by Colin Shaw | Sep 1, 2010 | Customer Experience, Customer Service, Market Research
Global Customer Service Research – putting numbers to customer experience!!! Author: Colin Shaw Echo Reserach have released a Global Customer Services Barometer for American Express. There’s plenty of insight there, these were the key stats that really caught my eye:...
by Colin Shaw | Jul 29, 2010 | Customer Experience, Customer Service
An insight into the Vodafone iPhone 4 Customer Experience!!!! Author: Colin Shaw Through the power of Twitter, we have managed to gain a first hand insight into the Vodafone Customer Experience. One of the people I follow, @Tive, tweeted about a blog post he had...
by Colin Shaw | Jul 23, 2010 | Customer Behaviour, Customer Experience, Customer Service, Thought Leadership
What’s more important: Employee Satisfaction or Customer Retention? … Following on from yesterdays post on motivation, I found this post rather interesting… Douglas Hanna, CEO of A Small Orange, has written a post arguing that employee satisfaction is key to...
by Colin Shaw | Jul 20, 2010 | Customer Experience, Customer Service, Social Media
Don’t complain about complaining customers – they are good for your business!!!!!! Everyone knows the real truth – the customer isn’t always right. This doesn’t mean that you can be annoyed, frustrated or dismayed when customers complain about your product. How else...
by Colin Shaw | Jun 29, 2010 | Customer Experience, Customer Service, Social Media
Is social media the emphathetic future of the customer experience?…. Over the past few years at Beyond Philosophy we have been banging the drum that social media can provide an effective channel for engaging with your customers at a time when they need it the...
by Colin Shaw | Jun 14, 2010 | Customer Research, Customer Satisfaction, Customer Service
I was recently asked to comment on a growing phenomenon here in the UK – the use of Hard Sell tactics in retail shops on London’s Biggest Conversation – LBC radio 97.3. The traditional British style is for the shop keeper to give you space until you more or less...
