by Colin Shaw | Oct 8, 2012 | Emotional Experience
Authors: Steven Walden & Qaalfa Dibeehi A lot of companies talk about how important it is to emotionally engage customers, to make them ‘feel loyal’ not just ‘act loyal’. But where is the empirical evidence that emotions really do make a difference? If we use KPIs...
by Colin Shaw | Oct 8, 2012 | Customer Experience
Electronics retailers’ customer experience has not generally enjoyed a stellar perception. Customers are all too familiar with sales people who know little more that what is written on product info cards at POS. With the advent of the internet shopping, the natural...
by Colin Shaw | Oct 5, 2012 | Customer Experience
Companies traditionally segment on the basis of demographics, spend or in more sophisticated companies by need, lifestyle or occasion. Yet in the new world of Customer Experience Management where goods and services are increasingly treated as commodities how useful...
by Colin Shaw | Oct 3, 2012 | Net Promoter Score®
For some firms Customer Effort Score (CES) may appear as the next Net Promoter Score®. The compelling proposition is that firms should not obsess so much about ‘delighting’ customers as get the basics right! Make it easy or effortless for them. This is all well...
by Colin Shaw | Oct 1, 2012 | Customer Experience
When the new iphone 5 came out the Jimmy Kimmel Live show took an iPhone 4s out onto the streets and told people it was an iPhone 5. You’ll see in the video everyone says how great it is. But obviously it was the old phone not the new one. Clearly this is amusing, but...
