by Colin Shaw | Oct 9, 2015 | Customer Experience, Customer Research, Customer Retention, Customer Satisfaction, Experience Design, Expert's Insights, experts insights
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a...
by Colin Shaw | Mar 21, 2013 | Customer Research, Customer Satisfaction, Emotional Experience
Authors: Steven Walden and Nigel Marlow Things your insights department and academics won’t tell you about your metrics and suggestions on resolving them! The Problem With Metrics Today It infuriates me the way organisations love their metrics. It’s not that I am...
by Colin Shaw | Mar 26, 2012 | Customer Research
In the world of household cleaning supplies, “anti bacterial” formulations have become ubiquitous. Anti-bacterial sell themselves to a germ conscious society. Unfortunately, one negative consequence of the over use of anti-bacterial is that germs develop increased...
by Colin Shaw | Sep 20, 2011 | Customer Research
2011 Global Customer Experience Management Survey View more www.slideshare.net/BeyondPhilosophy from Beyond Philosophy Click here to download a PDF version of the presentation. Twentieth century philosopher Friedrich Nietzsche once reflected, “many [people] are...
by Colin Shaw | Jun 14, 2010 | Customer Research, Customer Satisfaction, Customer Service
I was recently asked to comment on a growing phenomenon here in the UK – the use of Hard Sell tactics in retail shops on London’s Biggest Conversation – LBC radio 97.3. The traditional British style is for the shop keeper to give you space until you more or less...
