by Colin Shaw | Aug 16, 2011 | Customer Behaviour
Complaining is an inevitable part of any relationship. In business, complaints need to be handled properly or you run the risk of alienating and losing the customers you worked so hard to win. An essential step toward handling complaints effectively is to understand...
by Colin Shaw | Aug 12, 2011 | Customer Experience
In my 15 years of working in the Customer Experience space, I’ve found that mindset is the single most important factor in getting people from within the organization to think of the customer rather than the product or service. Allow me to use a recent article by...
by Colin Shaw | Aug 11, 2011 | Customer Experience
In “A Key Decision Is Often Clouded by Emotion,” James Staten, a veteran in the infrastructure and operation management field, discusses the need to purge “emotion, conjecture and bravado” to make decisions effectively. The IT field offers us an example. IT is an...
by Colin Shaw | Aug 10, 2011 | Customer Experience
Our regular readers know that more than half the typical Customer Experience is emotional. Unfortunately, many companies don’t get this – they still believe that interacting with consumers is a wholly rational process. Therein lies your competitive advantage....
by Colin Shaw | Aug 4, 2011 | Customer Experience
Dairy Queen does not often figure into examples of best customer experience. However, the signs of good customer experience principles are outlined in the article, Everything I Need to Know About Marketing I Learned at the Dairy Queen. More specifically, the author...
