by Colin Shaw | Jul 18, 2011 | Patient Experience
How does patient experience differ from Customer Experience? In essence, they are the same; the lessons learned in Customer Experience can be applied to patient experience. However, the nature of caring for a patient has its peculiarities, not the least of which is...
by Colin Shaw | Jul 15, 2011 | Customer Experience
Having begun my Customer Experience career in the world of telecoms, my upcoming featured speaker status in Telecoms IQ’s upcoming Customer Experience Management in Telecoms Virtual Summit 2011 is something of a homecoming. My August 9 session will open three weeks’...
by Colin Shaw | Apr 29, 2011 | Customer Behaviour, Customer Experience
As your company considers how to reassess and redesign your customer experience, think about how much you know about the customer’s subconscious thought processes. Art Markman, writer for Psychology Today, in an article entitled Ulterior Motives: How goals, both seen...
by Colin Shaw | Apr 29, 2011 | Management, Thought Leadership
The CEO’s commitment to hiring a Chief Customer Officer key to successful Customer Experience programs. At Beyond Philosophy, we are thrilled that there is now research to back up what we’ve been saying for years.Forrestor Research Analyst Paul Hagen’s latest research...
by Colin Shaw | Mar 30, 2011 | Customer Behaviour, Customer Experience, Expert's Insights
Wrestling with how to improve, manage, or maintain customer experience operations is a journey that never ends. In The DNA of Customer Experience, I provided research that shows that trust is one of the key emotions that can destroy a company’s relationship with a...
