by Colin Shaw | Feb 28, 2013 | Customer Experience
Subtle clues play a huge role in customer experience design and execution. The aspects of the experience that are not obviously noticeable and do not appear in traditional customer research reports because customers fail to point out, are in fact crucial to the...
by Colin Shaw | Feb 25, 2013 | Customer Experience
Abstract Customer Experience Management (CEM) has a confusing profile with up to 14 different definitions logged by analyst firm Gartner. Faced with such confusion CEM is now in crisis with software vendors using the term ‘as they see fit’ to sell CRM services and...
by Colin Shaw | Feb 25, 2013 | Customer Experience, Subconscious Experience
Mention “Freud” and most academics still give a wry smile and members of the general public immediately feel uncomfortable and defensive, because Freud is synonymous with hidden desires and sex! What psychologists and lay people alike forget is that Freud’s ‘big idea’...
by Colin Shaw | Feb 18, 2013 | Customer Experience
Far too many people think a recruitment process is one way; it’s all about the organization discovering if you are the right person for them. To me this is only half the story. It is equally as important to find out if the organization is right for you by undertaking...
by Colin Shaw | Feb 14, 2013 | Customer Experience
I couldn’t agree more with Casey Haksins and Peter Sims who argues in a recent HBR blog that too much efficiency can be just as deadly as too little as it leaves no room for trial and error. We all remember the 9.0 earthquake off the coast of Japan that triggered a...
by Colin Shaw | Feb 11, 2013 | Customer Experience
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees last week stating they needed to improve their Customer service. When I received a called from NPR (National Public Radio) asking for a radio interview...
