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...
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...
