by Colin Shaw | Nov 8, 2012 | Customer Experience
There seems to be a common misconception that improving your organization’s Customer Experience will cost more money. In my experience this is not the case, in fact the opposite. Improving your Customer Experience saves money. Let me give you some examples. Many...
by Colin Shaw | Nov 6, 2012 | Customer Experience
When the experience betrays the words: How to get the right balance between sales messages and the actual customer experience Nokia became the latest company to get the ratio between the sales message and the actual experience wrong. I know many organizations are...
by Colin Shaw | Nov 5, 2012 | Customer Loyalty
According to the Edelman 2012 Trust Barometer the levels of trust with companies has shown a drop from 56 to 53 %. The trust in CEO’s has dropped by 12 points to 38%. I am not surprised by this. It seems that too many companies are prepared to do whatever it takes to...
by Colin Shaw | Nov 1, 2012 | Customer Experience
With healthcare reform around the corner, although somewhat dependent on the Presidential election, many healthcare insurance companies are now scurrying around in fear of the ‘exchanges’. They are worried the exchanges on the online sites will show a side-by-side...
by Colin Shaw | Oct 31, 2012 | Customer Experience
I was recently interviewed on LBC 97.3 talk radio in London on the news that Argos would close 75 of its stores. Argos is a multi-channel retailer that sells general merchandise and products for the home. They have sales of about £4.3 billion ($6.9 billion) and employ...
