by Colin Shaw | Feb 8, 2010 | Customer Experience
How do positive and negative emotions impact your Customer Experience? Elevation, Gratitude and Admiration. These are the three distinct “other praising” emotions separate from Happiness that have been found to elicit different positive behavioral responses, a recent...
by Colin Shaw | Feb 5, 2010 | Customer Behaviour, Customer Experience
Following on from the earlier Blog on the concept of Silent Attrition, I thought I’d enclose what has been in the Customer Experience world quite a useful model. This is from Cherry Tree research and highlights the high defection rate from the ‘do not complain’ but...
by Colin Shaw | Feb 4, 2010 | Customer Experience
Sometimes an organisation needs to completely restructure. Sometimes a department needs to know how to streamline a customer service process. Sometimes, the shop just needs a new sign. Jim Connolly wrote a great post on how small changes can have big results. In the...
by Colin Shaw | Feb 2, 2010 | Customer Experience
Mansfield FC v Gateshead may not sound like the most exciting of football games to watch this weekend – but Mansfield are letting the fans decide that. This Saturday, in hopes to drum up publicity, fan positivity and ultimately crowds, the League Two club announced...
by Colin Shaw | Jan 28, 2010 | Customer Experience
The internet extrapolated the concept of Freemium to the extreme. Two of the webs most successful organizations, Google and Facebook, both give away their proprietary product for free. The financial success of free App’s within Apple’s App Store has possibly been the...
by Colin Shaw | Jan 26, 2010 | Customer Experience, Social Media
Roger Dooley at Neuromarketing reports that in an a effort to add an emotional layer to websites, the World Wide Web Consortium (W3C), the main standards body for the Web, has released a draft for an Emotional Markup Language spec to be used in future web builds....
