by Colin Shaw | Apr 21, 2016 | Blogs, Customer Experience
Colin Shaw of Beyond Philosophy discusses how to measure customer emotions and what they reveal and how this can help to improve customer experience within organizations. Some businesses look at the bottom line with customers. Companies that are and will be most...
by Colin Shaw | Apr 19, 2016 | Blogs, Customer Experience
We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires,...
by Colin Shaw | Apr 14, 2016 | Blogs, Customer Experience
Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We...
by Colin Shaw | Apr 12, 2016 | Blogs
We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile...
by Colin Shaw | Apr 8, 2016 | Blogs, Customer Experience
I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing...
