by Colin Shaw | May 5, 2015 | Blogs, Customer Centricity, Customer Experience
Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how...
by Colin Shaw | Dec 4, 2014 | Blogs, Customer Centricity, Experience Design
An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most...
