by Colin Shaw | Dec 11, 2020 | Blogs
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and...
by Colin Shaw | Dec 4, 2020 | Blogs
Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this...
by Colin Shaw | Nov 27, 2020 | Customer Emotions, Customer Behaviour, Customer Engagement, Customer Experience
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it...
by Colin Shaw | Nov 19, 2020 | Customer Behaviour, Customer Emotions, Customer Engagement, Digital Experience, Emotional Experience
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that...
by Colin Shaw | Nov 12, 2020 | Customer Experience, Customer Retention, Customer Satisfaction, Customer Science, Digital Experience, Experience Design
Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your...
