by Colin Shaw | Oct 9, 2015 | Customer Experience, Customer Research, Customer Retention, Customer Satisfaction, Experience Design, Expert's Insights, experts insights
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a...
by Colin Shaw | Oct 1, 2015 | Customer Experience, Experience Design, Expert's Insights, experts insights, Management, Net Promoter Score®, Thought Leadership
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly...
by Colin Shaw | Sep 29, 2015 | Customer Behaviour, Customer Experience, Digital Experience, Experience Design, Expert's Insights, experts insights
Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User...
by Colin Shaw | Sep 22, 2015 | Customer Experience, Customer Loyalty, Customer Retention, Digital Experience, Experience Design, Expert's Insights, experts insights, Subconscious Experience, Thought Leadership
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and...
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...
by Colin Shaw | Jul 30, 2015 | Customer Experience, Customer Loyalty, Customer Satisfaction, Emotional Experience, Experience Design, Uncategorized
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely...
