by Colin Shaw | Aug 20, 2020 | Customer Behaviour, Blogs, Customer Experience, Market Research
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization...
by Colin Shaw | Jan 3, 2019 | Blogs, Customer Experience
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood, a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The...
by Colin Shaw | Dec 20, 2018 | Blogs, Customer Experience
How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for...
by Colin Shaw | Dec 17, 2018 | Blogs, Customer Experience
Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to...
by Colin Shaw | Dec 10, 2018 | Blogs, Customer Experience
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?” My first thought was that I didn’t die during the procedure, so he must...
by Colin Shaw | Dec 6, 2018 | Blogs, Customer Experience
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan...
