by Colin Shaw | Dec 8, 2016 | Blogs, Customer Experience
Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is...
by Colin Shaw | Dec 1, 2016 | Blogs, Customer Experience
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options,...
by Colin Shaw | Nov 24, 2016 | Blogs, Customer Experience
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no,...
by Colin Shaw | Nov 22, 2016 | Blogs, Customer Experience
At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. And those things in turn create long-term value for a business. But companies don’t just create value by accident. Those...
by Colin Shaw | Nov 17, 2016 | Blogs, Customer Experience
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. Toblerone, a chocolate bar known for...
