![RBS: We Were Wrong; the Customer Must Come First….But Will They Change?]()
by Colin Shaw | Apr 7, 2014 | Customer Experience
The Royal Bank of Scotland’s (RBS) CEO Ross McEwan admitted recently that in the banking crisis especially, they were not putting the customer first in their business practices. With this admission and his commitment to change he effectively ends his Naiveté…at least...
![RBS: We Were Wrong; the Customer Must Come First….But Will They Change?]()
by Colin Shaw | Apr 3, 2014 | Customer Experience
Last week, Starbucks announced that after 4pm they would serve wine and various evening menu items. But this move makes me uncomfortable based on two factors. #1. The history of big brands branching out beyond their usual offerings is not always good. History has...
![RBS: We Were Wrong; the Customer Must Come First….But Will They Change?]()
by Colin Shaw | Mar 31, 2014 | Customer Experience
In recent headlines, Quiznos filed for bankruptcy and Chipotle decided not to serve breakfast burritos. These two seemingly unrelated stories tell us something very important about creating a customer experience: you can’t change it using an inside out approach. What...
![RBS: We Were Wrong; the Customer Must Come First….But Will They Change?]()
by Colin Shaw | Mar 25, 2014 | Customer Experience, Customer Retention, Customer Satisfaction
As I line up to board the Delta flight from my home town of Sarasota, FL the announcement is made for all Diamond, Gold & Silver Customers to please board. At this point 75% of the people move towards the gate! It is crazy and something has to change. Well it has....
![RBS: We Were Wrong; the Customer Must Come First….But Will They Change?]()
by Colin Shaw | Mar 12, 2014 | Customer Experience, Customer Loyalty
Fortune recently released their list of the 50 “ World’s Most Admired Companies” and on it, Microsoft Slips to 24 from 17th just last year. Honestly I am not surprised by this downward trend. I am part of Microsoft’s problem. I don’t admire Microsoft, but I do admire...
![RBS: We Were Wrong; the Customer Must Come First….But Will They Change?]()
by Colin Shaw | Feb 27, 2014 | Customer Experience
A new study published online recently in the journal Emotion by researchers from Berkeley and Northwestern University indicates that women might be better at keeping a long-term marriage relationship on track and “happy.” These studies were related to long-term...
