by Colin Shaw | Jun 8, 2012 | Customer Experience
We recently conducted global research of over 40 telecoms companies globally and one question proved to be the ‘killer’ question. We asked Customer Experience professionals in these companies ‘Which Telecoms company do you most admire for delivering a good Customer...
by Colin Shaw | Jun 5, 2012 | Customer Experience
It seems that one unique feature shared by many successful firms is their ability to respond quickly to or lead the market – an agility directly related to their internal dynamic of managed risk taking and creativity (or creative equity). Unfortunately, for most...
by Colin Shaw | Jun 1, 2012 | Customer Engagement
Two recent articles point to a new development now being pioneered in the USA… in local government no less. Customer experience is being applied to the budgeting process. National Public Radio profiled how a “Chicago ward gives power to the people”. Similarly, The New...
by Colin Shaw | May 30, 2012 | Customer Experience
We all know a lack of coordination between an organization’s departments can be one of the key factors in causing a poor Customer Experience. As an end to end Customer Experience touches many parts of the organization this is one of the key challenges an organization...
by Colin Shaw | May 28, 2012 | Customer Satisfaction
Underlying business reality are numbers. The board make investment decisions based on them, your KPIs are based on them, and leadership constantly focuses on improving them. In short, there is a cult of constant returns. If we have 95% satisfaction, let’s get to 96%;...
