by Colin Shaw | Jan 22, 2014 | Patient Experience
Doug Dietz, principal designer for GE Healthcare, was proud of his new scanner (MRI machine) that he designed. Like a self-described proud papa, he went to visit it at the hospital. It was this visit that would change his life and would teach him a profound lesson....
![ROI on Customer Service – New research from the Economist Intelligence Unit]()
by Colin Shaw | Jan 20, 2014 | Customer Experience
A Return on Investment (ROI) calculation is a foregone conclusion for any person working in business today. But one area that doesn’t get linked to an ROI often enough, is the investments that are associated with Customer Experience. All those people who work in...
![ROI on Customer Service – New research from the Economist Intelligence Unit]()
by Colin Shaw | Jan 16, 2014 | Customer Experience
I hope you are not one of the unfortunately Jet Blue customers patiently trying to catch a flight in the midst of ‘Stormaggedon’ this week. The latest debacle in air travel has landed in the lap of Jet Blue Airlines this week, who responded to extensive delays caused...
by Colin Shaw | Jan 9, 2014 | Customer Experience
What does 2014 hold for us in the discipline of Customer Experience? Here are a few trends that I am seeing which I believe will become more important this year. The first 4 are technology related… Technology Spend Increases – One of the big inhibitors or...
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by Colin Shaw | Jan 6, 2014 | Customer Experience
Customer experience triumphs and blunders surround us everyday in the headlines. Just last week or so I was scrolling though my feeds and found examples of organizations that were reacting to customer experience opportunities in different ways. We can learn lessons...
