by Colin Shaw | Jun 15, 2012 | Customer Experience
Let’s be honest, some of the highest spenders in CE are not necessarily the best at it! Why? Because it is not about how much money you spend but what you do with it that counts. So taking this as your maxim, is there a way we could actually reduce our spend...
by Colin Shaw | Jun 13, 2012 | Customer Experience
I am often asked ‘what are the key aspects of a successful CE program’? Despite writing four books on Customer Experience I don’t believe I have the monopoly on good ideas and therefore at Beyond Philosophy we work on the basis that ‘none of us are as clever as all...
by Colin Shaw | Jun 11, 2012 | Customer Experience
Most segmentation suffers from being inside-out. You grab the nearest off-the shelf dataset such as age, socio-economic class or spend and use that as a means to segment your audience whether the data is truly differentiating or not. Unfortunately this approach is not...
by Colin Shaw | Jun 8, 2012 | Customer Experience
We recently conducted global research of over 40 telecoms companies globally and one question proved to be the ‘killer’ question. We asked Customer Experience professionals in these companies ‘Which Telecoms company do you most admire for delivering a good Customer...
by Colin Shaw | Jun 5, 2012 | Customer Experience
It seems that one unique feature shared by many successful firms is their ability to respond quickly to or lead the market – an agility directly related to their internal dynamic of managed risk taking and creativity (or creative equity). Unfortunately, for most...
by Colin Shaw | May 30, 2012 | Customer Experience
We all know a lack of coordination between an organization’s departments can be one of the key factors in causing a poor Customer Experience. As an end to end Customer Experience touches many parts of the organization this is one of the key challenges an organization...
