by Colin Shaw | Jul 27, 2012 | Customer Experience
I’ve noticed that articles on user experience (UX) rarely mention customer experience (CX) and vice versa. The two seem to be developing in the shadow of each other without actually acknowledging each other. Then I came across an interesting blog post by Leisa...
by Colin Shaw | Jul 23, 2012 | Customer Experience
Over the last three days, I have had an interesting customer experience with Barclays Bank. I have had similar experiences with other organisations that must be concerned with security and have strict regulations. Here is the basic situation. Barclays call me. When I...
by Colin Shaw | Jul 18, 2012 | Customer Experience
I recently wrote a blog on the 5 ways to gain Senior Executive ‘buy in’ to your Customer Experience. Since then I have been asked a number of questions about how you can get senior executives closer to the customers so they can understand their own Customer Experience...
by Colin Shaw | Jul 16, 2012 | Customer Experience
The New York Times recently reported an interesting observation that has been known by psychologists for quite some time. I call it the “White Coat Phenomenon”. Basically, the phenomenon is that a doctor’s white coat has many strong emotional and subconscious effects....
by Colin Shaw | Jul 11, 2012 | Customer Experience
I was very interested to see that organizations are starting to provide a better Customer Experience to those people have more social influence. You may have heard of Klout. It is a service that measures your ‘influence’ in social media. I was interested to read in...
by Colin Shaw | Jul 9, 2012 | Customer Experience
When hiring consultancies most organisations look for companies with a proven track record of success within the specific industry. This makes sense as it implies the consultancy is familiar with the business and can readily spot fixes, share best practices and...
