by Colin Shaw | Jan 10, 2017 | Blogs, Customer Experience
The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers...
by Colin Shaw | Dec 23, 2016 | Blogs
What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these...
by Colin Shaw | Dec 20, 2016 | Blogs, Customer Experience
On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing...
by Colin Shaw | Dec 15, 2016 | Blogs, Customer Experience
Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores® (NPS®) and revenues. Now, some of these...
by Colin Shaw | Dec 13, 2016 | Blogs, Customer Experience
There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at...
