to home with great fanfare. 4000 people lined up in the rain to be among the first to experience this momentous event. I visited the mythical store a few weeks later to understand the phenomenon and to try out the couches as mine were quite past their prime! I went with my wife to the IKEA store and the parking lot was filling up fast. Families, … [Read more...] about The IKEA Experience
Same Restaurant. Two Nights. Two Different Experiences. Why?
If I had not enjoyed my previous experience two years ago, I would probably have never gone back to a restaurant after a first meal this summer, a moment that was tainted by the nonchalant, even jaded attitude of a waitress. However, the next day, the experience was totally different. In fact, extremely positive and made it one of the best moments of my vacation. What explains this turnaround? … [Read more...] about Same Restaurant. Two Nights. Two Different Experiences. Why?
A question of trust
Would you trust a company that shows up at your home two hours after the fixed appointment, with an old rusty pickup truck? How about if the employee is dressed with stained clothes and leaves your home spitting on your land? Without trust, no business relationship is possible. I would say that without trust, no relationship, be it friendship, with your life partner, or in a work relationship, … [Read more...] about A question of trust