by Colin Shaw | Jul 22, 2010 | Customer Behaviour, Expert's Insights, Market Research
The surprising things that motivate us … Another RSA Animate video that has really inspired me to think differently about motivation and the customer experience. I’ve been really enjoying the RSA’s Animate series on YouTube. It’s a great storytelling medium that...
by Colin Shaw | Jul 21, 2010 | Customer Experience, Expert's Insights, Management
Customer Service lessons from the Zappos CEO Tony Hsieh… Tony Hsieh, Zappos CEO, has become famous for creating a company culture that is centred on a great customer experience. Tony was interviewed over at the Harvard Business Review and we’ve nabbed the four...
by Colin Shaw | Jul 20, 2010 | Customer Experience, Customer Service, Social Media
Don’t complain about complaining customers – they are good for your business!!!!!! Everyone knows the real truth – the customer isn’t always right. This doesn’t mean that you can be annoyed, frustrated or dismayed when customers complain about your product. How else...
by Colin Shaw | Jul 19, 2010 | Customer Behaviour, Thought Leadership
The Secret Powers of Time and the Customer Experience…. Author: Colin Shaw I came across this video by the RSA of a talk given by Professor Philip Zimbardo. The first thing I thought of after watching the video was, are we understanding our kids? Are we...
by Colin Shaw | Jul 16, 2010 | Customer Experience, Expert's Insights, Market Research
The correlation between Stock Market performance and the Customer Experience Index. Forrester Research recently updated the source data and reanalyzed the findings found in the correlation between their Customer Experience Index (CxPi) rankings and stock market...
