by Colin Shaw | Jul 27, 2009 | Customer Experience, Social Media
The importance of positive Word of Mouth (WOM) to retain customers and acquire new customers is something every company should be aware of and should learn to manage. Why? “Referral from a loyal customer (Promoter) has a 92% retention rate vs. 68% for a customer...
by Colin Shaw | Jul 23, 2009 | Customer Experience
Emotions will “Drive” or “Destroy” value in your business. They’re the core of the Customer Experience of any organization and the basis of “The DNA of Customer Experience”, the last book published by Colin Shaw; the culmination of two years of research conducted in...
by Colin Shaw | Jul 13, 2009 | Customer Experience
The world order is changing. In the David and Goliath struggle between an individual consumer and the large faceless corporation, the consumer has always come off a poor second, as the corporation has access to all the resources which out gun any individual. Enter the...
by Colin Shaw | Jul 1, 2009 | Customer Experience
Interview with Rob Frank, Perfect Delivery Manager for Morgan Sindall Outfit, in which Colin Shaw, founder of Beyond Philosophy, continues on his series of looking at organizations to improve their customer experience. Throughout this interview Colin and Rob talk...
by Colin Shaw | Jun 29, 2009 | Customer Experience
Understanding your customer and retaining them as a loyal customer is even more critical in an economic downturn. Studies indicate it costs two to four times more to acquire a new customer than the annual cost of keeping an existing customer. Therefore it’s worth the...
by Colin Shaw | Jun 6, 2009 | Customer Experience
Given the amount of time I am now in the US, Lorraine (my wife) and I decided to buy a second home in Sarasota, Florida. I wasn’t looking forward to the process. I had heard of all the horror stories about dealing with Realtors (Estate Agents if you are from the UK)....
