by Colin Shaw | Aug 10, 2011 | Customer Experience
Our regular readers know that more than half the typical Customer Experience is emotional. Unfortunately, many companies don’t get this – they still believe that interacting with consumers is a wholly rational process. Therein lies your competitive advantage....
by Colin Shaw | Aug 4, 2011 | Customer Experience
Dairy Queen does not often figure into examples of best customer experience. However, the signs of good customer experience principles are outlined in the article, Everything I Need to Know About Marketing I Learned at the Dairy Queen. More specifically, the author...
by Colin Shaw | Aug 2, 2011 | Customer Experience
Self-service can be an excellent option for your company and your consumers, but it’s important to first evaluate what benefit it brings, and for whom. It is amazing to be able to use your iPhone as a boarding pass for air travel walk through security and get on a...
by Colin Shaw | Jul 28, 2011 | Customer Experience, Customer Service
Doctor’s offices don’t spring to mind when you think of great Customer Experiences. Although paper gowns and cold hands play a part in that, the entire healthcare industry has been marred by excessive wait times, endless amounts of paperwork and complicated...
by Colin Shaw | Jul 21, 2011 | Customer Experience
As CEO of Beyond Philosophy, I routinely help companies analyze and improve their Customer Experiences. I’ve studied, analyzed and improved so many CE processes that I don’t often find myself surprised by my own Customer Experiences. That said, Delta Airlines recently...
by Colin Shaw | Jul 19, 2011 | Customer Experience
While patients in a hospital or doctor’s office aren’t typically thought of as customers, that’s precisely what they are. To that point, there’s been enough of a shift in the way healthcare organizations see their patients that the National Committee for Quality...
