by Colin Shaw | Nov 26, 2012 | Customer Experience
One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of where the blockages are in your organisation towards customer centricity your initiatives could end before they even begin. So how...
by Colin Shaw | Nov 19, 2012 | Customer Experience
Multimodal experience is an experience that involves more than one sense (sight and smell for example). It is getting closer and closer to becoming business as usual. We are not there yet but its incidence is increasing. Indeed, I have previously blogged about...
by Colin Shaw | Nov 15, 2012 | Customer Experience, Telecom
Mobile phones and apps are playing an increasingly important role in our daily lives. They have enabled us to make and change plans on the go; find our ways when driving; entertain ourselves while waiting; answer questions on the spot and essentially get information...
by Colin Shaw | Nov 14, 2012 | Customer Experience
Are you designing for appearance or for experience? In a brilliant TED Talk by Julian Treasure – Why Architects need to use their ears he argues that far too many people far too often design only for the visual appearance (i.e. for the eyes) and not for the...
by Colin Shaw | Nov 12, 2012 | Customer Experience
Beyond Philosophy recently conducted a global survey on Customer Experience Management asking Heads and Directors of CE the question: ‘what is the one question you would like answered about Customer Experience?’ The results shown in figure 1 indicate the struggle...
by Colin Shaw | Nov 8, 2012 | Customer Experience
There seems to be a common misconception that improving your organization’s Customer Experience will cost more money. In my experience this is not the case, in fact the opposite. Improving your Customer Experience saves money. Let me give you some examples. Many...
