by Colin Shaw | Sep 26, 2017 | Blogs, Customer Experience
I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analyticsseeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that...
by Colin Shaw | Sep 21, 2017 | Blogs, Customer Experience
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at...
by Colin Shaw | Sep 19, 2017 | Blogs, Customer Experience
Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you....
by Colin Shaw | Sep 14, 2017 | Blogs, Customer Experience
When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often...
by Colin Shaw | Sep 12, 2017 | Blogs, Customer Experience
Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. We’ve all seen what can go wrong when...
