Customer experience measuring and management is the hot topic in service business. And rightfully so. Investing in customer experience has a major effect in customer satisfaction, customer loyalty and customer…

Kati Päivärinta

Messukeskus is Finland’s largest venue and hundreds of events and meetings are held there every year. When the number of visitors is measured in either side of a million, customer…

Kati Päivärinta

Very few of us can take in critique with a smile on their face. If we did that, we’d either be convinced that the person giving us feedback is wrong,…

Kati Päivärinta

The city of Tampere has measured the satisfaction of its citizens with Roidu feedback devices since 2014. The real-time and targeted feedback system has made giving feedback a natural part…

Kati Päivärinta

At times we should all pause at work and ask ourselves for whom are we doing this. Although our customer might concretely be close to our everyday work, it’s still…

Kati Päivärinta

The conversation had in the media would have you believe that all public health care customers are very unsatisfied with the service quality. It is true that waiting periods are…

Kati Päivärinta

Tulikivi, the fireplace manufacturer, was facing a challenge: How to collect sales leads effectively and continuously at stores, exhibitions and events and pass them for sales nurturing. They also wanted to find…

Ari Jussi Aura

Finavia, the Finnish airport operator, is constantly developing the services and infrastructure of Helsinki Airport which is ranked as one of the best airports in the world. Finavia’s Customer Experience…

Ari Jussi Aura

Tablets are more and more present in schooling as different educational institutions acquire thousands of tablets for their students. Just last spring, the City of Vantaa in the south of…

Jaakko Paalanen

As you may have seen, tablets are commonly used as stand-alone devices in stores. The content is usually static, which means  that the video, slideshow, or whatever is playing on …

Jaakko Paalanen