by Colin Shaw | Aug 22, 2011 | Expert's Insights
Imagine your company just developed an amazing new product. You invested in loads of market research and tweaked it to perfection only to watch it flop upon launch. It has happened, and it can happen to you. As Columbia Business School professor Rita McGrath points...
by Colin Shaw | Aug 19, 2011 | Blogs, Expert's Insights
What countries are the most advanced in terms of customer experience? What’s the growth rate of customer experience within your industries, or in your country? What industries spend the most on customer experience? I intend to answer these questions and more in Beyond...
by Colin Shaw | Aug 17, 2011 | Customer Experience
Apple. Disney. Ikea. Nike. What do these four brands have in common? Brand recognition. Brand recognition, however, is a double-edged sword. Once your company’s brand becomes an international household name, it also runs the risk of being pirated. Whether you call the...
by Colin Shaw | Aug 16, 2011 | Conferences, Events & News
The 19th annual South by Southwest (SXSW) Interactive Festival will be held in Austin, Texas March 9-13, 2012. Over nearly two decades, SXSW has become one of the most important conference speaking destinations for established thought leaders and newcomers alike....
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...
