by Colin Shaw | Sep 2, 2010 | Customer Experience, Management
AUTHOR: Colin Shaw I saw this brilliant video by the RSA Animate series depicting “Bestselling author, political adviser and social and ethical prophet Jeremy Rifkin investigates the evolution of empathy and the profound ways that it has shaped our development and our...
by Colin Shaw | Sep 1, 2010 | Customer Experience, Market Research
Why we must measure emotion Author: Colin Shaw I’m pleased to announce that Steven Walden and Qaalfa Diheebi have been featured in Research for an article on ‘Why we must measure emotion’ which gives an insight into “why failing to track measures of emotion could lead...
by Colin Shaw | Sep 1, 2010 | Customer Experience, Customer Service, Market Research
Global Customer Service Research – putting numbers to customer experience!!! Author: Colin Shaw Echo Reserach have released a Global Customer Services Barometer for American Express. There’s plenty of insight there, these were the key stats that really caught my eye:...
by Colin Shaw | Aug 22, 2010 | Social Media
Ford publishes its social media!!!! Author: Colin Shaw I thought this may interest some of you who are aspiring to make your customer experience a more social one. Ford, often considered one of the leaders in the social space (we’ve previously written about Ford’s...
by Colin Shaw | Aug 22, 2010 | Customer Behaviour, Management
Community Managers: The key to your online Customer Experience? Author: Colin Shaw Tradtionally the role of managing customer touchpoints has been the responsibility of either Customer Services or the Marketing department. However, in the age of the social web the...
