by Colin Shaw | Feb 10, 2009 | Customer Experience
My wife, Lorraine, has a reputation with our friends for always being late. It is not that she does this intentionally, but to be honest she is a little disorganized and easily distracted. An hour before we are going out she will start to do something that will “will...
by Colin Shaw | Jan 26, 2009 | Customer Analysis, Thought Leadership
One of the challenges in looking at a Customers Experience is it can touch all parts of an organization and thus many different parts of the organization. A lack of coordination between departments is normally one of the many causes of a poor experience as it is not...
by Colin Shaw | Jan 9, 2009 | Customer Experience
I recently read this article in Science Daily. In essence it talks about the fact that we sometimes don’t realize why we are feeling some emotion. I wrote a blog recently on, which outline the process our body and brain goes through to evoke an emotion. If we...
by Colin Shaw | Dec 8, 2008 | Customer Experience
My daughter Abbie is at Leeds University in England. She is making me very environmentally conscious and I now find myself say “no I won’t have a bag” in the supermarket, which is a significant shift to where I was 12 months ago. Back then I wouldn’t have given it a...
by Colin Shaw | Nov 27, 2008 | Customer Analysis
I have written about a few bad experiences and the learning from these. Here is an example of a good experience and the learning. Last weekend I was in Sarasota, Florida. I rented a car from Hertz. As I drove to my hotel I stopped to go into a store. I had put my...
