by Colin Shaw | Nov 29, 2014 | Blogs, Social Media, Thought Leadership
Social media feeds across the USA are sporting this meme. With a cry for solidarity from consumers across the U.S. to boycott Black Thursday, retailers have to make a choice whether to embrace or buck the trend of “Black Thursday.” I wonder, has Black Thursday...
by Colin Shaw | Nov 26, 2014 | Blogs, Customer Experience
Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. Surprisingly, too many organizations don’t deliver on the brand promise they made in...
by Colin Shaw | Nov 24, 2014 | Blogs, Customer Experience
I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.” –...
by Colin Shaw | Nov 19, 2014 | Blogs, Social Media
Great ads create a great emotional connection, and many times, don’t even involve a product or service. The clamor on Social media and with my friends and family in England has been, “Have you seen that Sainsbury’s Christmas ad? It’s great!” Sainsbury’s Christmas Ad...
by Colin Shaw | Nov 18, 2014 | Blogs
Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Whether Customers are on the phone with your call center,...
