by Colin Shaw | Jul 7, 2015 | Customer Centricity, Customer Experience, Customer Loyalty, Customer Retention, Customer Satisfaction, Experience Design, Uncategorized
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...
by Colin Shaw | Jun 30, 2015 | Blogs, Customer Experience, Thought Leadership
Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on...
by Colin Shaw | Jun 26, 2015 | Blogs, Customer Experience, Thought Leadership
There are two keys to differentiating yourself from competitors. First, is to know in your bones that putting the Customer first is the right thing to do. The second key is to ask this ONE question every time you make a decision at the company: How will this affect...
by Colin Shaw | Jun 21, 2015 | Blogs, Customer Experience, Employee Experience
Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on...
by Colin Shaw | Jun 16, 2015 | Blogs, Customer Experience
Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent...
by Colin Shaw | Jun 12, 2015 | Blogs, Customer Experience
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction...
