by Colin Shaw | Dec 26, 2017 | Blogs, Customer Experience
I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in...
by Colin Shaw | Dec 21, 2017 | Blogs, Customer Experience
Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday...
by Michael Lowenstein | Dec 20, 2017 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and...
by Colin Shaw | Dec 19, 2017 | Blogs, Customer Experience
Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “Customer Experience Excellence Study”published by KPMG...
by Colin Shaw | Dec 14, 2017 | Blogs, Customer Experience
Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even...
by Colin Shaw | Dec 12, 2017 | Blogs, Customer Experience
Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel...
