by Colin Shaw | May 16, 2012 | Customer Experience
Companies interested in loyalty often measure Net Promoter®; likewise companies interested in Customer Satisfaction measure CSAT, so it seems logical to ask with the current buzz around Customer Experience how should you measure the CE? This is an important question...
by Colin Shaw | May 14, 2012 | Customer Experience
In customer experience management (CEM), one fundamental truth is that the customer experience is made up of two halves: rational and emotional. In financial services, one fundamental reality is that people want the greatest return but within their acceptable risk...
by Colin Shaw | May 11, 2012 | Customer Experience
When we start working with a client to improve their Customer Experience I am often asked ‘How long will it be before we see a result’. On the face of it whilst this sounds an easy question to answer it is fraught with difficulty… for example…. I have recently started...
by Colin Shaw | May 7, 2012 | Customer Experience
A recent article in the Wall Street Journal pointed out that Japan even in through 20 years of recession continues to produce perhaps the world’s highest concentration of the highest quality goods and services in the world. The author, Tom Downey highlights several...
by Colin Shaw | Apr 23, 2012 | Customer Experience
In a digital era where self-servicing and self-sufficiency become order of the day, human interaction is rightfully seen as a key differentiator for companies trying to engage customers. The call centre experience is one such instance where human interaction can...
by Colin Shaw | Apr 6, 2012 | Customer Experience
According to Nielsen report the number of smartphone subscribers in the US using mobile internet has grown 45% since 2010 and is rising. Research firm Gartner estimates smartphones sales worldwide increased 58% year on year in 2011. This is putting pressure on...
