by Colin Shaw | Sep 17, 2012 | Customer Experience
A recent article in the New York Times by Nathaniel Popper presents what looks like a tricky problem for customer experience experts. The article “Bank Analyst Sees No Payoff in a Customer-Friendly Focus” tells the story of Richard X. Bove, a noted bank analyst, who...
by Colin Shaw | Sep 14, 2012 | Customer Experience
I am often asked who delivers the best customer experience. This is an impossible question as the real answer is determined in the collective minds of the target audience customer. However, I am sure all of us who think about customer experience day in and day out...
by Colin Shaw | Sep 12, 2012 | Customer Retention
As I travelled to the Olympic Park to see the Paralympic games, I was reading an article in the Economist about the patent wars with Apple. I had just taken a picture on my iPhone, tagged my family members, checked in and then posted on Facebook. This involved GPS,...
by Colin Shaw | Sep 10, 2012 | Customer Experience
Big data is a huge topic in Customer experience (no pun intended). Big data is bandied about now, primarily driven by the mounds of social media related data; companies can collect now (tweets, likes, shares, clicks, views, etc). The truth is we have always had big...
by Colin Shaw | Sep 7, 2012 | Customer Retention
We have some friends who only call us when they want something. Lorraine (my wife) and I were discussing this the other day. We have become tired of phoning them and asking them out to places but them never phoning us. I guess this really tells us what they think...
