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by Colin Shaw | Sep 9, 2014 | Blogs, Customer Analysis, Customer Experience
How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t...
by Colin Shaw | Aug 25, 2014 | Blogs, Customer Experience, Thought Leadership
Love them or hate them, most of us have eaten at McDonald’s at some point and therefore you are familiar with their menu and their experience: Fast, cheap food that you can get all over the world. But how is the high price of cheap affecting their experience?...
by Colin Shaw | Aug 18, 2014 | Blogs, Customer Experience, Social Media
A hotel in Hudson, New York, the Union Street Guest House, will reportedly fine brides $500 for every negative review posted by any of her guests after the event. The amount is deducted from their deposit with the chance to be refunded if the review is taken down....
![Discovering What Customers Don’t Know Themselves]()
by Colin Shaw | Aug 13, 2014 | Blogs, Customer Experience
The mobile experience, meaning the experience your customers have with you on their smartphones and tablets, is rising in popularity as more shoppers embrace the idea of shopping on the go. Once viewed as a competitor to retail, the mobile channel can have a direct...
![Discovering What Customers Don’t Know Themselves]()
by Colin Shaw | Jul 25, 2014 | Blogs, Customer Experience
Southwest Airlines knows how to make a boring speech fun. Best of all it doesn’t cost a dime. Recently featured on CNN’s Anderson Cooper 360, a YouTube video of one of the flight attendant’s safety speeches is an excellent example of how to add fun into your...
by Colin Shaw | Jul 17, 2014 | Blogs, Customer Experience
Customer Experience is not something you design, implement and then you have it, along with a plaque and a hearty handshake. Sure you do all those things (except maybe not the plaque) because that’s how you improve a customer experience. But what many of our clients...
