by Colin Shaw | Dec 17, 2018 | Blogs, Customer Experience
Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to...
by Colin Shaw | Dec 10, 2018 | Blogs, Customer Experience
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?” My first thought was that I didn’t die during the procedure, so he must...
by Colin Shaw | Dec 6, 2018 | Blogs, Customer Experience
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan...
by Colin Shaw | Nov 29, 2018 | Blogs, Customer Experience
I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the...
by Colin Shaw | Nov 26, 2018 | Blogs, Customer Experience
My local diner has a menu that looks like a spiral-bound book. “Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs. On a...
