by Colin Shaw | Jan 7, 2013 | Customer Experience
As I look back on 2012 it has been another growth year for the Customer Experience industry. Will we still see this in 2013? Here are my predictions of what is likely to happen… 1. Continued growth of Customer Experience From a big picture perspective in 2013 I...
by Colin Shaw | Jan 3, 2013 | Customer Experience, Customer Loyalty, Emotional Experience, Experience Design, Moment Mapping, Telecom
As we look back at the past 12 months, I thought it would be interesting to review our most popular posts of 2012. 1. The first proved to be very controversial as I was suggesting the end of Customer Experience as a movement: “RIP Customer Experience: Seven reasons...
by Colin Shaw | Dec 20, 2012 | Customer Experience
The festive holidays are approaching; we all look forward to spending time with our family and friends and if you are anything like me, usually end up reflecting on the year gone by…. Whilst writing this piece, I thought it would be a good idea to include a...
by Colin Shaw | Dec 19, 2012 | Customer Experience, Customer Loyalty, Customer Satisfaction
I read in a recent article at Inc.com about amazing new research out of Stanf ord and Harvard Business School, which found that concrete goals designed to improve the well-being of others are more likely to lead to happiness for the giver than are acts with large,...
by Colin Shaw | Dec 17, 2012 | Customer Experience
It was one of those cold autumn days as I walked across the parking lot of a potential client. I was thinking how quickly the nights were drawing in when I entered their reception area which was very grand and I waited for Pete (not his real name), the Head of...
