by Colin Shaw | Aug 15, 2012 | Customer Experience
In highly saturated and competitive markets, such as the banking, companies are looking for ways to differentiate themselves beyond just the price and avoid a race to the bottom. They invest lots of time and money designing what they think is a unique identity....
by Colin Shaw | Aug 13, 2012 | Customer Experience
In our last book, Customer Experience: Future Trends and Insights, we wrote about three areas to keep your eye on: Social media (short term future), Experience Psychology (near term future) and Neuroexperience (longer term future). Neuroexpereince is defined as “the...
by Colin Shaw | Aug 10, 2012 | Customer Experience
Business metrics are a quick way of quantifying the progress (or otherwise) a company is making. More importantly, metrics are tangible concrete goals to focus efforts and resources around because the main presumption behind them is that they are valid indicators of...
by Colin Shaw | Aug 8, 2012 | Customer Retention
Do you think you will get seven years bad luck if you break a mirror? Do you dislike sitting in the 13th row of an aircraft or staying on the 13th floor of a hotel? Over 50% of Americans are superstitious according to a blog by Alex Lickerman, M.D. The interesting...
by Colin Shaw | Aug 5, 2012 | Customer Experience
Times are a changing. Shopping malls are changing with them and in the process are serving as sort of a customer experience barometer. It used to be that malls were simply warehouses for a variety of stores. Their main attraction was convenience. The big suburban...
