by Colin Shaw | Sep 24, 2010 | Customer Behaviour, Expert's Insights
Companies are in a constant attempt to differentiate in order to acquire and retain customers!! Authors: Qaalfa Dibeehi and Kalina Janevska UK private insurers can be considered to be in the non-enviable position of competing with an opponent such as the government...
by Colin Shaw | Sep 22, 2010 | Customer Behaviour, Expert's Insights, Social Media
Author: Colin Shaw We’ve seen it coming over the past few years, but it appears that social commerce has finally arrived. Fast Company have written a great post on the rise of social commerce, an area that we believe is another key channel opening up for organisations...
by Colin Shaw | Sep 15, 2010 | Customer Experience, Expert's Insights
Author: Colin Shaw One of my favourite bloggers, David Armano, has shared a great presentation he co-authored on Six Digital Trends To Watch. I think its a great summary of some of the emerging trends that are happening right now within the various online ecosystems...
by Colin Shaw | Sep 4, 2010 | Customer Experience, Expert's Insights, Thought Leadership
Emotional rooms, Emotional brands, Emotional customer experiences!!! Author: Colin Shaw The prolific Seth Godin has written a brilliant post on how we seek out emotions in our daily lives. Occasionally we encounter emotions at random. More often, we have no choice,...
by Colin Shaw | Sep 3, 2010 | Customer Experience, Expert's Insights
Help Chat Boxes – Advice for your online customer experience Author: Colin Shaw Trying to move customers through your customer service journey can be treacherous endeavour, but lending a helping hand is always a good thing right? Well, it may be wrong. According to...
by Colin Shaw | Aug 17, 2010 | Customer Experience, Expert's Insights, Market Research
Luxury brands, logos and the perception of your customer experience Author: Colin Shaw The bigger the brand, the bigger the logo? Not necessarily The customer experience you’re trying to deliver is going to be heavily influenced by your target audience. The product or...
