by Colin Shaw | Aug 15, 2012 | Customer Experience
In highly saturated and competitive markets, such as the banking, companies are looking for ways to differentiate themselves beyond just the price and avoid a race to the bottom. They invest lots of time and money designing what they think is a unique identity....
by Colin Shaw | Aug 13, 2012 | Customer Experience
In our last book, Customer Experience: Future Trends and Insights, we wrote about three areas to keep your eye on: Social media (short term future), Experience Psychology (near term future) and Neuroexperience (longer term future). Neuroexpereince is defined as “the...
by Colin Shaw | Aug 10, 2012 | Customer Experience
Business metrics are a quick way of quantifying the progress (or otherwise) a company is making. More importantly, metrics are tangible concrete goals to focus efforts and resources around because the main presumption behind them is that they are valid indicators of...
by Colin Shaw | Aug 5, 2012 | Customer Experience
Times are a changing. Shopping malls are changing with them and in the process are serving as sort of a customer experience barometer. It used to be that malls were simply warehouses for a variety of stores. Their main attraction was convenience. The big suburban...
by Colin Shaw | Aug 1, 2012 | Customer Experience
In the last couple of years, customer experience has really taken off in developing and emerging markets. We have won major projects in Russia, the Middle East and in several countries in Africa. We have been approached by companies based in Brazil and Chile. Just...
by Colin Shaw | Jul 30, 2012 | Customer Experience
I was once called into see a new client who had a problem they wanted to discuss: “We undertook research about 18 months ago on how we could improve our Customer Experience. Our Customers told us we needed to improve our billing. We have just spent $ X million on a...
