by Colin Shaw | Mar 21, 2017 | Blogs, Customer Experience
Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However,...
by Colin Shaw | Mar 16, 2017 | Blogs, Customer Experience
My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra...
by Colin Shaw | Mar 14, 2017 | Blogs, Customer Experience
When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time...
by Colin Shaw | Mar 9, 2017 | Blogs, Customer Experience
We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth...
by Colin Shaw | Mar 7, 2017 | Blogs, Customer Experience
When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. There are...
by Colin Shaw | Mar 2, 2017 | Blogs, Customer Experience
Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. And no matter what you thought of the...
