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...
by Colin Shaw | Jul 5, 2010 | Market Research, Social Media
Are you listening to your social consumers?… Nielsen reports another piece of research that points towards the shift in consumer expectations of brands behaviour online and offline. People have always sought the advice of friends and family when making purchase...
