by Colin Shaw | Jan 13, 2012 | Customer Experience
In a recent blog post, I shared my interest in the connection between gender and customer experience with you. In the past week, I came across an intriguing study published in Journal of Consumer Research (August 2011). Researchers Kyoungmi Lee, Hakkyun Kim and...
by Colin Shaw | Jan 11, 2012 | Customer Experience
Since the early 1990s, e-commerce has skyrocketed. The success of digital retailers like Amazon and eBay has proven that virtually any product or service is “sellable” online. The soaring popularity of “Cyber Monday,” the digital counterpart of “Black Friday,” is a...
by Colin Shaw | Jan 9, 2012 | Customer Experience
Henry Ford, the famed American entrepreneur, had a surprising recipe for success. Ford, known for his irony, once said that his customers could buy any color of car they wanted as long as it was black. Today the reverse is true, but it can hurt your organization....
by Colin Shaw | Jan 5, 2012 | Customer Experience
Over the past several years art museums have begun to place much more emphasis on a concept they call the “visitor experience.” According to the New York Times, the New Museum in New York City, like several of the museums I’ve mentioned before, is currently mounting a...
by Colin Shaw | Dec 21, 2011 | Customer Retention
All too often organizations make the mistake of focusing all their energies on exclusively improving the customer experience. This certainly is vital, but in many cases the specific experience they’re providing is due to the organization’s customer-centricity. We...
