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by Colin Shaw | Oct 3, 2013 | Customer Experience
To consider an experience to be exceptional or remarkable, it must resonate with us on an emotional level – we feel something. Our emotional and sub-conscious perceptions, to a great extent, steer us towards and away from the things we perceive in our environment. ...
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by Colin Shaw | Oct 1, 2013 | Customer Emotions
Journey Mapping is a tool that many companies use to diagram how a customer engages with their product or services. Many of these companies have adopted journey mapping for the purposes of defining what their customers want in their experience and how they get what...
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by Colin Shaw | Sep 30, 2013 | Employee Experience
Happy people give you happy customers. This is the mantra I used to say when I was in corporate life 12 years ago running 3,500 people in call centres around the globe. If you want to have a great Customer Experience you must focus your employees as they deliver your...
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by Colin Shaw | Sep 26, 2013 | Customer Experience
‘I wish I could spend less time working and more time doing what I want to do….’ Over the years I have said this many times but, as I contemplate life, often whilst fishing, I have come to realise and accept that actually this is my choice. No one forced me to do...
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by Colin Shaw | Sep 25, 2013 | Customer Loyalty
Successful companies have loyal employees. They also have loyal customers. But the question for researchers and consultants for the past two decades is how these two groups are related, if at all. Over the past 20 years, the connection between the two groups, loyal...
