by Colin Shaw | Oct 22, 2012 | Customer Experience
For those of you who have read our book “Customer Experience: Future trends and Insights” will know that I spend a bit of time thinking about the coming future of neurologically modulated customer experience which I refer to generally as Neuroexperience. In the book I...
by Colin Shaw | Oct 18, 2012 | Customer Experience
As we are one of the very first Customer Experience consultancies in the world and have been working in the area successfully for ten years; you can imagine we have a vast experience in what to do and what not to do when implementing a Customer Experience program....
by Colin Shaw | Oct 15, 2012 | Customer Experience
Journey Mapping, also sometimes referred to as Touchpoint Mapping, is a tool often used by organisations as a starting point and introduction to their customer experience endeavour. It not only helps organisations put a different perspective on their business...
by Colin Shaw | Oct 11, 2012 | Customer Experience
Who should we select to lead our customer experience efforts? What kind of people should we select when we enlarge the team? I have heard these questions several times recently. Perhaps, some time ago, it would have taken me a while to think of all the important...
by Colin Shaw | Oct 8, 2012 | Customer Experience
Electronics retailers’ customer experience has not generally enjoyed a stellar perception. Customers are all too familiar with sales people who know little more that what is written on product info cards at POS. With the advent of the internet shopping, the natural...
by Colin Shaw | Oct 5, 2012 | Customer Experience
Companies traditionally segment on the basis of demographics, spend or in more sophisticated companies by need, lifestyle or occasion. Yet in the new world of Customer Experience Management where goods and services are increasingly treated as commodities how useful...
