by Colin Shaw | Dec 23, 2014 | Blogs, Customer Emotions, Customer Experience
Disappointment is also not welcome at any time but especially not at Christmas. How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “The 16 Most Disappointing Places to Visit on Earth,” which included places like...
by Colin Shaw | Dec 22, 2014 | Blogs, Customer Experience
Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi. But when it comes to Customer...
by Colin Shaw | Dec 11, 2014 | Blogs, Customer Experience
One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive...
by Colin Shaw | Dec 8, 2014 | Blogs, Customer Experience, Employee Experience
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery, one of the leading Caterpillar dealers in the U.S., won the award, and...
by Colin Shaw | Dec 4, 2014 | Blogs, Customer Centricity, Experience Design
An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most...
