by Colin Shaw | Sep 28, 2011 | Customer Experience
“What do you mean by Customer Experience?” I get asked this question all of the time. Although I help organizations to build great customer experiences every day, this is a surprisingly tricky question to answer. The best way to illustrate the concept is to offer...
by Colin Shaw | Sep 26, 2011 | Customer Behaviour
On August 24, 2011 Apple CEO Steve Jobs resigned. Unlike the majority of CEOs who quietly leave their posts, Jobs’ departure from Apple was met with sense of sadness and grief among loyal customers and senior Apple leadership alike. We all know Steve Jobs has changed...
by Colin Shaw | Sep 22, 2011 | Expert's Insights
In February, Facebook launched an application called Sponsored Stories. The way Sponsored Stories works is that brands turn user activity into a sponsored newsfeed. When your friend checks into Starbucks for example (as so many of us do every morning), it shows up in...
by Colin Shaw | Sep 20, 2011 | Customer Research
2011 Global Customer Experience Management Survey View more www.slideshare.net/BeyondPhilosophy from Beyond Philosophy Click here to download a PDF version of the presentation. Twentieth century philosopher Friedrich Nietzsche once reflected, “many [people] are...
by Colin Shaw | Sep 19, 2011 | Expert's Insights
Chances are that you can picture the FedEx logo in your head, but do you know where the arrow is in it? The FedEx logo, along with many others, does double subconscious duty. They all encourage a specific positive association with their brands by embedding discreet...
