by Colin Shaw | Jan 23, 2020 | Blogs
Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on...
by Colin Shaw | Jan 20, 2020 | Blogs
Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits. The scientific name for it is Escalation of Commitment, but it is also the...
by Colin Shaw | Jan 19, 2020 | Blogs
We do research called an Emotional Signature® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer...
by Colin Shaw | Dec 31, 2019 | Blogs
Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. I discussed these...
by Colin Shaw | Dec 20, 2019 | Blogs
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. Organizations don’t consider customer...
