by Colin Shaw | Feb 26, 2010 | Customer Behaviour, Customer Experience, Market Research
An easy-to-read Customer Experience… Bruce Temkin comments on a report over at Customer Experience Matters about the concept of Cognitive Fluency, an encapsulated by the idea that : “it turns out that people prefer things that are easy to think about to those...
by Colin Shaw | Feb 25, 2010 | Customer Experience, Management
Great Customer Experiences are enabled by inspirational leadership. CNN have the full list of the 2010 Top 100 Best Companies to work for. The message here is Happy people give you Happy Customers. When building a great Customer Experience, focus first on building a...
by Colin Shaw | Feb 24, 2010 | Customer Behaviour, Market Research
Complaints about electrical goods such as laptops. Customer advice service Consumer Direct has released details of the top complaints from 2009 with second hand cars topping the list for the fourth year running. Complaints about electrical goods such as laptops –...
by Colin Shaw | Feb 23, 2010 | Customer Experience, Social Media
A case study in customer experience and social media Director Kevin Smith had a rather unfortunate incident flying on Southwest Airlines, where he was kicked off the plane for (as he tweeted) being “too fat”. I won’t go into exact details here, but you can read all...
by Colin Shaw | Feb 19, 2010 | Customer Experience, Expert's Insights
Richard Tait has started blogging again at Winning Customer Experiences, and restarted his blog with the question ‘What exactly is “Customer Experience?” I replied with: “A Customer Experience is an interaction between an organisation and a Customer. It is a blend of...
