by Colin Shaw | Mar 29, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
How Sentiment Analysis could improve your Customer Experience… What are your customers really saying about you? For decades organisations have used feedback forms, focus groups and first hand comments to gain insight into their customers opinions. The growth of...
by Colin Shaw | Mar 26, 2010 | Customer Experience, Social Media
Measuring Social Media ROI: Digital Customer Experience Holy Grail…. “That’s nice that they ‘liked’ our status, but did they go and buy our product?” Proving the specific influence that social media has on an organisations finances has traditionally been a...
by Colin Shaw | Mar 25, 2010 | Customer Experience, Social Media
Twitter looks more and more promising for Customer Engagement…. As Twitter continues to grow and grow, its demographic begins to change. This may open up new opportunities for your brand to engage with customers over the popular micro-blogging medium. If you...
by Colin Shaw | Mar 24, 2010 | Customer Experience, Expert's Insights
Industry luminaries define the Customer Experience…. What exactly is the Customer Experience? A lot of people are often confused about what the definition of a Customer Experience, and how this differs from previous terms. At Beyond Philosphy, we define the...
by Colin Shaw | Mar 23, 2010 | Customer Behaviour, Customer Experience, Expert's Insights
Groupthink and implications for designing your Customer Experience…. People in groups invariably produce poor decisions Numerous studies documented here have found that when groups meet up to make a decision, people generally share information that the majority...
by Colin Shaw | Mar 22, 2010 | Customer Behaviour, Customer Experience, Social Media
How Emotional Intelligence influences how you behave on Facebook…. How many Facebook friends do you have? 10? 125? 1000? The number of friends you have on social networks is unlikely to actually correlate to how many you have in real life. A recent study has...
