by Colin Shaw | Apr 12, 2010 | Customer Behaviour, Market Research
They’re wearing a tie – that must be the manager…. Everyone judges by appearance. No matter how much of a concious effort we make to dissaude our initial reactions, how things look affects our perception of them. This ranges from how your product stands off the...
by Colin Shaw | Apr 12, 2010 | Customer Behaviour, Customer Experience
Customer Experience failing to match rising Customer Expectations…. Expectations. So often, your Customer Experience is built on matching your Customer expecations. The Institute of Customer Service has just surveyed it members to gather insight “on how well it...
by Colin Shaw | Mar 29, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
How Sentiment Analysis could improve your Customer Experience… What are your customers really saying about you? For decades organisations have used feedback forms, focus groups and first hand comments to gain insight into their customers opinions. The growth of...
by Colin Shaw | Mar 23, 2010 | Customer Behaviour, Customer Experience, Expert's Insights
Groupthink and implications for designing your Customer Experience…. People in groups invariably produce poor decisions Numerous studies documented here have found that when groups meet up to make a decision, people generally share information that the majority...
by Colin Shaw | Mar 22, 2010 | Customer Behaviour, Customer Experience, Social Media
How Emotional Intelligence influences how you behave on Facebook…. How many Facebook friends do you have? 10? 125? 1000? The number of friends you have on social networks is unlikely to actually correlate to how many you have in real life. A recent study has...
by Colin Shaw | Mar 18, 2010 | Customer Behaviour, Customer Experience
Do you ever really listen to customer experience feedback?….. Feedback from your customers on how your product or service is faring is priceless. Too often organisations formalise the feedback process to the point where it becomes a structured machine. When was...
