by Colin Shaw | Jul 11, 2017 | Blogs, Customer Experience
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store...
by Colin Shaw | Jul 6, 2017 | Blogs, Customer Experience
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.” If I was just getting out of school I would find this...
by Colin Shaw | Jul 4, 2017 | Blogs, Customer Experience
For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score® (NPS®) have faded into legend and the NPS® now languishes in a plateau, quarter after quarter. Many organizations are scratching...
by Colin Shaw | Jun 29, 2017 | Blogs, Customer Experience
Back in April 1985, the Coca-Cola Company introduced a product that became one of the biggest flops in modern history. “New Coke” had a sweeter taste that was so widely reviled that Coke brought back its old formula less than three months later. Coke says now that it...
by Colin Shaw | Jun 27, 2017 | Blogs, Customer Experience
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. In...
by Colin Shaw | Jun 22, 2017 | Blogs, Customer Experience
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an...
