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...
by Colin Shaw | Jul 19, 2011 | Customer Experience
While patients in a hospital or doctor’s office aren’t typically thought of as customers, that’s precisely what they are. To that point, there’s been enough of a shift in the way healthcare organizations see their patients that the National Committee for Quality...
