by Colin Shaw | Sep 28, 2009 | Customer Experience, Management
Buy something online or in a store, it’s a transaction. Call a customer support center, it’s a transaction. Companies take orders, deliver, track, evaluate, measure, and react at the transactional level. Companies that reduce or restrict communication and interaction...
by Colin Shaw | Sep 23, 2009 | Customer Experience, Management
What is the Customer Experience you are trying to deliver? What emotions are you trying to evoke? What do your customers really want? What should you do first? These questions were answered in the keynote address given by Colin Shaw at the Call Centre & Customer...
by Colin Shaw | Sep 17, 2009 | Customer Experience
The Scene Think through your last purchase, the typical check out experience. You put your purchases on the counter. Your purchases are scanned. You swipe your credit or debit card while your purchases are bagged. The cashier hands you the receipt. In most cases, this...
by Colin Shaw | Aug 24, 2009 | Customer Experience, Management
A common situation for many organisations is that there is a desire to optimize the customer experience or become more customer centric but there is little budget to support the required change. This usually results from three situations: 1. A small organisation with...
by Colin Shaw | Aug 10, 2009 | Customer Experience, Management
Since founding Beyond Philosophy some seven years ago, I have had the pleasure of working with a number of CEO’s across many diffident industry sectors, on both sides of the Atlantic. Over the years, sadly, I have that only about 20% of CEO’s are really committed to...
by Colin Shaw | Aug 6, 2009 | Customer Experience, Social Media
It is not often that we see a company take a decision that could change the way that an organisation works. Best Buy have just done this with the launch of Twelpforce. Essentially this new service uses Twitter to enable Customers to interact directly with their 1,000...
