by Colin Shaw | Mar 9, 2010 | Customer Behaviour, Customer Experience
Augmenting your Customer Experience through music…. How can you augment your mood? How often do you manually dial up or down different emotions? When was the last time you looked at emotions as something tangible and manageable rather than an out of control...
by Colin Shaw | Mar 8, 2010 | Customer Experience, Social Media
Twitter for Business…. In the age of Social Media, there is some confusion over which platforms, tools and services can be utilised for business, and what is just best left alone. There has been a mix of good and bad reviews around using Twitter as a business...
by Colin Shaw | Mar 2, 2010 | Customer Behaviour, Customer Experience, Market Research
Unsurprisingly the current trend of outsourcing to Asia has led to the customers…. The UK institute of Customer Service has just released its bi-annual review of how Customer Service in Britain in faring. For this part of this report, they asked respondents...
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 25, 2010 | Customer Experience, Management
Great Customer Experiences are enabled by inspirational leadership. CNN have the full list of the 2010 Top 100 Best Companies to work for. The message here is Happy people give you Happy Customers. When building a great Customer Experience, focus first on building a...
by Colin Shaw | Feb 23, 2010 | Customer Experience, Social Media
A case study in customer experience and social media Director Kevin Smith had a rather unfortunate incident flying on Southwest Airlines, where he was kicked off the plane for (as he tweeted) being “too fat”. I won’t go into exact details here, but you can read all...
