by Colin Shaw | Apr 4, 2012 | Customer Experience
Patient experience excellence has brought Memorial Hermann Hospital System in Texas, US, astonishing rewards: 5% increase of market share within the first 2 years Profit where loss was predicted Patient satisfaction scores jump by 20% on average across the board...
by Colin Shaw | Mar 30, 2012 | Customer Experience
I am not sure if it is because I am getting old that I am becoming increasingly disillusioned with the way some companies behave. Unfortunately I have a number of example. Everyone would know the first, the ‘News of the World’ and the way they broke the law as a...
by Colin Shaw | Mar 21, 2012 | Customer Experience
Sometimes things never change…. a number of years ago, when I was a Senior Executive responsible for Customer Experience at BT, I was presenting to my colleagues on our Customer satisfaction survey results. I informed the team I felt the ‘Voice of the Customer’ was...
by Colin Shaw | Mar 19, 2012 | Customer Experience
With limited scope for organic growth in the US and Europe, many companies and investors turned their eyes towards the Emerging Markets. Focus now starts to shift to the CIVET group of countries (Colombia, Indonesia, Vietnam, Egypt, Turkey and South Africa). They are...
by Colin Shaw | Mar 12, 2012 | Customer Experience
My thanks to everyone who attended my session at ‘South By South West’. Great to see so many people there and standing room only! My speech was “Customer Are Irrational: Stop fighting it” Why do people knock wood for luck? Why do people press elevator buttons 20...
by Colin Shaw | Mar 2, 2012 | Customer Experience
Tech titans like Google, Facebook, and Microsoft are finally catching up to mother nature in the race to create an intuitive social search experience. In our recent book Customer Experience: Future Trends and Insights Palgrave McMillian 2007, we write that technology...
