Four ways to measure experience quality

Four ways to measure experience quality

Assessing the quality of raw materials, products or services is relatively easy. We can recognise a well put together product, for example, or spot when we’re receiving great service. And as a brand, its easy to predict and control how the quality of your products and...
Low-cost airlines: paying you to fly?

Low-cost airlines: paying you to fly?

WOW Air Founder and CEO, Skúli Mogensen, is used to disrupting an industry dominated by struggling flag carriers and regional low-cost carriers. His airline will fly you from Europe to North America for a few hundred dollars, and sometimes as low as $69. This...
Measuring customer effort: how hard can it be?

Measuring customer effort: how hard can it be?

The harder something is to do, the less likely it is that it will be successfully completed. Bad news if your customer’s successful completion of a particular process or transaction is important to your brand’s own goal. Like collecting revenue, raising funds for your...