by Colin Shaw | Jul 20, 2010 | Customer Experience, Customer Service, Social Media
Don’t complain about complaining customers – they are good for your business!!!!!! Everyone knows the real truth – the customer isn’t always right. This doesn’t mean that you can be annoyed, frustrated or dismayed when customers complain about your product. How else...
by Colin Shaw | Jul 16, 2010 | Customer Experience, Expert's Insights, Market Research
The correlation between Stock Market performance and the Customer Experience Index. Forrester Research recently updated the source data and reanalyzed the findings found in the correlation between their Customer Experience Index (CxPi) rankings and stock market...
by Colin Shaw | Jul 14, 2010 | Customer Experience
Singapore Aiport slides towards a memorable Customer Experience…. Sometimes, the best ideas are the simplest ones. Inside Singapore’s Changi Airport there is a four-storey slide. What on earth is a slide doing in an airport? Simple – it’s putting a bit of fun...
by Colin Shaw | Jul 13, 2010 | Customer Experience
American Express’ 3 stages of Customer Relationship Care.. American Express recently reported that their customer satisfaction rates have climbed dramatically We are pleased to count American Express as one of our clients for a number of years, and I’m glad to read...
by Colin Shaw | Jul 12, 2010 | Customer Experience, Market Research
Net Promoter® 2010: The UK’s most recommended brands….. Satmetrix, the Net Promoter® Company, today released the 2010 European Net Promoter® Industry Benchmarks for a variety of sectors across the UK, France and Germany. Based on over 24,000 survey results, with...
by Colin Shaw | Jul 5, 2010 | Customer Behaviour, Customer Experience, Social Media
The Break Up between the advertiser and the customer…. The Break-Up’ is about the relationship between an advertiser and a consumer. They’ve agreed to meet in a restaurant. The man’s feeling perfectly happy, until the woman makes a painful announcement: she...
