![Facebook: Why You Really Watched All Those ‘Look Back’ Videos]()
by Colin Shaw | Feb 24, 2014 | Customer Engagement, Customer Experience
My Facebook feed was stacked over the last few weeks with all the ‘Look Back’ videos that celebrated Facebook’s 10-year anniversary. One thing all these videos had in common is that they created stories from unrelated posts and photos that tell the story of people’s...
![Facebook: Why You Really Watched All Those ‘Look Back’ Videos]()
by Michael Lowenstein | Feb 19, 2014 | Customer Experience
We know the recent holiday season had seen record online purchasing, with the major delivery carriers struggling to maintain shipment scheduling normalcy. At the same time, online retailers are faced with increasing competition, and gold-standard service from...
![Facebook: Why You Really Watched All Those ‘Look Back’ Videos]()
by Colin Shaw | Feb 17, 2014 | Customer Experience
Amazon revealed recently that new feature in their mobile app will allow a consumer to point his or her camera at a product, like an empty mouthwash bottle or a can of furniture polish, and that photo alone would place an order on their website. The new Flow feature...
![Facebook: Why You Really Watched All Those ‘Look Back’ Videos]()
by Michael Lowenstein | Feb 13, 2014 | Customer Experience
Some years back, Jim Higgins, an academic colleague in Florida, wrote a terrific book – Innovate or Evaporate – for managers, professionals, team leaders and anyone in the enterprise concerned with increasing competitiveness. The foundation, or architectural...
![Facebook: Why You Really Watched All Those ‘Look Back’ Videos]()
by Colin Shaw | Feb 6, 2014 | Customer Experience
Disney is one of my favorite Customer Experiences. They use the phrase, “the Magic of Disney” to help describe the experience that they create for their guests and I would say they achieve “magic” with all the things they have thought of, trained for, and delivered...
![Facebook: Why You Really Watched All Those ‘Look Back’ Videos]()
by Colin Shaw | Jan 30, 2014 | Customer Experience
Before you spend a ton of money on a new CRM system, software, machine or process to enhance your customer experience, you should always make sure that you consider that your customers are humans in your design. Imperfect, irrational, and instinctive humans. I was...
