by Colin Shaw | Jul 18, 2017 | Blogs, Customer Experience
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If...
by Colin Shaw | Jul 13, 2017 | Blogs, Customer Experience
If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “Obsess over customers, not competitors.” Most companies are obsessed with their...
by Colin Shaw | Jul 11, 2017 | Blogs, Customer Experience
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store...
by Colin Shaw | Jul 6, 2017 | Blogs, Customer Experience
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.” If I was just getting out of school I would find this...
by Colin Shaw | Jul 4, 2017 | Blogs, Customer Experience
For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score® (NPS®) have faded into legend and the NPS® now languishes in a plateau, quarter after quarter. Many organizations are scratching...
