by Colin Shaw | Mar 9, 2017 | Blogs, Customer Experience
We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth...
by Colin Shaw | Mar 7, 2017 | Blogs, Customer Experience
When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. There are...
by Colin Shaw | Mar 2, 2017 | Blogs, Customer Experience
Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. And no matter what you thought of the...
by Colin Shaw | Mar 1, 2017 | Blogs, Customer Experience
On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, I’m the new guy.” The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of...
by Colin Shaw | Feb 28, 2017 | Blogs, Customer Experience
Hotel giant Hilton recently dropped the H from its rewards program, replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to...
