by Colin Shaw | Jun 6, 2009 | Customer Experience
Given the amount of time I am now in the US, Lorraine (my wife) and I decided to buy a second home in Sarasota, Florida. I wasn’t looking forward to the process. I had heard of all the horror stories about dealing with Realtors (Estate Agents if you are from the UK)....
by Colin Shaw | Mar 19, 2009 | Customer Experience
In Clip #2, Darren Cornish, Director (VP) of Customer Experience at Aviva (Norwich Union) continues to explain how he engaged the Senior Executives team to improve the Customer Experience. By Colin Shaw | Published: March 19,...
by Colin Shaw | Mar 12, 2009 | Customer Experience
How do you start a successful Customer Experience program? Aviva (Norwich Union) are the fifth largest insurance company in the world. They have been working to improve their Customer Experience for the past 4 years. In the first of a series of videos, Darren Cornish...
by Colin Shaw | Mar 10, 2009 | Management
Recently I spent some time with a VP and his senior managers of a very large multinational company. I was amazed by the way he had built a series of constraints around himself that actually didn’t exist. The meeting started with him outlining the work they currently...
by Colin Shaw | Feb 24, 2009 | Customer Experience, Management
Laying people off (making people redundant) is never an easy task. However, when you are faced with this task, how can you make this cloud have a silver lining and improve your Customer Experience? To answer this question let me draw a parallel with one of my business...
