Another week, another teamwork task. While driving to the yet another unknown location, we had a pretty good idea this time about what’s ahead of us. Since the staff was once again very secretive about what’s about to happen, we only had an option to guess. We had to put weatherproof clothes on and the...

We had our first ever customer experience gathering yesterday, together with one of our partners Recommy and our first customer, Telia, was also present! It was an amazing morning full of passionate people about customer experience. I can honestly say that I am very satisfied about the attitude in Estonia to improve customer experience. Personally, I...

Interpreting customer feedback beyond the NPS score can be a trickier task than you might think. Imagine this. You have composed a clever questionnaire with carefully worded questions. It presents tested categories for ranking between best to worst or fastest to slowest. You have added a box for free form comments that you dread to...

Ajujaht (or Brainhunt if translated directly to English) is the largest business idea competition in Estonia. As the people behind Ajujaht say themselves, this broadcast gives an opportunity for people to challenge themselves in trying to start a business in a supportive environment while also competing for the final places with the prize fund of...

My friend told me a story about his experience with a large bank. He logged in to their self-service to update his profile data. He just needed to change his postal address. Two weeks later this company sent him a new bank card by post to his old address. My friend was disappointed, though luckily...