by Colin Shaw | Aug 2, 2011 | Customer Experience
Self-service can be an excellent option for your company and your consumers, but it’s important to first evaluate what benefit it brings, and for whom. It is amazing to be able to use your iPhone as a boarding pass for air travel walk through security and get on a...
by Colin Shaw | Jul 29, 2011 | Expert's Insights
It’s no secret that emotional and subconscious aspects account for half the typical Customer Experience. Here’s another wonderful example of that fact: a recent study at Boston College found that participants driving a car painted with the Red Bull logo in a video...
by Colin Shaw | Jul 28, 2011 | Customer Experience, Customer Service
Doctor’s offices don’t spring to mind when you think of great Customer Experiences. Although paper gowns and cold hands play a part in that, the entire healthcare industry has been marred by excessive wait times, endless amounts of paperwork and complicated...
by Colin Shaw | Jul 26, 2011 | Customer Behaviour
Nelson Pascua, Vice President of Client Services for Medallia, Inc., provides a succinct overview of how valuable understanding the customer’s experience is in his article “Top 5 ROI Benefits of Customer Experience Management.” Beyond Philosophy’s model is congruent...
by Colin Shaw | Jul 21, 2011 | Customer Experience
As CEO of Beyond Philosophy, I routinely help companies analyze and improve their Customer Experiences. I’ve studied, analyzed and improved so many CE processes that I don’t often find myself surprised by my own Customer Experiences. That said, Delta Airlines recently...
