by Colin Shaw | Oct 6, 2008 | Customer Experience
A few weeks ago, I flew to Amsterdam from London Luton Airport on Easyjet (a budget airline in England), with a colleague. My assistant had decided to book “Speedy Boarding” to ensure we could sit together and talk on the flight. Now the words “Speedy boarding” would...
by Colin Shaw | Sep 8, 2008 | Customer Experience
One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer satisfaction surveys had shown that customers said an online bill-payment system was important to them. But when we delved...
by Colin Shaw | Sep 6, 2008 | Customer Experience
I always remember watching a film a number of years ago of a famous racing driver in the late fifties. He had just won a race where there was a fatal accident. He was asked “after seeing the accident did you slow down?” His reply has always stayed with me. He said...
by Colin Shaw | Sep 3, 2008 | Customer Experience
I am fascinated by different country cultures and social norms and how these impact a Customer Experience. For example last week I was in Asia delivering a couple of public workshops in Singapore. The whole region is starting to get into the Customer Experience in a...
by Colin Shaw | Aug 29, 2008 | Customer Experience
Travelling a lot around the globe I see a number of airports. It was always been a certain sense of pride for me that Heathrow Airport was the busiest international airport. But recently I have realised that maybe my pride is misplaced as the experience at Heathrow is...
by Colin Shaw | Aug 26, 2008 | Customer Experience
How do we redesign our Customers Experience to ensure we are evoking positive emotions? This is a question we are being increasingly asked as people realize emotions form a large part of a Customers Experience. To understand and answer this, we need to look at the...
