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...
by Colin Shaw | Aug 1, 2012 | Customer Experience
In the last couple of years, customer experience has really taken off in developing and emerging markets. We have won major projects in Russia, the Middle East and in several countries in Africa. We have been approached by companies based in Brazil and Chile. Just...
