![Cracking Employee engagement through leadership]()
by Colin Shaw | May 23, 2013 | Customer Experience
It’s tough to get employees engaged but, when you do, it’s worth its weight in gold… let me tell you a story about how I achieved this to great effect… A number of years ago, back in my corporate career, I was asked to take over 20 call centers. The previous manager...
by Colin Shaw | May 16, 2013 | Customer Experience, Emotional Experience
When you see an ad with a celebrity like Leonardo DiCaprio holding a watch or an ad with someone showing emotion like proposing to their girlfriend on their knees, what is more effective? New research to be launched in June shows that advertisements that align to a...
by Colin Shaw | May 13, 2013 | Customer Experience
I did a lot of travel 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 logistic companies and let me tell you something – the opportunity to differentiate on the basis of customer experience...
by Colin Shaw | May 9, 2013 | Customer Experience
It is fascinating to see, and more importantly, to feel the differences between the two countries that I love – the United States and the United Kingdom (UK). I now live in Sarasota, FL but frequently travel back to England to see the Beyond Philosophy team and...
by Colin Shaw | May 2, 2013 | Customer Experience
How High Standards Can Hurt Your Business I was sitting in the reception of a new client the other day and I always take the time to look around, as reception areas start to tell you what the organization is like. I noticed on the wall there was a big sign that...
by Colin Shaw | Apr 29, 2013 | Customer Experience, Customer Loyalty
Regular readers will know that we do not choose between experiences, but we choose between memories of experiences and therefore how your memory is formed becomes important when designing a great Customer Experience. I talked about the difference between experience...
