by Colin Shaw | Apr 8, 2013 | Customer Satisfaction
Sentiment analysis has been around for a while, so perhaps it’s about time we looked at the sentiment towards sentiment analysis? I mean is this just a gimmick or is it really ‘of value’. Negatives 1. The McDonalds effect If your product or service is ‘bog-standard’...
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 | Dec 19, 2012 | Customer Experience, Customer Loyalty, Customer Satisfaction
I read in a recent article at Inc.com about amazing new research out of Stanf ord and Harvard Business School, which found that concrete goals designed to improve the well-being of others are more likely to lead to happiness for the giver than are acts with large,...
by Colin Shaw | Nov 21, 2012 | Customer Satisfaction, Net Promoter Score®
Over the past 7 years of analysing emotions, Beyond Philosophy has built up a wealth of experience on how to measure emotions and how to understand what drives emotion. However, there is no point in looking at emotion unless it drives value to your business. So with...
by Colin Shaw | Jul 20, 2012 | Customer Satisfaction
As one of the first Customer Experience dedicated consultancies; we’ve always known that it’s not about making customers happy but to motivate customers to act in a way that is valuable to the business. We’ve seen more and more people open to this concept as we go...
by Colin Shaw | May 28, 2012 | Customer Satisfaction
Underlying business reality are numbers. The board make investment decisions based on them, your KPIs are based on them, and leadership constantly focuses on improving them. In short, there is a cult of constant returns. If we have 95% satisfaction, let’s get to 96%;...
