by Colin Shaw | Jul 30, 2010 | Customer Experience
WIRED’s Chris Anderson & Malcolm Gladwell go head-to-head!!! I enjoyed reading about the continuing debate between Chris Anderson, author of FREE, and Malcolm Gladwell over the development of the Freemium economy. “Anderson argues for the idea of freemium, where...
by Colin Shaw | Jul 29, 2010 | Customer Experience, Customer Service
An insight into the Vodafone iPhone 4 Customer Experience!!!! Author: Colin Shaw Through the power of Twitter, we have managed to gain a first hand insight into the Vodafone Customer Experience. One of the people I follow, @Tive, tweeted about a blog post he had...
by Colin Shaw | Jul 27, 2010 | Customer Experience, Expert's Insights
Choose third party collaborators carefully when designing your customer experience – Apple Case Study !!!! Author: Colin Shaw Steve Jobs has spent decades designing, building and perfecting the Apple customer experience. However, in recent weeks all this hard work...
by Colin Shaw | Jul 26, 2010 | Customer Behaviour, Customer Experience
Is it right to design your Customer Experience for the few? … Author: Colin Shaw The ever brilliant Seth Godin has posted a short note on designing experiences for the few rather than the many: “Every time you interrupt your prospect or consumer, you...
by Colin Shaw | Jul 23, 2010 | Customer Behaviour, Customer Experience, Customer Service, Thought Leadership
What’s more important: Employee Satisfaction or Customer Retention? … Following on from yesterdays post on motivation, I found this post rather interesting… Douglas Hanna, CEO of A Small Orange, has written a post arguing that employee satisfaction is key to...
by Colin Shaw | Jul 21, 2010 | Customer Experience, Expert's Insights, Management
Customer Service lessons from the Zappos CEO Tony Hsieh… Tony Hsieh, Zappos CEO, has become famous for creating a company culture that is centred on a great customer experience. Tony was interviewed over at the Harvard Business Review and we’ve nabbed the four...
