by Colin Shaw | Aug 17, 2012 | Customer Retention
I had the great honor of meeting and presenting on the same stage as Steven Covey on a few occasions. It was with great sadness I discovered he recently died. His ‘Seven Habits of Highly Effective People’ was the bedrock of my career. Covey’s concept of the...
by Colin Shaw | Aug 8, 2012 | Customer Retention
Do you think you will get seven years bad luck if you break a mirror? Do you dislike sitting in the 13th row of an aircraft or staying on the 13th floor of a hotel? Over 50% of Americans are superstitious according to a blog by Alex Lickerman, M.D. The interesting...
by Colin Shaw | May 21, 2012 | Customer Retention
Recently I received a call I was dreading. My daughter called us in our home in Sarasota, FL, to say that our pet dog of fourteen years, Blaze was dying in England. Our immediate response was to fly back to England to be with Blaze and my daughter for our pet’s last...
by Colin Shaw | Apr 10, 2012 | Customer Retention
Is there a general trend toward customer sophistication in making complaints and in understanding the real root causes of the problem? I recently read a blog post by Rosa Dominguez which outlined some issues she was having with ING Direct in Spain (Spanish version...
by Colin Shaw | Apr 8, 2012 | Customer Retention
Over the last ten years I have had the privilege of designing many customer journeys for our clients. I would like to share with you some of the critical aspects of this work to enable you to design a great experience for your company. Organization confuse processes...
by Colin Shaw | Mar 14, 2012 | Customer Retention
I am very grateful to the UK motor insurance industry for finally cold calling me with something useful; the chance to feedback how I truly feel about the state of the industry. First and foremost this is an industry offering a dysfunctional Experience in so many...
