by Colin Shaw | Oct 31, 2011 | Expert's Insights
Netflix is in hot water. Why? Customer sentiment was ignored as a component of the bottom line. Netflix was, and always has been an online retail darling. Just last year Fortune magazine featured CEO Reed Hastings on its cover as “Businessperson of the Year.” Netflix...
by Colin Shaw | Oct 28, 2011 | Customer Experience
The American Marketing Association (AMA) characterizes loyalty as the situational in which a consumer (1) generally buys the same manufacturer-originated product repeatedly over time rather than buying from other suppliers, or (2) the degree to which a consumer...
by Colin Shaw | Oct 26, 2011 | Customer Service
In the Journal of Service Research, one-third of 244 consumers said they’d experienced or witnessed insensitive, disrespectful or rude employee behavior an average of once per month. A recent story from the CBS News affiliate in Atlanta highlighted this finding...
by Colin Shaw | Oct 24, 2011 | Customer Experience
As a businessperson, you understand your company from the inside out. The customer has a diametrically opposed view. Customers learn about your company from the outside in. As customers experience the finished product, they only rarely glimpse into the inner workings...
by Colin Shaw | Oct 21, 2011 | Market Research
At times it seems like the most popular individuals are those with the most signs of external success – the car, the house, the wife (or husband), the children, the dog, the cat – whatever. In other words, “the Joneses.” Dr. Kelly Campbell’s work More than Chemistry:...
