by Colin Shaw | Apr 19, 2017 | Blogs, Customer Experience
Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy? A. On rewarding regular customers with promotions to keep them...
by Colin Shaw | Apr 18, 2017 | Blogs, Customer Experience
When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the...
by Colin Shaw | Apr 6, 2017 | Blogs, Customer Experience
Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines A Company needs to have clear guidelines for handling a mishap and...
by Colin Shaw | Mar 30, 2017 | Blogs, Customer Experience
Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the...
by Colin Shaw | Mar 28, 2017 | Blogs, Customer Experience
Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to...
by Colin Shaw | Mar 23, 2017 | Blogs, Customer Experience
To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to...
