by Colin Shaw | Jan 17, 2013 | Customer Experience
When asking your customers for feedback on their Customer Experience, what aspect of their Customer Experience are they referring to when they give you their answer? Let me explain by drawing an analogy. When you buy a new pair of shoes they may rub and create a...
by Colin Shaw | Jan 14, 2013 | Customer Experience
Beyond Philosophy has used a subset (n=10,000 over 18 experiences) of our world leading database of emotion interviews (n=30.000) to quantify both the effects of emotion on value and which touchpoints are emotional drivers. To ensure an ‘apples for apples’ comparison...
by Colin Shaw | Jan 10, 2013 | Customer Experience
Most businesses put great emphasis on how clever their people are, and test for their IQ. I have always been a great advocate to also look at Emotional Intelligence, (EQ). In my opinion EQ is one of the key attributes of a good Customer Experience professional. Why is...
by Colin Shaw | Jan 7, 2013 | Customer Experience
As I look back on 2012 it has been another growth year for the Customer Experience industry. Will we still see this in 2013? Here are my predictions of what is likely to happen… 1. Continued growth of Customer Experience From a big picture perspective in 2013 I...
by Colin Shaw | Jan 3, 2013 | Customer Experience, Customer Loyalty, Emotional Experience, Experience Design, Moment Mapping, Telecom
As we look back at the past 12 months, I thought it would be interesting to review our most popular posts of 2012. 1. The first proved to be very controversial as I was suggesting the end of Customer Experience as a movement: “RIP Customer Experience: Seven reasons...
by Colin Shaw | Dec 20, 2012 | Customer Experience
The festive holidays are approaching; we all look forward to spending time with our family and friends and if you are anything like me, usually end up reflecting on the year gone by…. Whilst writing this piece, I thought it would be a good idea to include a...
