Guess Who? They Know everything!

by Colin Shaw on June 1, 2017

Find out what Google knows and your Customers won’t tell you:

Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level.

Colin ShawGuess Who? They Know everything!

Shocking Product Recalls! How To React

by Colin Shaw on May 30, 2017

The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Surely this would be an absolute minimum requirement. This will no doubt cause great concern and worry among parents who believe they have invested in a safe and reliable product to keep their child safe.

Colin ShawShocking Product Recalls! How To React

Exciting New Trend: Companies Do Listen To You!

by Colin Shaw on May 25, 2017

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often.

Apparently, I’m not alone, and it seems that major league baseball is paying attention.

Colin ShawExciting New Trend: Companies Do Listen To You!

Don’t Be Fooled: Digital Will Never Replace Physical!

by Colin Shaw on May 23, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX  and online backlash.

So where should you be focusing your CX? Online, or in-store? There’s a case for both.

Colin ShawDon’t Be Fooled: Digital Will Never Replace Physical!

Be warned: Is your data failing you?

by Colin Shaw on May 18, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level.

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely.

Colin ShawBe warned: Is your data failing you?

Revealed: Prepare Your Customers For Next U.S. Credit Crisis

by Colin Shaw on May 16, 2017

According to a recent Bloomberg report, “Wall Street Has Found Its Next Big Short in U.S. Credit Market,” US malls may close down sooner than later. We know that shopping habits are changing, and more consumers are spending money online. With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water. They are focusing on increasing their digital footprint and consolidating their digital commerce market share. The thing to bear in mind here is that while consumers are increasingly focusing on online shopping, their spending hasn’t completely converted to the digital space. Right now, they have the choice of both digital and physical stores, but that choice may not last for very long. With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies.

Colin ShawRevealed: Prepare Your Customers For Next U.S. Credit Crisis