by Colin Shaw | May 19, 2014 | Customer Behaviour, Customer Experience
Firing Customers: When Enough is Enough The customer is always right is a tenet of customer service. It’s akin to a customer service law. But the truth is the customer isn’t always right and sometimes, when a customer is really unreasonable, it’s okay to fire them....
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by Colin Shaw | May 15, 2014 | Customer Experience
The words you say in a professional situation are an important thing. But what you wear while you say them is also very important. If you aren’t careful, you might be saying the wrong things at the wrong time with your wardrobe. A question we should all be asking as...
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by Colin Shaw | May 14, 2014 | Customer Behaviour
If you are one of my regular readers then you know that I am a Brit. Although I have lived in Florida for many years, I am still British through and through, as in I prefer football (read: soccer) to American Football, tea over coffee, and know exactly what a crumpet...
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by Colin Shaw | May 12, 2014 | Employee Experience
Target announced the resignation of the Chairman, President and CEO, Gregg Steinhafel yesterday following the data breach that compromised the credit and debit card information of over 110 million customers last December. Target’s attempt to win back the confidence of...
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by Colin Shaw | May 7, 2014 | Customer Experience, Customer Satisfaction, Customer Service
Over the years I have learnt that telling stories is a very powerful way articulating something complex and moreover getting people to understand your point of view. Our regular readers know that we believe a Customer Experience is not just about price or the product,...
