by Colin Shaw | Mar 12, 2009 | Customer Experience
How do you start a successful Customer Experience program? Aviva (Norwich Union) are the fifth largest insurance company in the world. They have been working to improve their Customer Experience for the past 4 years. In the first of a series of videos, Darren Cornish...
by Colin Shaw | Mar 10, 2009 | Management
Recently I spent some time with a VP and his senior managers of a very large multinational company. I was amazed by the way he had built a series of constraints around himself that actually didn’t exist. The meeting started with him outlining the work they currently...
by Colin Shaw | Feb 24, 2009 | Customer Experience, Management
Laying people off (making people redundant) is never an easy task. However, when you are faced with this task, how can you make this cloud have a silver lining and improve your Customer Experience? To answer this question let me draw a parallel with one of my business...
by Colin Shaw | Feb 19, 2009 | Customer Experience, Management
A recent article in Science Daily reports that under stress men and women response differently. In men, the research suggests, experience a “fight or flight” response, women had a more emotional response. Researchers at the University of Pennsylvania used a high-tech...
by Colin Shaw | Feb 17, 2009 | Customer Experience
If you read the predictions of the most important areas an organisation seems to focus on in 2009 a common theme is Customer retention. No surprise really in a down turn. What does astonish me is the lack of connection that is made between Customer Retention and...
