by Colin Shaw | Jul 28, 2015 | Customer Behaviour, Customer Centricity, Customer Emotions, Customer Retention, Customer Service
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off!...
by Colin Shaw | Jul 23, 2015 | Leadership, Social Media
You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching...
by Colin Shaw | Jul 21, 2015 | Blogs, Customer Behaviour, Customer Experience, Digital Experience, Experience Design
Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds,...
by Colin Shaw | Jul 16, 2015 | Customer Behaviour, Customer Emotions, Customer Satisfaction, Customer Service, Emotional Experience
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what...
by Colin Shaw | Jul 14, 2015 | Blogs, Customer Retention, Customer Satisfaction, Experience Design
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot...
