by Colin Shaw | Feb 27, 2012 | Customer Experience
Yesterday I switched from T-Mobile onto another network provider. I have been their customer for 2 years. The experience inspired me to share my views as a customer and a customer experience consultant: The start of your customer journey is brilliantly designed...
by Colin Shaw | Feb 23, 2012 | Customer Experience
The promise of Customer Experience is to improve the return on loyalty through better customer emotional engagement. But what about in recessionary times when the simple survival of the organisation in the short-term is at stake and cost cutting is a top priority, how...
by Colin Shaw | Feb 18, 2012 | Customer Experience
The key to long-term customer loyalty is customer experience. As we show in Building Great Customer Experiences, 85% of senior business leaders agree that price, delivery and lead times are no longer effective marketing business strategies. Building great customer...
by Colin Shaw | Feb 16, 2012 | Customer Experience
As Starbucks plans to open about 50 new locations in India, the world may have to make way for 1,189,172,906 more caffeinated people . Earlier this year, Starbucks and Tata Group (the international conglomerate responsible for Jaguar, Tata Motors, and even Eight...
by Colin Shaw | Feb 13, 2012 | Customer Experience
San Francisco International Airport now has a yoga room for passengers to relax after going through security check. Melissa Mizell, design director for Gensler, the Terminal 2 architecture firm that also created the yoga room, states that it “gives modern travelers a...
by Colin Shaw | Feb 9, 2012 | Customer Experience
A time-honoured truth is that people may forget your words and even your actions – but they never forget how you made them feel. This is especially true when it comes to Christmas presents giving. With the holiday season behind us, I’m still reflecting on a...
