by Colin Shaw | Oct 18, 2012 | Customer Experience
As we are one of the very first Customer Experience consultancies in the world and have been working in the area successfully for ten years; you can imagine we have a vast experience in what to do and what not to do when implementing a Customer Experience program....
by Colin Shaw | Oct 17, 2012 | Employee Experience
Have you taught your employees about the “Power of Empathy”? Do they make the difference between “empathy” and “sympathy”? We came recently across the Apple’s Genius Training Manual which puts a lot of emphasis on “empathy”. There is a special program on the course...
by Colin Shaw | Oct 15, 2012 | Customer Experience
Journey Mapping, also sometimes referred to as Touchpoint Mapping, is a tool often used by organisations as a starting point and introduction to their customer experience endeavour. It not only helps organisations put a different perspective on their business...
by Colin Shaw | Oct 11, 2012 | Customer Experience
Who should we select to lead our customer experience efforts? What kind of people should we select when we enlarge the team? I have heard these questions several times recently. Perhaps, some time ago, it would have taken me a while to think of all the important...
by Colin Shaw | Oct 9, 2012 | Social Media
LinkedIn have now identified their global top 150 INfluencers in a new service launched on Tuesday October 2, 2012 and I am humbled to be included. Fast Company states; “the professionals’ social network launched a new publishing platform designed to connect experts...
