by Colin Shaw | Aug 10, 2009 | Customer Experience, Management
Since founding Beyond Philosophy some seven years ago, I have had the pleasure of working with a number of CEO’s across many diffident industry sectors, on both sides of the Atlantic. Over the years, sadly, I have that only about 20% of CEO’s are really committed to...
by Colin Shaw | Aug 6, 2009 | Customer Experience, Social Media
It is not often that we see a company take a decision that could change the way that an organisation works. Best Buy have just done this with the launch of Twelpforce. Essentially this new service uses Twitter to enable Customers to interact directly with their 1,000...
by Colin Shaw | Aug 4, 2009 | Customer Behaviour
About 25 years ago Lucozade changed their brand image from ‘Lucozade aids recovery’ to ‘Lucozade replaces lost energy’, shifting their target market from the sick to the sporty. The effect was dramatic, UK sales between 1984 and 1989 tripled to £75 million. Same...
by Colin Shaw | Jul 27, 2009 | Customer Experience, Social Media
The importance of positive Word of Mouth (WOM) to retain customers and acquire new customers is something every company should be aware of and should learn to manage. Why? “Referral from a loyal customer (Promoter) has a 92% retention rate vs. 68% for a customer...
by Colin Shaw | Jul 23, 2009 | Customer Experience
Emotions will “Drive” or “Destroy” value in your business. They’re the core of the Customer Experience of any organization and the basis of “The DNA of Customer Experience”, the last book published by Colin Shaw; the culmination of two years of research conducted in...
