by Colin Shaw | Apr 16, 2010 | Customer Experience, Market Research
Researchers answer the question “What do people share?” when they send articles and news-worthy information to their spheres of influence. What they find could influence your company’s customer experience program. Researchers at the University of...
by Colin Shaw | Apr 14, 2010 | Customer Experience, Market Research, Social Media
Facebook Fan Page ROI: A Customer Experience Case Study… Ever needed a case study of an effective Facebook Fan Page? Here it is Everyone has to set up a Facebook Fan Page for their organisation, right? I mean, this if your organisation isn’t involved in social...
by Colin Shaw | Apr 13, 2010 | Market Research, Thought Leadership
Reputation and the importance of Customer Service…. As reputation falls, would you expect to also see Customer Experience fall? Jo Causon of the Institute of Customer Service has uploaded a short video of her commenting on Banks and the importance of Customer...
by Colin Shaw | Apr 12, 2010 | Customer Behaviour, Market Research
They’re wearing a tie – that must be the manager…. Everyone judges by appearance. No matter how much of a concious effort we make to dissaude our initial reactions, how things look affects our perception of them. This ranges from how your product stands off the...
by Colin Shaw | Apr 12, 2010 | Customer Behaviour, Customer Experience
Customer Experience failing to match rising Customer Expectations…. Expectations. So often, your Customer Experience is built on matching your Customer expecations. The Institute of Customer Service has just surveyed it members to gather insight “on how well it...
