by Colin Shaw | Mar 30, 2012 | Customer Experience
I am not sure if it is because I am getting old that I am becoming increasingly disillusioned with the way some companies behave. Unfortunately I have a number of example. Everyone would know the first, the ‘News of the World’ and the way they broke the law as a...
by Colin Shaw | Mar 28, 2012 | Customer Loyalty
We have all wondered “Who is that sitting over there” when we are on flights. Well, it has just been reported by David Meerman Scott in his blog Web Ink Now that KLM will bring a special use of social media to some of its long-haul flights. The idea is that passengers...
by Colin Shaw | Mar 26, 2012 | Customer Research
In the world of household cleaning supplies, “anti bacterial” formulations have become ubiquitous. Anti-bacterial sell themselves to a germ conscious society. Unfortunately, one negative consequence of the over use of anti-bacterial is that germs develop increased...
by Colin Shaw | Mar 21, 2012 | Customer Experience
Sometimes things never change…. a number of years ago, when I was a Senior Executive responsible for Customer Experience at BT, I was presenting to my colleagues on our Customer satisfaction survey results. I informed the team I felt the ‘Voice of the Customer’ was...
by Colin Shaw | Mar 19, 2012 | Customer Experience
With limited scope for organic growth in the US and Europe, many companies and investors turned their eyes towards the Emerging Markets. Focus now starts to shift to the CIVET group of countries (Colombia, Indonesia, Vietnam, Egypt, Turkey and South Africa). They are...
