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...
by Colin Shaw | Nov 23, 2008 | Customer Experience
As you can imagine I travel quite a lot. There are a couple of things that really annoy me about hotels Customer Experience. I consider myself fairly tech savvy person, but what really irritates me is the taps in hotels bathrooms. Yes, I said the taps in hotels...
by Colin Shaw | Nov 18, 2008 | Customer Experience
Monster Service Blunders and How to Avoid them Despite all the rumbling and grumbling about poor customer service, there are always a handful of renegade businesses that somehow find ways to keep their workers fired up and their customers delighted and coming back for...
by Colin Shaw | Nov 9, 2008 | Customer Analysis
Aren’t people strange animals. I am constantly surprised by people’s behaviour. It has just happened to me again. I am sat outside a Starbucks in Sarasota in Florida, enjoying a coffee, some sunshine and writing some stuff for the blog. A guy walks up to me and says...
by Colin Shaw | Oct 26, 2008 | Customer Experience
In our experience of working in the CE arena for ten years we have discovered it is critical for an organisation to address three strategic questions. To enable people to consider these questions we have recently produced a video that lasts around 5 mins that explains...
