by Colin Shaw | Sep 19, 2019 | Blogs
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Unfortunately, the recent UK Customer Satisfaction survey echoes those...
by Colin Shaw | Sep 13, 2019 | Blogs
I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? The answer to that question is...
by Colin Shaw | Sep 11, 2019 | Blogs
Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They...
by Colin Shaw | Sep 6, 2019 | Blogs
There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back...
by Colin Shaw | Sep 2, 2019 | Blogs
Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.” Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit, or because you...
