by Colin Shaw | Dec 21, 2010 | Customer Experience
The importance of Trust in the Customer Experience!!! Author: Colin Shaw Trust is one of the key factors in a great customer experience. Can your customers trust your organisation? Can they trust you that you won’t rip them off? Can they trust you to deliver the...
by Colin Shaw | Dec 20, 2010 | Customer Experience
The Top 5 Customer Complaint Letters!! How do you deal with a particularly troublesome customer complaint letter? From Hamsters to iPod Nano’s to seat 29E, here is a great round up of some of the best customer complaint letters published on the net. Some you can...
by Colin Shaw | Sep 30, 2010 | Customer Experience, Market Research
The worlds best in-flight experiences revealed!! Author: Colin Shaw I travel across the pond a lot and I know the in-flight experience is where airlines can win or lose on their customer experince. The Airline Passenger Experience Association’s (APEX) announced their...
by Colin Shaw | Sep 15, 2010 | Customer Experience, Expert's Insights
Author: Colin Shaw One of my favourite bloggers, David Armano, has shared a great presentation he co-authored on Six Digital Trends To Watch. I think its a great summary of some of the emerging trends that are happening right now within the various online ecosystems...
by Colin Shaw | Sep 13, 2010 | Customer Behaviour, Customer Experience, Market Research
A Baby Boomer customer experience!!! Author: Colin Shaw I’m a baby boomer and don’t forget me. I’ve just dug out this post from Nielsen regarding the importance of the so-called ‘Baby Boomers’ and how they are breaking their traditional consumer conventions. This...
by Colin Shaw | Sep 6, 2010 | Customer Experience, Social Media
Facebook Places – an opportunity for a customer experience? Author: Colin Shaw The rise of geo-location services, culminating in the release of Facebook Places, has led me to ask one key question – is there an opportunity for organisations to extend their customer...
