by Colin Shaw | Jul 28, 2010 | Market Research, Social Media
Facebook second worst in online satisfaction survey !!! Author: Colin Shaw The world’s largest social network isn’t keeping everyone satisfied. Facebook received only 64 out of 100 in the recent publication of the 2010 American Customer Survey Index [conducted by...
by Colin Shaw | Jul 27, 2010 | Customer Experience, Expert's Insights
Choose third party collaborators carefully when designing your customer experience – Apple Case Study !!!! Author: Colin Shaw Steve Jobs has spent decades designing, building and perfecting the Apple customer experience. However, in recent weeks all this hard work...
by Colin Shaw | Jul 26, 2010 | Customer Behaviour, Customer Experience
Is it right to design your Customer Experience for the few? … Author: Colin Shaw The ever brilliant Seth Godin has posted a short note on designing experiences for the few rather than the many: “Every time you interrupt your prospect or consumer, you...
by Colin Shaw | Jul 23, 2010 | Customer Behaviour, Customer Experience, Customer Service, Thought Leadership
What’s more important: Employee Satisfaction or Customer Retention? … Following on from yesterdays post on motivation, I found this post rather interesting… Douglas Hanna, CEO of A Small Orange, has written a post arguing that employee satisfaction is key to...
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...
