by Colin Shaw | Sep 28, 2011 | Customer Experience
“What do you mean by Customer Experience?” I get asked this question all of the time. Although I help organizations to build great customer experiences every day, this is a surprisingly tricky question to answer. The best way to illustrate the concept is to offer...
by Colin Shaw | Sep 16, 2011 | Customer Experience
We all know that making our customers happy makes us happy, but how exactly do we make our customers happy? You might be inclined to say that the right product at the right price is the way to go, and certainly that is a component of customer happiness, but the...
by Colin Shaw | Sep 12, 2011 | Customer Experience
Have you ever watched the television series I Dream of Jeannie? If you’re unfamiliar with the plotline here’s a refresher: the sitcom stars a magical genie and illustrates the humorous mishaps of daily life in the human world. Genies, magic lamps… all this sounds bit...
by Colin Shaw | Aug 17, 2011 | Customer Experience
Apple. Disney. Ikea. Nike. What do these four brands have in common? Brand recognition. Brand recognition, however, is a double-edged sword. Once your company’s brand becomes an international household name, it also runs the risk of being pirated. Whether you call the...
by Colin Shaw | Aug 12, 2011 | Customer Experience
In my 15 years of working in the Customer Experience space, I’ve found that mindset is the single most important factor in getting people from within the organization to think of the customer rather than the product or service. Allow me to use a recent article by...
by Colin Shaw | Aug 11, 2011 | Customer Experience
In “A Key Decision Is Often Clouded by Emotion,” James Staten, a veteran in the infrastructure and operation management field, discusses the need to purge “emotion, conjecture and bravado” to make decisions effectively. The IT field offers us an example. IT is an...
