by Colin Shaw | May 14, 2015 | Blogs, Customer Satisfaction
People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research...
by Colin Shaw | May 12, 2015 | Blogs, Thought Leadership
There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs....
by Colin Shaw | May 5, 2015 | Blogs, Customer Centricity, Customer Experience
Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how...
by Colin Shaw | Apr 30, 2015 | Blogs, Customer Loyalty
Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty...
by Colin Shaw | Apr 30, 2015 | Blogs, Customer Experience
We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. These companies all struggle with the same question as a result of their business model: who is the Customer, the dealer or the end...
