by Colin Shaw | Sep 4, 2010 | Customer Experience, Expert's Insights, Thought Leadership
Emotional rooms, Emotional brands, Emotional customer experiences!!! Author: Colin Shaw The prolific Seth Godin has written a brilliant post on how we seek out emotions in our daily lives. Occasionally we encounter emotions at random. More often, we have no choice,...
by Colin Shaw | Sep 3, 2010 | Customer Experience, Expert's Insights
Help Chat Boxes – Advice for your online customer experience Author: Colin Shaw Trying to move customers through your customer service journey can be treacherous endeavour, but lending a helping hand is always a good thing right? Well, it may be wrong. According to...
by Colin Shaw | Sep 2, 2010 | Customer Experience, Management
AUTHOR: Colin Shaw I saw this brilliant video by the RSA Animate series depicting “Bestselling author, political adviser and social and ethical prophet Jeremy Rifkin investigates the evolution of empathy and the profound ways that it has shaped our development and our...
by Colin Shaw | Sep 1, 2010 | Customer Experience, Market Research
Why we must measure emotion Author: Colin Shaw I’m pleased to announce that Steven Walden and Qaalfa Diheebi have been featured in Research for an article on ‘Why we must measure emotion’ which gives an insight into “why failing to track measures of emotion could lead...
by Colin Shaw | Sep 1, 2010 | Customer Experience, Customer Service, Market Research
Global Customer Service Research – putting numbers to customer experience!!! Author: Colin Shaw Echo Reserach have released a Global Customer Services Barometer for American Express. There’s plenty of insight there, these were the key stats that really caught my eye:...
by Colin Shaw | Aug 17, 2010 | Customer Experience, Expert's Insights, Market Research
Luxury brands, logos and the perception of your customer experience Author: Colin Shaw The bigger the brand, the bigger the logo? Not necessarily The customer experience you’re trying to deliver is going to be heavily influenced by your target audience. The product or...
