by Colin Shaw | Dec 5, 2017 | Blogs, Customer Experience
I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory, with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So...
by Colin Shaw | Nov 28, 2017 | Blogs, Customer Experience
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent...
by Colin Shaw | Nov 23, 2017 | Blogs, Customer Experience
Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the...
by Colin Shaw | Nov 21, 2017 | Blogs, Customer Experience
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier...
by Colin Shaw | Nov 16, 2017 | Blogs, Customer Experience
I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is...
