by Colin Shaw | Jan 9, 2009 | Customer Experience
I recently read this article in Science Daily. In essence it talks about the fact that we sometimes don’t realize why we are feeling some emotion. I wrote a blog recently on, which outline the process our body and brain goes through to evoke an emotion. If we...
by Colin Shaw | Dec 8, 2008 | Customer Experience
My daughter Abbie is at Leeds University in England. She is making me very environmentally conscious and I now find myself say “no I won’t have a bag” in the supermarket, which is a significant shift to where I was 12 months ago. Back then I wouldn’t have given it a...
by Colin Shaw | Nov 23, 2008 | Customer Experience
As you can imagine I travel quite a lot. There are a couple of things that really annoy me about hotels Customer Experience. I consider myself fairly tech savvy person, but what really irritates me is the taps in hotels bathrooms. Yes, I said the taps in hotels...
by Colin Shaw | Nov 18, 2008 | Customer Experience
Monster Service Blunders and How to Avoid them Despite all the rumbling and grumbling about poor customer service, there are always a handful of renegade businesses that somehow find ways to keep their workers fired up and their customers delighted and coming back for...
by Colin Shaw | Oct 26, 2008 | Customer Experience
In our experience of working in the CE arena for ten years we have discovered it is critical for an organisation to address three strategic questions. To enable people to consider these questions we have recently produced a video that lasts around 5 mins that explains...
by Colin Shaw | Oct 24, 2008 | Customer Experience
What does your organization really stand for? What is the real culture you your organisation? Not what people put on posters in the offices, but what happens in real life. We gain glimpses of the culture of an organisation through the policies and procedure that are...
