by Colin Shaw | Feb 18, 2010 | Customer Analysis, Customer Experience, Expert's Insights, Thought Leadership
Management may plan one thing but different employees approach issues differently Has it happened to you! You approach one employee with a request, hear it can’t be done, then go to another and see how easy things can be? Or how about the time when a definite ‘’No’’...
by Colin Shaw | Feb 17, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
Facebook, Amazon, eBay, Twitter, WordPress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement. There are a million...
by Colin Shaw | Feb 16, 2010 | Customer Experience, Expert's Insights, Social Media
Forrester is recalling its troops. After a number of years in the social media space and highlighting how to be a ’social’ business, Forrester has released a restrictive social media policy for its employees – one that aims to stop employess publishing...
by Colin Shaw | Feb 16, 2010 | Customer Behaviour, Market Research
The rise of customer engagement through social media has brought into question the “old” concept of customer loyalty. The opt-in nature of social media, where customers choose when they want to receive and engage in communications with brands, has begun to overshadow...
by Colin Shaw | Feb 12, 2010 | Customer Experience, Market Research
Customer Experience Statistics Compendium Over at the eConsultancy blog, Graham Charlton has compiled a great compendium of topical Customer Experience statistics that you should find interesting. There is a good selection for you to delve into, ranging from...
