by Colin Shaw | Sep 2, 2011 | Expert's Insights
In the Nielsen Company’s article, “When it Comes to Spending Decisions, Women are In Control,” we learn an age-old truth: women and men are different. In fact, when it comes to effective relationship-building strategies men and women employ are very different. Barbra...
by Colin Shaw | Aug 31, 2011 | Conferences, Events & News
September 26-29 I will be in Budapest! Fortunately for you, instead of strolling along the Danube after drinking plenty of pálinka (a local Hungarian spirit), I’ll be speaking at the 2011 Customer Experience Management in Telecoms Conference. I look forward to...
by Colin Shaw | Aug 29, 2011 | Customer Behaviour
Most business people have heard of “emotional intelligence.” Dan Goleman, author of Emotional Intelligence, defines the core components of emotional intelligence (EI) as self-awareness, managing our emotions, empathy, and social skills. A deeper look into the nature...
by Colin Shaw | Aug 26, 2011 | Expert's Insights
Attendees of our recent webinar, “See What Your Customers See: Mapping Your Real Customer Experience,” hosted by me and my colleague Kalina Janevska, were presented with creative new ways to effectively map their customer experiences. Given the level of interest and...
by Colin Shaw | Aug 24, 2011 | Customer Behaviour
How happily do you live day-to-day and how happy are you with your life? Most people will intuitively recognize the subtle difference between these two questions. The first question speaks to experience of an event, and the second refers to the remembrance of an...
