by Colin Shaw | Dec 9, 2011 | Customer Experience
The airline industry faces enormous customer experience challenges. Just think of Qantas’ labor dispute that left thousands of passengers stranded around the world, or AirTran’s legal debacle with passengers suing over a cockroach-infested plane and now American...
by Colin Shaw | Nov 23, 2011 | Customer Experience, experts insights
One of the privileges we have at Beyond Philosophy is working with great companies and highly talented people to develop change management strategies and lead customer experience transformations. Don’t get me wrong, this is no easy process. Forrester reports that a...
by Colin Shaw | Nov 21, 2011 | Customer Experience
Customer experience as a business concept may be relatively new, but customer experience has been around for as long as there have been economic exchanges. Franz Liszt, the famed composer and pianist, revolutionized his performance by applying now-well-known customer...
by Colin Shaw | Nov 18, 2011 | Customer Experience
In October, Google launched Trusted Stores, marking its entry into the trust mark industry. A trust mark is essentially a watermark for the digital era whereby a third party verifies the legitimacy and integrity of an online entity. If deemed legitimate, the online...
by Colin Shaw | Nov 16, 2011 | Customer Experience
Technology and efficiency go hand-in-hand. But what happens when technology breeds inefficiency? Take the example of muzak while you wait to speak to a customer service representative. In this instance, unequal distribution of technology causes an inefficient outcome....
