by Colin Shaw | Dec 19, 2012 | Customer Experience, Customer Loyalty, Customer Satisfaction
I read in a recent article at Inc.com about amazing new research out of Stanf ord and Harvard Business School, which found that concrete goals designed to improve the well-being of others are more likely to lead to happiness for the giver than are acts with large,...
by Colin Shaw | Dec 17, 2012 | Customer Experience
It was one of those cold autumn days as I walked across the parking lot of a potential client. I was thinking how quickly the nights were drawing in when I entered their reception area which was very grand and I waited for Pete (not his real name), the Head of...
by Colin Shaw | Dec 12, 2012 | Customer Experience
Where does the customer experience sit? What are the responsibilities and, most importantly, the authority of the customer experience owners within organisations? These were some of the questions we looked to answer with our research amongst senior customer experience...
by Colin Shaw | Dec 10, 2012 | Customer Experience, Emotional Experience, Telecom
I’ll start with a real life story. The CEO of a company decided not to renew the contract with their telecommunications provider even though they were the cheapest. Puzzled by that the account manager sought to speak to the CEO and found that the reason for this...
by Colin Shaw | Dec 5, 2012 | Customer Experience
I recently came across an advert for the SmartShopper™ 301 Grocery List Organizer which is essentially a voice recognition device that organizes your grocery shopping list. Its aim is to simplify and ease the grocery shopping process. A short review by a customer:...
by Colin Shaw | Dec 3, 2012 | Customer Experience
Customer Satisfaction, Loyalty, Recommendation, Effort, Spend, Tenure…the list of customer experience metrics is long and varied. Companies often track more than one and use it as an indicator of how well their customer experience is being delivered. They are reported...
