by Colin Shaw | Jan 9, 2012 | Customer Experience
Henry Ford, the famed American entrepreneur, had a surprising recipe for success. Ford, known for his irony, once said that his customers could buy any color of car they wanted as long as it was black. Today the reverse is true, but it can hurt your organization....
by Colin Shaw | Jan 5, 2012 | Customer Experience
Over the past several years art museums have begun to place much more emphasis on a concept they call the “visitor experience.” According to the New York Times, the New Museum in New York City, like several of the museums I’ve mentioned before, is currently mounting a...
by Colin Shaw | Dec 19, 2011 | Customer Experience
The automotive industry has bounced back from the 2008 crisis by incorporating the core principles of customer experience into its wide array of corporate identities. After purchasing Chrysler, Italian automaker Fiat decided to take risks by building up the “showroom”...
by Colin Shaw | Dec 14, 2011 | Customer Experience
Today every business student learns about the Four Ps of marketing. What few students realize, however, is that the “Four Ps” were originally 15. The concept of the Four Ps first emerged in conjunction with the term “Marketing Mix” when Neil Borden spoke before the...
by Colin Shaw | Dec 12, 2011 | Customer Experience
In “The Gender of Money,” Dr. Viviana A. Zelizer elaborates on the traditional economic stance toward money as interchangeable, seamlessly fungible and “free” from social or cultural influences. But that’s all changing. In a series of compelling studies around the...
by Colin Shaw | Dec 9, 2011 | Customer Experience
The airline industry faces enormous customer experience challenges. Just think of Qantas’ labor dispute that left thousands of passengers stranded around the world, or AirTran’s legal debacle with passengers suing over a cockroach-infested plane and now American...
