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...
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...
