by Colin Shaw | Sep 3, 2008 | Customer Experience
I am fascinated by different country cultures and social norms and how these impact a Customer Experience. For example last week I was in Asia delivering a couple of public workshops in Singapore. The whole region is starting to get into the Customer Experience in a...
by Colin Shaw | Aug 29, 2008 | Customer Experience
Travelling a lot around the globe I see a number of airports. It was always been a certain sense of pride for me that Heathrow Airport was the busiest international airport. But recently I have realised that maybe my pride is misplaced as the experience at Heathrow is...
by Colin Shaw | Aug 26, 2008 | Customer Experience
How do we redesign our Customers Experience to ensure we are evoking positive emotions? This is a question we are being increasingly asked as people realize emotions form a large part of a Customers Experience. To understand and answer this, we need to look at the...
by Colin Shaw | Jul 26, 2008 | Customer Experience
It was my birthday a few months ago, and Lorraine, my wife, brought me a few presents over the internet, using our credit card. As my birthday loomed closer Lorraine started to worry that the presents wouldn’t arrive on time, so she contacted the company to find out...
by Colin Shaw | Jul 24, 2008 | Customer Analysis
As a geek on the Customer Experience I notice all the little things and take great delight in seeing good practice. A few days ago we decided to take members of the London Beyond Philosophy team to Disneyland Paris, as a thank you for all their hard work. On the visit...
