by Colin Shaw | Jun 25, 2012 | Customer Experience
Having worked in Customer Experience for many years, one of the things that most strikes me is the level of confusion that surrounds the term; I mean what does ‘Customer Experience’ mean anyway? As one of my colleagues put it, there are a lot of people talking a lot...
by Colin Shaw | Jun 20, 2012 | Net Promoter Score®
Classically firms are inward focusing asking questions such as how satisfied are our customers or how likely are they to recommend US. These are all great questions but they all suffer the same problem, they do not differentiate your company in terms of the market....
by Colin Shaw | Jun 18, 2012 | Customer Experience
I bear the scars. In my last role in corporate life, some ten years ago, I was asked by the CEO to ‘Improve the Customer Experience at least cost’. I thought of it as a great honour and a challenge I relished. Only one problem -I was given responsibility without...
by Colin Shaw | Jun 15, 2012 | Customer Experience
Let’s be honest, some of the highest spenders in CE are not necessarily the best at it! Why? Because it is not about how much money you spend but what you do with it that counts. So taking this as your maxim, is there a way we could actually reduce our spend...
by Colin Shaw | Jun 13, 2012 | Customer Experience
I am often asked ‘what are the key aspects of a successful CE program’? Despite writing four books on Customer Experience I don’t believe I have the monopoly on good ideas and therefore at Beyond Philosophy we work on the basis that ‘none of us are as clever as all...
