by Colin Shaw | Aug 3, 2017 | Blogs, Customer Experience
If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience...
by Colin Shaw | Aug 1, 2017 | Blogs, Customer Experience
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that...
by Colin Shaw | Jul 27, 2017 | Blogs, Customer Experience
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have...
by Colin Shaw | Jul 25, 2017 | Blogs, Customer Experience
So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me...
by Colin Shaw | Jul 20, 2017 | Blogs, Customer Experience
Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features,...
