by Colin Shaw | Apr 15, 2013 | Customer Satisfaction
Have you got problems finding a common language and cooperation from people around the organisation for customer experience initiatives? Aren’t people usually supportive on words … until you actually ask them to do something? Research we did in 2012 amongst customer...
by Colin Shaw | Apr 11, 2013 | Customer Experience, Customer Retention
I am amazed how organizations can be so clever and yet so dumb. Organizations constantly talk about the importance of having loyal customers but they rarely do anything about it. I am a great believer that business is not as complex as people make out. Take building...
by Colin Shaw | Apr 8, 2013 | Customer Satisfaction
Sentiment analysis has been around for a while, so perhaps it’s about time we looked at the sentiment towards sentiment analysis? I mean is this just a gimmick or is it really ‘of value’. Negatives 1. The McDonalds effect If your product or service is ‘bog-standard’...
by Colin Shaw | Apr 4, 2013 | Emotional Experience
Many of us would like to believe that we base our important business decisions on well grounded facts. It does not take much looking around to realise that the data do not necessarily support the decisions being made. David Brooks wrote an op-ed piece in the New...
by Colin Shaw | Apr 1, 2013 | Customer Emotions, Customer Loyalty
Who are you loyal to in your life? Your answer is probably family and friends. There is an emotional bond that has beenbuilt up between you. This bond is hard to break. Your family and friends can do things to you that you don’t like, but still you remain loyal....
