by Colin Shaw | Mar 16, 2012 | Retail Customer Experience
Technology is rapidly changing the face of customer experience. Almost every retailer operates an e-commerce division of their business and while online purchasing for many is not the primary source of profit today (shopping in United States accounts for 9% of total...
by Colin Shaw | Mar 14, 2012 | Customer Retention
I am very grateful to the UK motor insurance industry for finally cold calling me with something useful; the chance to feedback how I truly feel about the state of the industry. First and foremost this is an industry offering a dysfunctional Experience in so many...
by Colin Shaw | Mar 12, 2012 | Customer Experience
My thanks to everyone who attended my session at ‘South By South West’. Great to see so many people there and standing room only! My speech was “Customer Are Irrational: Stop fighting it” Why do people knock wood for luck? Why do people press elevator buttons 20...
by Colin Shaw | Mar 6, 2012 | Emotional Experience
Books provide an experience on at least two levels – the content in its pages and the pages themselves. Ask a book lover what so special about books and you will get an answer that speaks to the feel, smell and weight of a great book in the hand. Parents instinctively...
by Colin Shaw | Mar 6, 2012 | Patient Experience
Many hospitals in the USA are concerned with patient experience especially with HCAHPS reimbursement rules come into effect. However, there is confusion about what customer experience actually refers to. A Health Leaders Media survey of hospital and health system...
