by Colin Shaw | Nov 17, 2016 | Blogs, Customer Experience
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. Toblerone, a chocolate bar known for...
by Colin Shaw | Nov 10, 2016 | Blogs, Customer Experience
Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of...
by Colin Shaw | Nov 8, 2016 | Blogs, Customer Experience
Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each...
by Colin Shaw | Nov 3, 2016 | Blogs, Customer Experience
Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?” I have, and I wasn’t happy about it. Nor was I pleased when I was charged to...
by Colin Shaw | Nov 1, 2016 | Blogs, Customer Experience
Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. In today’s context, their Code of Ethics sounds...
by Colin Shaw | Oct 27, 2016 | Blogs, Customer Experience, Customer Satisfaction
When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are...
