by Colin Shaw | Apr 10, 2012 | Customer Retention
Is there a general trend toward customer sophistication in making complaints and in understanding the real root causes of the problem? I recently read a blog post by Rosa Dominguez which outlined some issues she was having with ING Direct in Spain (Spanish version...
by Colin Shaw | Apr 8, 2012 | Customer Retention
Over the last ten years I have had the privilege of designing many customer journeys for our clients. I would like to share with you some of the critical aspects of this work to enable you to design a great experience for your company. Organization confuse processes...
by Colin Shaw | Apr 6, 2012 | Customer Experience
According to Nielsen report the number of smartphone subscribers in the US using mobile internet has grown 45% since 2010 and is rising. Research firm Gartner estimates smartphones sales worldwide increased 58% year on year in 2011. This is putting pressure on...
by Colin Shaw | Apr 4, 2012 | Customer Experience
Patient experience excellence has brought Memorial Hermann Hospital System in Texas, US, astonishing rewards: 5% increase of market share within the first 2 years Profit where loss was predicted Patient satisfaction scores jump by 20% on average across the board...
by Colin Shaw | Apr 2, 2012 | Customer Loyalty
More Revenues from Data Usage vs More Customers: Will Telecoms Find the Right Balance. Global mobile broadband traffic grew by 83% in the second half of the year with a CAGR of 234% during 2011 shows an Allot Mobile Trends report. Telecoms are struggling to pay the...
