by Colin Shaw | Nov 6, 2012 | Customer Experience
When the experience betrays the words: How to get the right balance between sales messages and the actual customer experience Nokia became the latest company to get the ratio between the sales message and the actual experience wrong. I know many organizations are...
by Colin Shaw | Nov 1, 2012 | Customer Experience
With healthcare reform around the corner, although somewhat dependent on the Presidential election, many healthcare insurance companies are now scurrying around in fear of the ‘exchanges’. They are worried the exchanges on the online sites will show a side-by-side...
by Colin Shaw | Oct 31, 2012 | Customer Experience
I was recently interviewed on LBC 97.3 talk radio in London on the news that Argos would close 75 of its stores. Argos is a multi-channel retailer that sells general merchandise and products for the home. They have sales of about £4.3 billion ($6.9 billion) and employ...
by Colin Shaw | Oct 29, 2012 | Customer Experience
Have you ever been to a party when after the first hour you just want to go home? However you know you can’t as you don’t want to seem rude by leaving so early? I am sure we all have. A few weeks ago I was at a wedding where the person I sat next to just talked about...
by Colin Shaw | Oct 25, 2012 | Customer Experience
70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a company’s competitors after experiencing poor customer service. 81% are willing to pay more for a better...
by Colin Shaw | Oct 24, 2012 | Customer Experience
I was recently presenting work we had been undertaking to design a new experience for a client, Assurant Health in Milwaukee. They have been on the path of improving their Customer Experience for a while and have been making progress. During the presentation the...
