by Colin Shaw | Sep 17, 2009 | Customer Experience
The Scene Think through your last purchase, the typical check out experience. You put your purchases on the counter. Your purchases are scanned. You swipe your credit or debit card while your purchases are bagged. The cashier hands you the receipt. In most cases, this...
by Colin Shaw | Sep 10, 2009 | Customer Analysis, Management, Market Research
The advantages and disadvantages of BPR and Six Sigma In the CEM view consumers are not treated just as ‘rational satisfied actors’ but also possessing of emotional responses. Hence the measurement and understanding of emotions is a key area that should be appreciated...
by Colin Shaw | Sep 1, 2009 | Customer Behaviour, Management
Effective Customer Experience Management is about understanding and measuring how clients and consumers ‘intuitively’ feel as they touch all moments of an experience. Yet in order to understand ‘intuition’ we need to find some measure that does not depend on...
by Colin Shaw | Aug 25, 2009 | Social Media
We are writing our fourth book on Customer Experience due out in spring 2010, published by Palgrave McMillan. The current working title is Customer Experience: Emerging trends. One of the trends we are looking at is Social media or ‘Social Experience’ as we would...
by Colin Shaw | Aug 24, 2009 | Customer Experience, Management
A common situation for many organisations is that there is a desire to optimize the customer experience or become more customer centric but there is little budget to support the required change. This usually results from three situations: 1. A small organisation with...
