by Colin Shaw | Sep 22, 2015 | Customer Experience, Customer Loyalty, Customer Retention, Digital Experience, Experience Design, Expert's Insights, experts insights, Subconscious Experience, Thought Leadership
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and...
by Colin Shaw | Sep 15, 2015 | Blogs, Conferences, Events & News, Customer Behaviour, Customer Experience, Customer Loyalty, Customer Retention, Customer Satisfaction, Expert's Insights, experts insights
Did you know Netflix’s Net Promoter Score® (NPS®) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you...
by Colin Shaw | Jul 28, 2015 | Customer Behaviour, Customer Centricity, Customer Emotions, Customer Retention, Customer Service
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off!...
by Colin Shaw | Jul 14, 2015 | Blogs, Customer Retention, Customer Satisfaction, Experience Design
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot...
by Colin Shaw | Jul 7, 2015 | Customer Centricity, Customer Experience, Customer Loyalty, Customer Retention, Customer Satisfaction, Experience Design, Uncategorized
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...
by Colin Shaw | Mar 10, 2015 | Blogs, Customer Retention
Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition...
