by Colin Shaw | Feb 11, 2013 | Customer Experience
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees last week stating they needed to improve their Customer service. When I received a called from NPR (National Public Radio) asking for a radio interview...
by Colin Shaw | Feb 7, 2013 | Customer Experience
The online customer experience is one of the highest strategic priorities for most companies today. Online Net Promoter Score®, or word-of-mouth, is now easily measurable and far more of a visible metric to business success, as customers leave their reviews directly...
by Colin Shaw | Feb 3, 2013 | Customer Experience
Is your best revenue performer your biggest problem when it comes to improving your Customer Experience? We all know the type of person I am referring to… These are the people who are good at hitting ‘the numbers’ (revenue) year after year. Their ruthless pursuit of...
by Colin Shaw | Jan 31, 2013 | Customer Engagement, Customer Experience
For the New Year we thought we’d give you access to some of the key videos we have found on Customer Experience Management. Number 1: The Piano Stairs and the Fun Principle This is a great Video that demonstrates the Fun Principle. If you have ever wanted to seek...
by Colin Shaw | Jan 28, 2013 | Customer Experience, Customer Service
One of the key things I have learned over my years in business is ‘everyone is happy until you ask them to do something’. I see it happen all the time in organizations. Their Customer Experience professionals talk about improving the Customer Experience and everyone...
