by Colin Shaw | Oct 28, 2014 | Blogs, Customer Experience
All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little...
by Colin Shaw | Oct 24, 2014 | Blogs
The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best...
by Colin Shaw | Oct 21, 2014 | Blogs
Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of...
by Colin Shaw | Oct 20, 2014 | Blogs, Employee Experience, Thought Leadership
Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical...
by Colin Shaw | Oct 14, 2014 | Blogs
Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate...
