by Colin Shaw | Oct 6, 2009 | Customer Experience, Management
Are You Reducing Costs Where it May Matter Most To Your Customer? What better time to write this article than in the current economic malaise. Companies are cutting costs in response to the continuing economic downturn. It makes sense to tighten the belt when times...
by Colin Shaw | Sep 28, 2009 | Customer Experience, Management
Buy something online or in a store, it’s a transaction. Call a customer support center, it’s a transaction. Companies take orders, deliver, track, evaluate, measure, and react at the transactional level. Companies that reduce or restrict communication and interaction...
by Colin Shaw | Sep 23, 2009 | Customer Experience, Management
What is the Customer Experience you are trying to deliver? What emotions are you trying to evoke? What do your customers really want? What should you do first? These questions were answered in the keynote address given by Colin Shaw at the Call Centre & Customer...
by Colin Shaw | Sep 21, 2009 | Customer Analysis, Management, Market Research
Whilst it is true that the intent to include the customer is well established within process methodologies, the measurable output remains focused on customer satisfaction and traditional research metrics. For instance, companies would qualitatively assess’ where our...
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...
