![15 Statistics That Should Change the Business World – But Haven’t]()
by Colin Shaw | Jun 10, 2013 | Customer Experience
It still surprises me, even in this day and age, how many people still need convincing that improving the Customer Experience will generate revenue and save costs. As I read this great blog the other day, which highlights many stats from reputable sources clearly...
![15 Statistics That Should Change the Business World – But Haven’t]()
by Colin Shaw | Jun 6, 2013 | Customer Retention
Chief Customer Officers (CCO) are charged with ensuring that an organization’s customer experience is considered by all departments, in all major decisions, at all times. He or she is the one executive whose job it is to represent the customer at their company. The...
![15 Statistics That Should Change the Business World – But Haven’t]()
by Colin Shaw | Jun 4, 2013 | Management
What is the relationship between CEM and sales? A lot has been said about loyalty but what about acquisition? Using Beyond Philosophy’s emotion database, I took a subset of surveys with per person sales data (equivalent to £17million over 7 samples) and...
by Colin Shaw | May 30, 2013 | Customer Experience
[widgets_on_pages id=”Follow Button”] “Once upon a time….” These words conjure images in our mind. We tell our children the story of the ‘boy who cried wolf’ to get over the message that if you lie, then eventually people won’t believe you when it is...
by Colin Shaw | May 27, 2013 | Customer Experience
[widgets_on_pages id=”Follow Button”] Much has been made about the future of the Internet, of customer relations, and of business interactions with customers. In fact at every conference I speak at I hear discussion about ‘Big Data’ and how it will help...
