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...
by Colin Shaw | Sep 5, 2008 | Blogs
Each year as a thank you to the Beyond Philosophy team we normally arrange a “fun day” in the summer. This year we decided to travel on the Eurostar to Disneyland Paris! Meeting early at the New St. Pancras Station, what a great place that is, and totally opposite to...
