by Colin Shaw | Jul 4, 2012 | Customer Experience
One of the key questions I am always asked is ‘How do you gain senior management buy in’? Given I have been dealing with Senior Executives for 15 years on the subject of improving the Customer Experience I thought I would share my top five insights. 1. Realise that...
by Colin Shaw | Jul 2, 2012 | Moment Mapping
For ten years Beyond Philosophy has been advocating that emotions account for over half of a Customer Experience. We are very pleased that this seems to becoming more accepted. I am often asked how an emotion is evoked. This is quite complex but I thought I would try...
by Colin Shaw | Jun 28, 2012 | Customer Experience
I believe business is at a turning point and this will affect the way organizations have to deal with the Customer Experience. Let me explain, we all know people are habitual creatures, we do the same things until something occurs that makes us change. This change can...
by Colin Shaw | Jun 25, 2012 | Customer Experience
The recent problems Natwest have had with their Online Experience – http://www.bbc.co.uk/news/business-18575932 – only goes to show how critical it is for firms to look at their Website not as some near-commodity product divested to IT with a limited...
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...
