by Colin Shaw | Dec 28, 2009 | Customer Behaviour, Customer Experience
Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve...
by Colin Shaw | Dec 2, 2009 | Market Research
Controversial, may be; different, absolutely. An increasing trend in research today is the use of Implicit techniques: see the Harvard University website https://implicit.harvard.edu/implicit or in the UK the work of Dr Nigel Marlow (London Metropolitan University)...
by Colin Shaw | Dec 1, 2009 | Conferences, Events & News
Discover how all organizations have an Emotional Signature and the massive effect of the subconscious experience. Join us at the 2010 Net Promoter® Conference to hear Colin Shaw discuss findings of ground breaking research with London Business School that culminated...
by Colin Shaw | Nov 23, 2009 | Conferences, Events & News
Institute of Customer Service Annual Conference. At the Brewery in London 23 and 24 March 2010 We are an associate of the conference offering our expert advice and support and Colin Shaw will be interviewing speakers live on stage on day two of the conference. We are...
by Colin Shaw | Nov 23, 2009 | Customer Behaviour, Market Research
Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia to measure: 1. The subconscious experience 2. The key emotions felt 3. Which emotions drive and...
