by Colin Shaw | May 4, 2018 | Blogs, Customer Experience
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one(#6),...
by Colin Shaw | Apr 27, 2018 | Blogs, Customer Experience
Facebook is in hot water with their users regarding the use of personal data. No matter where you are as a Facebook user—or not, as the case may be—we can all learn three crucial lessons from Facebook’s mistakes. To summarize, the Facebook Cambridge Analytica scandal...
by Colin Shaw | Apr 20, 2018 | Blogs, Customer Experience
Starbucks has announced that it will close more than 8,000 company-owned stores on May 29 to present racial bias education to its employees. This dramatic move is a response to last week’s incident at a Philadelphia Starbucks, where two black men were arrested as they...
by Colin Shaw | Apr 13, 2018 | Blogs, Customer Experience
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the...
by Colin Shaw | Apr 9, 2018 | Blogs, Customer Experience
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial...
by Colin Shaw | Mar 30, 2018 | Blogs, Customer Experience
We like to think that influences on our behavior are things of which we are aware. It makes us feel like we are in control. However, forces affect our behavior whether we are aware of them or not. Moreover, the non-conscious influences of which we aren’t mindful have...
