by Colin Shaw | Sep 12, 2017 | Blogs, Customer Experience
Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. We’ve all seen what can go wrong when...
by Colin Shaw | Sep 7, 2017 | Blogs, Customer Experience
When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to...
by Colin Shaw | Sep 5, 2017 | Blogs, Customer Experience
Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red...
by Colin Shaw | Aug 31, 2017 | Blogs, Customer Experience
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that...
by Colin Shaw | Aug 29, 2017 | Blogs, Customer Experience
I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. It all seemed to be over very quickly! But it’s our memories of...
by Colin Shaw | Aug 24, 2017 | Blogs, Customer Experience
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX...
