La notion d’expérience client s’est développée initialement dans le monde des services ; elle est aujourd’hui pertinente quel que soit le secteur ou la cible. En B2B, la « servicisation » des modèles d’affaires – qui consiste à passer du produit à la solution en ajoutant une palette de services – est une tendance forte […]

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Ikea is now making furniture that doesn’t require any tools to assemble. One of the reasons why? The company says younger generations aren’t that good with tools.

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KLM’s dedicated Lost & Found team at Amsterdam Airport Schiphol is on a mission to reunite lost items as soon as possible with their legitimate owner. From a teddy bear found by the cabin crew to a laptop left in the lounge. Locating the owners can sometimes be a challenge, so special forces have been […]

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KLM Meet & Seat, a new service to meet interesting passengers on your flight. Find out more about KLM Meet & Seat

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Customers want to feel what they buy is authentic, but “Mass Customization” author Joseph Pine says selling authenticity is tough because, well, there’s no such thing. He talks about a few experiences that may be artificial but make millions anyway.

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Forbes.com contributor and communications coach, Carmine Gallo, learned 7 valuable customer service lessons in a day with Richard Branson and the Virgin America team.

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Parler aujourd’hui de satisfaction client, de qualité de service ou de rapport qualité / prix semble à la fois terriblement actuel et terriblement daté !

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La révolution expérientielle, initiée au tournant des années 1980 par Morris Holbrook notamment, a profondément impacté la manière dont sont définies les offres et dont se conçoivent aujourd’hui les marchés. Ce tournant a progressivement touché la recherche française en marketing et conduit à remettre en question la vision que l’on avait du comportement du consommateur. […]

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Great People of Tomorrow, The 13th magnificent edition of Tomorrowland came to a beautiful end. More than 200 nationalities wrote their unique story in this first chapter of The Elixir of Life. Friendships arose and created wonderful memories that will last forever… Relive all these magical moments and enjoy the Official 2016 Tomorrowland Aftermovie.

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