by Colin Shaw | Nov 27, 2020 | Customer Emotions, Customer Behaviour, Customer Engagement, Customer Experience
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it...
by Colin Shaw | Nov 19, 2020 | Customer Behaviour, Customer Emotions, Customer Engagement, Digital Experience, Emotional Experience
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that...
by Colin Shaw | Nov 5, 2020 | Customer Experience, Customer Behaviour, Customer Emotions, Emotional Experience
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words...
by Colin Shaw | Oct 29, 2020 | Company Culture, Customer Behaviour, Customer Experience, Customer Service, Employee Experience
You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer...
by Colin Shaw | Oct 22, 2020 | Customer Experience, Customer Behaviour, Customer Service, Emotional Experience
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you...
by Colin Shaw | Oct 15, 2020 | Customer Experience, Customer Behaviour, Customer Service
Customer Experience, like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should...
