Journal

Get an insight into our work and key topics.
Article
Let´s get emotional, baby!
Article
Data Science 2.0 – From Big Data to Smart Data with Customer Science
Article
Design principles – a question of perspective.
Case Study
E.ON: The ‘Brand Ambassador’ Programme
Article
Generation XYZ – More than just clumsy stereotypes?
Article
Customer Experience Studie – Internetanbieter 2021
Article
It’s that time of the year again …
Article
Don’t get blinded by the data
Article
All that glitters is not gold!
Article
Act savvy during the crisis and emerge as winner
Article
How dare you? You stole my time!
Article
Decoding CX – can you measure it in Euros?
Good Read
The Power of Design

An interesting article about the company that fundamentally changed the way companies innovate. IDEO.

Source: Business Week, 2004
Good Read
Understanding Customer Experience throughout the Customer Journey

Katherine N. Lemon and Peter C. Verhoef get to the heart of what really influences customer experience.

Source: Journal of Marketing, 2016
Good Read
A Longitudinal Examination of Net Promoter and Firm Revenue Growth

Timothy L. Keiningham et. al find evidence in their research that the Net Promoter is actually not a superior predictor of growth.

Source: Journal of Marketing, 2007
Case Study
Trei Real Estate: Shaping a unique brand
Article
What’s next? The future of human-centered design
Article
Customer relationship – what’s love got to do with it?
Case Study
E.ON: Establishing a customer-centric innovation process for Germany
Article
How customer-centric is your organisation – the customer centricity check
Article
How the big consultancies struggle for relevance
Article
The Net Promoter Score – more than a metric?
Article
Customer Segmentation – What it is and what it is not
Case Study
bauma: digitalisation of the business model with open innovation
Article
Market segmentation in B2B
Article
How the GDPR will affect your company
Article
Market research – shrink costs, maximise results!
Good Read
Know Your Customers’ “Jobs to Be Done”

In their article, Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan present an interesting framework for decoding consumer choice and successful innovations.

Source: Harvard Business Review, 2016
Good Read
Design Thinking Comes of Age

Jon Kolko sheds light on the popular approach once used primarily in product design and how it is increasingly infusing corporate culture.

Source: Harvard Business Review, 2015
Good Read
Reinventing Organizations

In his book, Frederic Laloux describes the unusual best practices of modern organization design and leadership models.

Source: reinventingorganizations.com