by Colin Shaw | Oct 29, 2020 | Company Culture, Customer Behaviour, Customer Experience, Customer Service, Employee Experience
You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer...
by Colin Shaw | Sep 10, 2020 | Blogs, Customer Behaviour, Customer Emotions, Emotional Experience, Employee Experience, Subconscious Experience
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this...
by Michael Lowenstein | Mar 24, 2016 | Blogs, Employee Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll,...
by Colin Shaw | Nov 3, 2015 | Customer Experience, Employee Experience, Experience Design, Expert's Insights, experts insights, Leadership, LinkedIn Influencer Series, Management
Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set...
by Colin Shaw | Sep 17, 2015 | Blogs, Customer Satisfaction, Customer Service, Employee Experience, Expert's Insights, experts insights, Leadership, Management, Retail Customer Experience, Thought Leadership
When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a...
by Colin Shaw | Sep 10, 2015 | Customer Experience, Customer Satisfaction, Customer Service, Employee Experience, Experience Design, Expert's Insights, experts insights, Thought Leadership
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your...
