by Colin Shaw | Aug 24, 2012 | Customer Experience
Is government regulation an excuse for providing below average (not to say bad) customer experience? Answer honestly! We have worked with companies from a range of industries but every time we speak with a company from the financial or the pharmaceutical sector the...
by Colin Shaw | Aug 22, 2012 | Moment Mapping
As I mentioned in my last blog Stephen Covey heavily influenced my thinking and I have used his principles for years. One of Covey’s principles was ‘start off with the end in mind’. This is at the heart of our thinking when we train people on how to...
by Colin Shaw | Aug 20, 2012 | Customer Experience
I love examples of basic applied customer experience without the use of technology. The last time I blogged on a grocery store concept is was all about the technology – the use of QR codes to create a new kind of shopping experience. Recently, I came across a grocery...
by Colin Shaw | Aug 17, 2012 | Customer Retention
I had the great honor of meeting and presenting on the same stage as Steven Covey on a few occasions. It was with great sadness I discovered he recently died. His ‘Seven Habits of Highly Effective People’ was the bedrock of my career. Covey’s concept of the...
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....
