5 min. read | January 27 - 2021
4½ books that are not about Customer Experience ...
... but which will still help you get better at it. My good colleague Else from marketing asked me t...
Customer Experience Insights
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Contact Nicholas Winther Skov: nvs@ennova.com
Customer Experience
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3 min. read | October 30 - 2019
The art of surveys in Paris
I am quite fond of art. Great art, for me, is when the artist knows his trade and his craft. During ...
Customer Experience
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4 min. read | October 30 - 2019
Standin’ on a Mountain Top
... song by Seals & Crofts. However, on this July day, the only music you can hear is the cling-...
Customer Experience
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5 min. read | May 04 - 2018
Avoid harmful KPIs with 3 tips from behavioral psychology
I am surrounded by KPIs. The infamous Key Performance Indicators.
Customer Experience
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7 min. read | March 14 - 2017
Three hurdles to your customer segmentation
I am a frustrated fan of customer segmentation - and I really do have to share my frustration with y...
Customer Experience
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4 min. read | September 20 - 2016
Time for an injection: Inoculate customers!
At time of writing this, I have never lost my baggage on a flight. 7-9-13. I have however come close...
Customer Experience
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4 min. read | March 15 - 2016
The customer comes first - if your employees are properly motivated!
I was in the middle of observing the staff at a Waitrose supermarket in London. On Gloucester Road. ...
Customer Experience
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4 min. read | December 10 - 2015
Can disruptions and customer focus go hand-in-hand?
A few months ago, I displayed some rather suspicious behavior in a number of carefully selected Brit...