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by Colin Shaw | Jul 29, 2013 | Customer Behaviour
What is your instant thought when you think of a brand, interact with a person or view something within a Customer Experience? However fleeting a thought, in that split second lays a person’s perceptions, thoughts and prejudices both rational and irrational. A...
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by Colin Shaw | Jul 25, 2013 | Customer Experience
How many times have you been with a group of friends or family and you relive a past experience? Everyone is smiling and laughing as you recall some episode in your life. We relive these moments, we love reconnecting with them, but over time these memories change....
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by Colin Shaw | Jul 22, 2013 | Customer Experience
As I mentioned in part one of this blog, I have done a lot of travelling recently. I flew with 5-6 airlines, used 4-5 different rent-a-car firms, stayed in half a dozen hotels, dealt with banks and logistics companies and let me tell you something – the...
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by Colin Shaw | Jul 18, 2013 | Customer Behaviour
Whilst watching Andy Murray playing, and winning, the Wimbledon Tennis finals on Sunday I started thinking of when I was a young man and the only name in Men’s Professional Tennis was Jimmy Connors. With 8 Grand Slam Singles titles and 2 Grand Slam Doubles titles, he...
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by Colin Shaw | Jul 15, 2013 | Customer Experience
“If only we could get the dealers to do what we ask them to do then the world would be OK”. This is a common comment we receive when we have been asked to help a company improve their Customer Experience where they sell their product and services through a third...
