by Colin Shaw | May 20, 2013 | Subconscious Experience
A few months ago, I found myself buying a pair of shoelaces online. When I say ‘found myself’, I literally suddenly became aware of what I was doing. It was a shocking realisation; it had become too much trouble to visit the local shops for a pair of laces, and I was...
by Colin Shaw | May 16, 2013 | Customer Experience, Emotional Experience
When you see an ad with a celebrity like Leonardo DiCaprio holding a watch or an ad with someone showing emotion like proposing to their girlfriend on their knees, what is more effective? New research to be launched in June shows that advertisements that align to a...
by Colin Shaw | May 13, 2013 | Customer Experience
I did a lot of travel 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 logistic companies and let me tell you something – the opportunity to differentiate on the basis of customer experience...
by Colin Shaw | May 9, 2013 | Customer Experience
It is fascinating to see, and more importantly, to feel the differences between the two countries that I love – the United States and the United Kingdom (UK). I now live in Sarasota, FL but frequently travel back to England to see the Beyond Philosophy team and...
by Colin Shaw | May 6, 2013 | Net Promoter Score®
NPS®/CSAT attitudinal measures (I use the terms interchangeably) are all very well but companies make a fatal error when they confuse Output with Input in the design of their touchpoint metrics. Too many times I have seen companies try to apply an NPS®/CSAT measure to...
