by Colin Shaw | Oct 8, 2014 | Blogs, Customer Experience, Thought Leadership
I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! I made the comment during the meal that I am sure that when my kids are Grandparents, I was...
by Colin Shaw | Oct 6, 2014 | Blogs
We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack...
by Colin Shaw | Oct 3, 2014 | Blogs, Customer Experience, Thought Leadership
The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a...
by Colin Shaw | Sep 26, 2014 | Blogs, Customer Analysis
Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those...
![Right or Wrong? Protecting Yourself Against Other Passengers]()
by Colin Shaw | Sep 23, 2014 | Blogs
Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the...
