Customer Experience explained to your friends: the restaurant metaphor

Restaurant is Experience.

We concede it: you do not need to tell all your friends what Customer Experience is. However, we wrote this post because lots of people ask around us, including many in the process of launching a business online [Ed. Note: it usually comes when we tell we are building an analytics software for User Experience]. Our idea with this article is to make Customer Experience more comprehensible to everyone working on his own business (online or offline), by transposing situations people may experience in their everyday life, to the online world. Continue reading →

Aficionado is the new hater. And it’s great.

Aficionado is the new hater.

Using social networks to express negative feedback is nowadays a widespread behaviour. It is easy and convenient for everyone to protest on some bad experience directly to the brand’s face on a public social tribune like Twitter or Facebook. But as last years were the rise of haters and trolls, we can see today the appearance of new types of interactions when people are unhappy -or insufficiently happy- with their favourite brand or service. Feedback get more and more wise and argued. No, look! Sometimes this feedback is not just feedback anymore, but ready-to-deploy solutions describing how it is possible for you as a brand to improve customers’ experience. Does this ring a bell? From a product point of you, what your customers are offering you at this moment are UX recommendations.

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