by Colin Shaw | Jun 4, 2015 | Blogs, Customer Experience
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too....
by Colin Shaw | May 19, 2015 | Blogs, Customer Experience
Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on...
by Colin Shaw | May 5, 2015 | Blogs, Customer Centricity, Customer Experience
Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how...
by Colin Shaw | Apr 30, 2015 | Blogs, Customer Experience
We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. These companies all struggle with the same question as a result of their business model: who is the Customer, the dealer or the end...
by Colin Shaw | Apr 17, 2015 | Blogs, Customer Experience, Employee Experience
Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a...
by Colin Shaw | Apr 14, 2015 | Blogs, Customer Experience, Thought Leadership
Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your...
