by Colin Shaw | Jun 18, 2015 | Blogs, Thought Leadership
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items...
by Colin Shaw | Jun 16, 2015 | Blogs, Customer Experience
Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent...
by Colin Shaw | Jun 12, 2015 | Blogs, Customer Experience
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction...
by Colin Shaw | Jun 9, 2015 | Uncategorized
Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. My reaction in a word: Rubbish! Other improved stats for...
by Colin Shaw | Jun 4, 2015 | Blogs, Customer Experience
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too....
