by Colin Shaw | Apr 19, 2010 | Customer Experience, Thought Leadership
Action and America: How our cousins across the pond use immediacy to improve Customer Experiences….. Author: Colin Shaw Having worked in the UK and US for some time I have grown to love the land of Uncle Sam and consider Americans as our close cousins. As...
by Colin Shaw | Apr 16, 2010 | Customer Experience, Market Research
Researchers answer the question “What do people share?” when they send articles and news-worthy information to their spheres of influence. What they find could influence your company’s customer experience program. Researchers at the University of...
by Colin Shaw | Apr 14, 2010 | Customer Experience, Market Research, Social Media
Facebook Fan Page ROI: A Customer Experience Case Study… Ever needed a case study of an effective Facebook Fan Page? Here it is Everyone has to set up a Facebook Fan Page for their organisation, right? I mean, this if your organisation isn’t involved in social...
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 31, 2010 | Customer Experience, Expert's Insights, Market Research
One of the key questions in Customer Experience is ‘how can we redesign our experience to create more value-add?’ Too often however this is treated as a negative question, being turned into: ‘what can we do to eliminate non-value adding costs’, hence the popularity of...
by Colin Shaw | Mar 30, 2010 | Customer Experience
The EasyJet Experience…. With BA on strike you would think that easyJet would see this as an opportunity to win some new customers. I was catching a flight to Edinburgh to run an educational workshop for senior executives. To my complete surprise, the flight was...
