by Colin Shaw | Sep 26, 2012 | Customer Experience
We all know about the phenomenon that is Apple. But what is their secret? Well, I am pleased to report it is what we have been preaching for ten years. Their secret is focusing on Customer Emotions and looking at the psychological aspects of a Customer Experience as...
by Colin Shaw | Sep 24, 2012 | Customer Experience
Cinemas have been on the mission to provide customers with an experience that can compete with the low cost, low effort and high comfort online streaming experience the internet has offered. Customer loyalty is gradually more difficult to maintain. A most notable...
by Colin Shaw | Sep 21, 2012 | Customer Experience
I am becoming increasingly concerned that the focus on improving the ‘Customer Experience’ is heading the same way as CRM, into failure. I fear this as I am seeing the early signs I saw with CRM and really don’t want to see the Customer Experience be destroyed in the...
by Colin Shaw | Sep 19, 2012 | Customer Experience
In Beyond Philosophy’s Global Customer Experience Management (CEM) Research 2011 we identified the threat posed to CEM by software vendors. How the term is being used as a means to rebrand what was CRM to make it sound hip and cool, the in-thing to buy. This is...
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...
