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by Colin Shaw | Aug 12, 2013 | Customer Experience
Coffee and Wi-Fi go together, like fish and chips, movies and popcorn or Batman and Robin. So when I read that Starbucks and Google were aligning to provide customers faster Wi-Fi, I was not surprised. Starbucks is a customer centric company and therefore improving...
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by Colin Shaw | Aug 8, 2013 | Customer Experience
I see there are discussions again about the airline boarding process, as American Airlines are letting people without carry-on bags board first so not to clog the aisles. American’s announcement of their ‘new’ boarding process sounds reasonable and worth trying until...
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by Colin Shaw | Jul 25, 2013 | Customer Experience
How many times have you been with a group of friends or family and you relive a past experience? Everyone is smiling and laughing as you recall some episode in your life. We relive these moments, we love reconnecting with them, but over time these memories change....
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by Colin Shaw | Jul 22, 2013 | Customer Experience
As I mentioned in part one of this blog, I have done a lot of travelling recently. I flew with 5-6 airlines, used 4-5 different rent-a-car firms, stayed in half a dozen hotels, dealt with banks and logistics companies and let me tell you something – the...
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by Colin Shaw | Jul 15, 2013 | Customer Experience
“If only we could get the dealers to do what we ask them to do then the world would be OK”. This is a common comment we receive when we have been asked to help a company improve their Customer Experience where they sell their product and services through a third...
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by Colin Shaw | Jul 11, 2013 | Customer Experience
When it comes to your organization, you know how important it is to make a good first impression with your clients. From the minute they walk in the door, they have made an assumption or drawn a conclusion about what your organization does and what it stands for....
