by Colin Shaw | Feb 26, 2010 | Customer Behaviour, Customer Experience, Market Research
An easy-to-read Customer Experience… Bruce Temkin comments on a report over at Customer Experience Matters about the concept of Cognitive Fluency, an encapsulated by the idea that : “it turns out that people prefer things that are easy to think about to those...
by Colin Shaw | Feb 24, 2010 | Customer Behaviour, Market Research
Complaints about electrical goods such as laptops. Customer advice service Consumer Direct has released details of the top complaints from 2009 with second hand cars topping the list for the fourth year running. Complaints about electrical goods such as laptops –...
by Colin Shaw | Feb 17, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
Facebook, Amazon, eBay, Twitter, WordPress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement. There are a million...
by Colin Shaw | Feb 16, 2010 | Customer Behaviour, Market Research
The rise of customer engagement through social media has brought into question the “old” concept of customer loyalty. The opt-in nature of social media, where customers choose when they want to receive and engage in communications with brands, has begun to overshadow...
by Colin Shaw | Feb 10, 2010 | Customer Behaviour, Market Research, Thought Leadership
Firms lack Emotional Intelligence By Steven Walden and Zhecho Dobrev Do you think you understand how your customers and clients think and feel? Well most corporate executives would say if not yes, then at least we are some way down the line: we know our...
by Colin Shaw | Feb 5, 2010 | Customer Behaviour, Customer Experience
Following on from the earlier Blog on the concept of Silent Attrition, I thought I’d enclose what has been in the Customer Experience world quite a useful model. This is from Cherry Tree research and highlights the high defection rate from the ‘do not complain’ but...
