by Colin Shaw | May 14, 2012 | Customer Experience
In customer experience management (CEM), one fundamental truth is that the customer experience is made up of two halves: rational and emotional. In financial services, one fundamental reality is that people want the greatest return but within their acceptable risk...
by Colin Shaw | May 11, 2012 | Customer Experience
When we start working with a client to improve their Customer Experience I am often asked ‘How long will it be before we see a result’. On the face of it whilst this sounds an easy question to answer it is fraught with difficulty… for example…. I have recently started...
by Colin Shaw | May 9, 2012 | Customer Loyalty
How many loyalty cards do you have in your wallet? Their purpose is not just for companies to send you irrelevant offers but also so they learn about your shopping habbits – what you like, need and what offers would please you most. Some companies are doing better...
by Colin Shaw | May 7, 2012 | Customer Experience
A recent article in the Wall Street Journal pointed out that Japan even in through 20 years of recession continues to produce perhaps the world’s highest concentration of the highest quality goods and services in the world. The author, Tom Downey highlights several...
by Colin Shaw | May 2, 2012 | Customer Emotions
What are the things that have made you cry at the movies? Was it the scene in Titanic when Jack dies and slips away into the icy water? How can you fail to be touched when you see pictures on TV of starving children in Africa? Who can fail to be inspired when they see...
