by Colin Shaw | Sep 22, 2015 | Customer Experience, Customer Loyalty, Customer Retention, Digital Experience, Experience Design, Expert's Insights, experts insights, Subconscious Experience, Thought Leadership
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and...
by Colin Shaw | Sep 15, 2015 | Blogs, Conferences, Events & News, Customer Behaviour, Customer Experience, Customer Loyalty, Customer Retention, Customer Satisfaction, Expert's Insights, experts insights
Did you know Netflix’s Net Promoter Score® (NPS®) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you...
by Colin Shaw | Sep 10, 2015 | Customer Experience, Customer Satisfaction, Customer Service, Employee Experience, Experience Design, Expert's Insights, experts insights, Thought Leadership
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your...
by Colin Shaw | Sep 4, 2015 | Blogs, Customer Behaviour, Customer Experience
Customer Experience (CX) is a journey, not a destination. The status quo for what makes a great CX is always changing, and soon the bar is raised, forcing everyone to take it to the next level. Depending where you are on your CX journey, you might be left behind if...
by Colin Shaw | Jul 30, 2015 | Customer Experience, Customer Loyalty, Customer Satisfaction, Emotional Experience, Experience Design, Uncategorized
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely...
by Colin Shaw | Jul 21, 2015 | Blogs, Customer Behaviour, Customer Experience, Digital Experience, Experience Design
Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds,...
