by Colin Shaw | Dec 8, 2014 | Blogs, Customer Experience, Employee Experience
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery, one of the leading Caterpillar dealers in the U.S., won the award, and...
by Colin Shaw | Oct 20, 2014 | Blogs, Employee Experience, Thought Leadership
Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical...
by Colin Shaw | Sep 11, 2014 | Blogs, Employee Experience
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the...
by Colin Shaw | Sep 5, 2014 | Blogs, Employee Experience
Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the...
![What We Can Learn from Google’s Empowered Culture]()
by Colin Shaw | Aug 27, 2014 | Blogs, Employee Experience, Thought Leadership
In 2014, Google topped the Fortune 100 Best Companies to Work for list, a place that they have been happy to occupy every year since 2012. But it’s hardly a surprise, because Googlers are an empowered team. The empowered culture that Google has created is exactly the...
![What We Can Learn from Google’s Empowered Culture]()
by Colin Shaw | May 12, 2014 | Employee Experience
Target announced the resignation of the Chairman, President and CEO, Gregg Steinhafel yesterday following the data breach that compromised the credit and debit card information of over 110 million customers last December. Target’s attempt to win back the confidence of...
