by Colin Shaw | Mar 4, 2010 | Customer Behaviour, Expert's Insights
You may like to think that you chose the juicy, succulent surf ‘n’ turf because that’s what you felt like having…but can you honestly say it was your choice? Did it look the most attractive meal, or the most attractive selection on the menu? The Guardian has a great...
by Colin Shaw | Mar 4, 2010 | Social Media
Marketing on Twitter – Four styles compared…. Ever wondered what all these gurus, brands and organisations are doing on Twitter? Everyone has an end goal for using Twitter as a marketing tool, but there are so many different strategies. Which is the most...
by Colin Shaw | Mar 2, 2010 | Customer Behaviour, Customer Experience, Market Research
Unsurprisingly the current trend of outsourcing to Asia has led to the customers…. The UK institute of Customer Service has just released its bi-annual review of how Customer Service in Britain in faring. For this part of this report, they asked respondents...
by Colin Shaw | Mar 1, 2010 | Expert's Insights, Market Research
I bet you can’t prove ROI on Customer Experience Investments….. Jon Picoult can. The Founder of Watermark Consulting compared the stock performance of companies with Forrestors Customer Experience Index to demonstrate how Customer Experience investors outperform those...
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...
