by Colin Shaw | Aug 22, 2010 | Customer Behaviour, Management
Community Managers: The key to your online Customer Experience? Author: Colin Shaw Tradtionally the role of managing customer touchpoints has been the responsibility of either Customer Services or the Marketing department. However, in the age of the social web the...
by Colin Shaw | Aug 12, 2010 | Customer Behaviour, Customer Experience
Deal a day aggregator cuts out the middle men Everyone loves a deal. Fed up of your inbox filling up with daily offers, freebies and discounts? Or do you regularly find yourself trekking to a couple of different sites to find out the latest local offers? Although the...
by Colin Shaw | Jul 26, 2010 | Customer Behaviour, Customer Experience
Is it right to design your Customer Experience for the few? … Author: Colin Shaw The ever brilliant Seth Godin has posted a short note on designing experiences for the few rather than the many: “Every time you interrupt your prospect or consumer, you...
by Colin Shaw | Jul 23, 2010 | Customer Behaviour, Customer Experience, Customer Service, Thought Leadership
What’s more important: Employee Satisfaction or Customer Retention? … Following on from yesterdays post on motivation, I found this post rather interesting… Douglas Hanna, CEO of A Small Orange, has written a post arguing that employee satisfaction is key to...
by Colin Shaw | Jul 22, 2010 | Customer Behaviour, Expert's Insights, Market Research
The surprising things that motivate us … Another RSA Animate video that has really inspired me to think differently about motivation and the customer experience. I’ve been really enjoying the RSA’s Animate series on YouTube. It’s a great storytelling medium that...
by Colin Shaw | Jul 19, 2010 | Customer Behaviour, Thought Leadership
The Secret Powers of Time and the Customer Experience…. Author: Colin Shaw I came across this video by the RSA of a talk given by Professor Philip Zimbardo. The first thing I thought of after watching the video was, are we understanding our kids? Are we...
