by Colin Shaw | Jan 30, 2012 | Customer Service
Go Daddy is the web’s top registrar, providing over 50 million customers with website domains around the world. For the first time we witnessed the full power of social media as a real-time, live forum to express discontent. We can draw several lessons from the events...
by Colin Shaw | Oct 26, 2011 | Customer Service
In the Journal of Service Research, one-third of 244 consumers said they’d experienced or witnessed insensitive, disrespectful or rude employee behavior an average of once per month. A recent story from the CBS News affiliate in Atlanta highlighted this finding...
by Colin Shaw | Jul 28, 2011 | Customer Experience, Customer Service
Doctor’s offices don’t spring to mind when you think of great Customer Experiences. Although paper gowns and cold hands play a part in that, the entire healthcare industry has been marred by excessive wait times, endless amounts of paperwork and complicated...
by Colin Shaw | Jan 24, 2011 | Customer Service
What’s the tone of your customer experience…. Author: Colin Shaw Alex Lickerman, M.D. has written a great piece on The Importance of Tone over at Psychology Today. The tone your organisation communicates can be vital at all levels of the customer experience....
by Colin Shaw | Jan 14, 2011 | Customer Experience, Customer Service, Market Research
A recently published study reports that satisfaction levels with Car Insurance!!!! Author: Colin Shaw A recently published study reports that satisfaction levels with Car Insurance companies has decreased from last year. I’m sure one of the factors will be increasing...
by Colin Shaw | Jan 11, 2011 | Customer Experience, Customer Service, Expert's Insights
What will 2011 be the year of? Mobile? Social Business? Geo-location? F-Commerce? Every year someone makes a prediction that ‘this will be the year of X’ and they are invariably wrong. We aren’t that silly and neither is David Armano who posted his Six Social Media...
