by Colin Shaw | Sep 19, 2014 | Blogs, Expert's Insights
How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the...
by Colin Shaw | Sep 18, 2014 | Blogs, Customer Emotions
Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of...
by Colin Shaw | Sep 11, 2014 | Blogs, Employee Experience
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the...
![Discovering What Customers Don’t Know Themselves]()
by Colin Shaw | Sep 9, 2014 | Blogs, Customer Analysis, Customer Experience
How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t...
by Colin Shaw | Sep 5, 2014 | Blogs, Employee Experience
Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the...
