by Colin Shaw | Jan 26, 2010 | Customer Experience, Social Media
Roger Dooley at Neuromarketing reports that in an a effort to add an emotional layer to websites, the World Wide Web Consortium (W3C), the main standards body for the Web, has released a draft for an Emotional Markup Language spec to be used in future web builds....
by Colin Shaw | Jan 21, 2010 | Customer Behaviour, Social Media
Thanks to Convergys for some interesting recent press. The basic strapline is one bad tweet can cost you 30 customers. We have probably all heard how Dave Carroll’s song about United Airlines breaking his guitar received 4 million hits. Well a recent study has tried...
by Colin Shaw | Jan 19, 2010 | Customer Experience, Social Media
Over at The Perfect Customer Experience, Dale Wolf argues that “No company can do well when it treats its customers wrongly. That is the essence of Customer Experience Relationship Building.”. Dale recalls a personal story of a failed attempt to return a purchase, and...
by Colin Shaw | Jan 5, 2010 | Customer Experience, Social Media
Unfiltered in real time, how do you react? Social media is becoming critical in building a great Customer experience and generating Customer loyalty. Who owns social media in your company? Who has the ability to own it? David Armano Logic and Emotion one of my...
by Colin Shaw | Jan 5, 2010 | Customer Behaviour, Customer Experience
Is there a Customer Experience gene? One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer...
