by Colin Shaw | Jul 30, 2012 | Customer Experience
I was once called into see a new client who had a problem they wanted to discuss: “We undertook research about 18 months ago on how we could improve our Customer Experience. Our Customers told us we needed to improve our billing. We have just spent $ X million on a...
by Colin Shaw | Jul 27, 2012 | Customer Experience
I’ve noticed that articles on user experience (UX) rarely mention customer experience (CX) and vice versa. The two seem to be developing in the shadow of each other without actually acknowledging each other. Then I came across an interesting blog post by Leisa...
by Colin Shaw | Jul 25, 2012 | Experience Design
In my blog What the heck is Customer Experience Management I emphasised how Customer Experience value comes from designing in a more engaging ‘process of doing business’ (e.g., ‘I use Amazon.com because its such an easy process’) and at a high end how that process can...
by Colin Shaw | Jul 23, 2012 | Customer Experience
Over the last three days, I have had an interesting customer experience with Barclays Bank. I have had similar experiences with other organisations that must be concerned with security and have strict regulations. Here is the basic situation. Barclays call me. When I...
by Colin Shaw | Jul 20, 2012 | Customer Satisfaction
As one of the first Customer Experience dedicated consultancies; we’ve always known that it’s not about making customers happy but to motivate customers to act in a way that is valuable to the business. We’ve seen more and more people open to this concept as we go...
