by Colin Shaw | Sep 17, 2012 | Customer Experience
A recent article in the New York Times by Nathaniel Popper presents what looks like a tricky problem for customer experience experts. The article “Bank Analyst Sees No Payoff in a Customer-Friendly Focus” tells the story of Richard X. Bove, a noted bank analyst, who...
by Colin Shaw | Sep 14, 2012 | Customer Experience
I am often asked who delivers the best customer experience. This is an impossible question as the real answer is determined in the collective minds of the target audience customer. However, I am sure all of us who think about customer experience day in and day out...
by Colin Shaw | Sep 10, 2012 | Customer Experience
Big data is a huge topic in Customer experience (no pun intended). Big data is bandied about now, primarily driven by the mounds of social media related data; companies can collect now (tweets, likes, shares, clicks, views, etc). The truth is we have always had big...
by Colin Shaw | Sep 5, 2012 | Customer Experience
Starbucks is well noted for its consistent customer experience. You can be pretty confident of the experience you are going to get at a Starbucks no matter where you are. I am just as confident holding an ad hoc business meeting there as I am suggesting it as a place...
by Colin Shaw | Aug 24, 2012 | Customer Experience
Is government regulation an excuse for providing below average (not to say bad) customer experience? Answer honestly! We have worked with companies from a range of industries but every time we speak with a company from the financial or the pharmaceutical sector the...
by Colin Shaw | Aug 20, 2012 | Customer Experience
I love examples of basic applied customer experience without the use of technology. The last time I blogged on a grocery store concept is was all about the technology – the use of QR codes to create a new kind of shopping experience. Recently, I came across a grocery...
