by Colin Shaw | Jul 15, 2011 | Customer Experience
Having begun my Customer Experience career in the world of telecoms, my upcoming featured speaker status in Telecoms IQ’s upcoming Customer Experience Management in Telecoms Virtual Summit 2011 is something of a homecoming. My August 9 session will open three weeks’...
by Colin Shaw | Apr 29, 2011 | Customer Behaviour, Customer Experience
As your company considers how to reassess and redesign your customer experience, think about how much you know about the customer’s subconscious thought processes. Art Markman, writer for Psychology Today, in an article entitled Ulterior Motives: How goals, both seen...
by Colin Shaw | Mar 30, 2011 | Customer Behaviour, Customer Experience, Expert's Insights
Wrestling with how to improve, manage, or maintain customer experience operations is a journey that never ends. In The DNA of Customer Experience, I provided research that shows that trust is one of the key emotions that can destroy a company’s relationship with a...
by Colin Shaw | Feb 9, 2011 | Customer Experience, Expert's Insights
The Walkie-Talkie Model of Customer Experience named a ‘must read’ Author: Qaalfa Dibeehi and Zhecho Dobrev As thought leaders in the Customer Experience sphere, we at Beyond Philosophy pride ourselves on writing key think-pieces for the industry. We have recently had...
by Colin Shaw | Feb 9, 2011 | Customer Experience
“Creating in totality an ideal buying experience and innovative interactions that engages as well as enables buyers to enter into a transactional and loyal relationship with the organization” Author: Colin Shaw Tony Zambito over at The Social Customer has written a...
by Colin Shaw | Feb 9, 2011 | Customer Experience, Expert's Insights
Author: Colin Shaw Nielsen has released some its latest statistics on The State of the Global Consumer: Spending Trends. In a recession it is vital to control costs and steady the ship for a likely drop in income. However, one of the biggest costs an organisation can...
