by Colin Shaw | Jan 19, 2010 | Customer Experience, Social Media
Over at The Perfect Customer Experience, Dale Wolf argues that “No company can do well when it treats its customers wrongly. That is the essence of Customer Experience Relationship Building.”. Dale recalls a personal story of a failed attempt to return a purchase, and...
by Colin Shaw | Jan 5, 2010 | Customer Experience, Social Media
Unfiltered in real time, how do you react? Social media is becoming critical in building a great Customer experience and generating Customer loyalty. Who owns social media in your company? Who has the ability to own it? David Armano Logic and Emotion one of my...
by Colin Shaw | Jan 5, 2010 | Customer Behaviour, Customer Experience
Is there a Customer Experience gene? One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer...
by Colin Shaw | Dec 28, 2009 | Customer Behaviour, Customer Experience
Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve...
by Colin Shaw | Oct 6, 2009 | Customer Experience, Thought Leadership
The subconscious experience is far beyond the traditional 4 P’s of marketing and has a dramatic effect on how customers perceive their experience. In this one hour webinar led by Colin Shaw, author of three best-selling books on Customer Experience, Steven Walden,...
by Colin Shaw | Oct 6, 2009 | Customer Experience, Management
Are You Reducing Costs Where it May Matter Most To Your Customer? What better time to write this article than in the current economic malaise. Companies are cutting costs in response to the continuing economic downturn. It makes sense to tighten the belt when times...
