by Colin Shaw | Jun 1, 2018 | Blogs, Customer Engagement
Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make...
by Colin Shaw | May 25, 2018 | Blogs, Customer Experience
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new...
by Colin Shaw | May 18, 2018 | Blogs, Customer Experience
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain...
by Colin Shaw | May 11, 2018 | Blogs, Customer Experience
I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly...
by Colin Shaw | May 4, 2018 | Blogs, Customer Experience
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one(#6),...
