by Colin Shaw | Feb 5, 2010 | Customer Behaviour, Customer Experience
Following on from the earlier Blog on the concept of Silent Attrition, I thought I’d enclose what has been in the Customer Experience world quite a useful model. This is from Cherry Tree research and highlights the high defection rate from the ‘do not complain’ but...
by Colin Shaw | Feb 4, 2010 | Customer Experience
Sometimes an organisation needs to completely restructure. Sometimes a department needs to know how to streamline a customer service process. Sometimes, the shop just needs a new sign. Jim Connolly wrote a great post on how small changes can have big results. In the...
by Colin Shaw | Feb 2, 2010 | Customer Experience
Mansfield FC v Gateshead may not sound like the most exciting of football games to watch this weekend – but Mansfield are letting the fans decide that. This Saturday, in hopes to drum up publicity, fan positivity and ultimately crowds, the League Two club announced...
by Colin Shaw | Jan 28, 2010 | Customer Experience
The internet extrapolated the concept of Freemium to the extreme. Two of the webs most successful organizations, Google and Facebook, both give away their proprietary product for free. The financial success of free App’s within Apple’s App Store has possibly been the...
by Colin Shaw | Jan 27, 2010 | Social Media
Keeping a consistent tone, message and strategy across all your social media properties is vital to presenting a coherent online experience that your customers will expect. Keeping large organisations all on the same party line can be tricky, which is why a number of...
