by Colin Shaw | Oct 24, 2008 | Customer Experience
What does your organization really stand for? What is the real culture you your organisation? Not what people put on posters in the offices, but what happens in real life. We gain glimpses of the culture of an organisation through the policies and procedure that are...
by Colin Shaw | Oct 6, 2008 | Customer Experience
A few weeks ago, I flew to Amsterdam from London Luton Airport on Easyjet (a budget airline in England), with a colleague. My assistant had decided to book “Speedy Boarding” to ensure we could sit together and talk on the flight. Now the words “Speedy boarding” would...
by Colin Shaw | Sep 18, 2008 | Customer Analysis
I was recently delivering a conference speech in Singapore and stayed at the Mandarin Oriental hotel. A few days after my visit I received a Customer satisfaction survey via email. I am always fascinated by what people measure as this sends a subconscious signal to...
by Colin Shaw | Sep 8, 2008 | Customer Experience
One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer satisfaction surveys had shown that customers said an online bill-payment system was important to them. But when we delved...
by Colin Shaw | Sep 6, 2008 | Customer Experience
I always remember watching a film a number of years ago of a famous racing driver in the late fifties. He had just won a race where there was a fatal accident. He was asked “after seeing the accident did you slow down?” His reply has always stayed with me. He said...
