by Colin Shaw | Mar 17, 2016 | Blogs, Customer Experience
All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. And to whom are you selling? Your team, your distribution network, your suppliers, and most importantly, your CEO. Customer...
by Colin Shaw | Mar 15, 2016 | Blogs, Customer Experience
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will...
by Colin Shaw | Mar 10, 2016 | Blogs, Customer Experience
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If...
by Colin Shaw | Mar 8, 2016 | Blogs, Customer Experience
Do you use humor to get over your message? Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor...
by Colin Shaw | Mar 3, 2016 | Blogs, Customer Experience
For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of...
