by Colin Shaw | Jan 21, 2010 | Customer Behaviour, Social Media
Thanks to Convergys for some interesting recent press. The basic strapline is one bad tweet can cost you 30 customers. We have probably all heard how Dave Carroll’s song about United Airlines breaking his guitar received 4 million hits. Well a recent study has tried...
by Colin Shaw | Jan 5, 2010 | Customer Behaviour, Customer Experience
Is there a Customer Experience gene? One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer...
by Colin Shaw | Dec 28, 2009 | Customer Behaviour, Customer Experience
Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve...
by Colin Shaw | Nov 23, 2009 | Customer Behaviour, Market Research
Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia to measure: 1. The subconscious experience 2. The key emotions felt 3. Which emotions drive and...
by Colin Shaw | Sep 1, 2009 | Customer Behaviour, Management
Effective Customer Experience Management is about understanding and measuring how clients and consumers ‘intuitively’ feel as they touch all moments of an experience. Yet in order to understand ‘intuition’ we need to find some measure that does not depend on...
by Colin Shaw | Aug 4, 2009 | Customer Behaviour
About 25 years ago Lucozade changed their brand image from ‘Lucozade aids recovery’ to ‘Lucozade replaces lost energy’, shifting their target market from the sick to the sporty. The effect was dramatic, UK sales between 1984 and 1989 tripled to £75 million. Same...
