by Colin Shaw | Mar 17, 2010 | Customer Behaviour, Customer Experience
Customer Expectations – is your customer experience playing up to their assumptions… Expectations. Every interaction your organisation has with customers is based on expectations. They expect a certain level of service, expect a certain level of interaction with...
by Colin Shaw | Mar 15, 2010 | Customer Behaviour, Expert's Insights
Healthcare’s Emotional Focus in Unexpected Places… In the children’s program Sesame Street, there is a bit where they show four items and sing “which one of these things is not like the others? Which one just doesn’t belong?” Well, as far as healthcare providers...
by Colin Shaw | Mar 11, 2010 | Customer Analysis, Customer Behaviour, Customer Experience
Patient Centered Care? Feeling sick… There is a general movement towards patient centred care. You see the NHS talking about it in the UK. You hear it in the healthcare debate in the USA. It seems we have turned the tide and most people involved in healthcare...
by Colin Shaw | Mar 9, 2010 | Customer Behaviour, Customer Experience
Augmenting your Customer Experience through music…. How can you augment your mood? How often do you manually dial up or down different emotions? When was the last time you looked at emotions as something tangible and manageable rather than an out of control...
by Colin Shaw | Mar 4, 2010 | Customer Behaviour, Expert's Insights
You may like to think that you chose the juicy, succulent surf ‘n’ turf because that’s what you felt like having…but can you honestly say it was your choice? Did it look the most attractive meal, or the most attractive selection on the menu? The Guardian has a great...
by Colin Shaw | Mar 2, 2010 | Customer Behaviour, Customer Experience, Market Research
Unsurprisingly the current trend of outsourcing to Asia has led to the customers…. The UK institute of Customer Service has just released its bi-annual review of how Customer Service in Britain in faring. For this part of this report, they asked respondents...
