by Colin Shaw | Jul 14, 2010 | Customer Experience
Singapore Aiport slides towards a memorable Customer Experience…. Sometimes, the best ideas are the simplest ones. Inside Singapore’s Changi Airport there is a four-storey slide. What on earth is a slide doing in an airport? Simple – it’s putting a bit of fun...
by Colin Shaw | Jul 13, 2010 | Customer Experience
American Express’ 3 stages of Customer Relationship Care.. American Express recently reported that their customer satisfaction rates have climbed dramatically We are pleased to count American Express as one of our clients for a number of years, and I’m glad to read...
by Colin Shaw | Jul 12, 2010 | Customer Experience, Market Research
Net Promoter® 2010: The UK’s most recommended brands….. Satmetrix, the Net Promoter® Company, today released the 2010 European Net Promoter® Industry Benchmarks for a variety of sectors across the UK, France and Germany. Based on over 24,000 survey results, with...
by Colin Shaw | Jul 6, 2010 | Customer Behaviour, Expert's Insights
The rise of Collaborative Consumption As we move further and further into an inter-connected world, consumer behaviour is changing faster than most organisations can keep up with. The changes brought on by an interconnected world has maximised consumer power, allowing...
by Colin Shaw | Jul 5, 2010 | Customer Behaviour, Customer Experience, Social Media
The Break Up between the advertiser and the customer…. The Break-Up’ is about the relationship between an advertiser and a consumer. They’ve agreed to meet in a restaurant. The man’s feeling perfectly happy, until the woman makes a painful announcement: she...
