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by Colin Shaw | Oct 30, 2013 | Employee Experience
You can’t make an omelette without breaking a few eggs. This is a phrase I often use with my clients. I am in the game of helping organizations improve the Customer Experience. What we know today is most Customer Experiences are poor or at best, average. This means...
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by Colin Shaw | Oct 28, 2013 | Customer Emotions
Recently I re-read Customer Experience Future Trends and Insights by Colin Shaw, Qaalfa Dibeehi, and Steven Walden. The book refreshed the importance of asking more questions about why customers and consumers make a specific purchase decision and got me thinking more...
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by Colin Shaw | Oct 24, 2013 | Customer Experience
I like Starbucks. I like the coffee and I admire their Customer Experience and marketing. It is therefore with interest that I saw with the US Government shut down continuing in Washington D.C. that Starbucks have started a campaign to facilitate change in our...
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by Colin Shaw | Oct 23, 2013 | Customer Behaviour
The other day I was with my wife looking at an entertainment center at a big box store. As you know, the prices are less at a store like this because you get to buy a mass-produced piece of furniture that suits your needs and looks reasonably good for a fair price....
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by Colin Shaw | Oct 21, 2013 | Employee Experience
Over my long career I have discovered there a number of signs that indicate if people are ready for their next promotion. In my experience there are three stages of maturity that people go though. I hope this will help you define which you are and therefore what is...
