Training Employees on Nonverbal Clues

by Colin Shaw | Jul 16, 2015 | Customer Behaviour, Customer Emotions, Customer Satisfaction, Customer Service, Emotional Experience

When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what...

5 Ways to Make a Great Impression on Your New Customer

by Colin Shaw | Jul 29, 2014 | Blogs, Customer Engagement, Customer Service

New customers are a lot like making a new friend. You need to make sure that you are making a good impression. After all, the goal here is to have a great relationship. So it stands to reason that you want to make a great impression right from the start. My regular...

Panera and Wendy’s: Designing Their Dining Experience for Millennials

by Colin Shaw | Jun 18, 2014 | Blogs, Customer Analysis, Customer Service

Millennials are the next generation of consumers coming of age currently and increasing in economic power. This group, roughly defined as anyone born between 1980 and 2007, has definite ideas about what drives value for them in a customer experience, including where...

Behavior Psychology Proves That Event Boundaries Affect Customers’ Memory of Your Experience

by Colin Shaw | Jun 16, 2014 | Blogs, Customer Behaviour, Customer Service

All of us want to create memorable experiences for our customers to foster an environment of customer loyalty and retention. But what do you do if you have unwittingly created impediments that prevent your customers from remembering key events in the experience? One...

Study: Social Customer Service NOT the Answer to Consumer Satisfaction

by Colin Shaw | Jun 10, 2014 | Blogs, Customer Experience, Customer Satisfaction, Customer Service, Social Media

This post was originally published at http://customerthink.com/study-social-customer-service-not-the-answer-to-consumer-satisfaction/ on May 15, 2014. A new US study by Parature (recently acquired by Microsoft) found social media not a significant factor in customer...

What Story Are You Telling Your Customers Today?

by Colin Shaw | May 7, 2014 | Customer Experience, Customer Satisfaction, Customer Service

Over the years I have learnt that telling stories is a very powerful way articulating something complex and moreover getting people to understand your point of view. Our regular readers know that we believe a Customer Experience is not just about price or the product,...