by Colin Shaw | Apr 12, 2010 | Expert's Insights, Social Media
Malcolm Gladwell on Social Media… Author: Colin Shaw Malcolm Gladwell, one of my favourite authors, has shared his thoughts on Social Media. The short interview is definitely worth a read. Overall Gladwell suggests that social media has been a positive for the...
by Colin Shaw | Mar 31, 2010 | Customer Experience, Expert's Insights, Market Research
One of the key questions in Customer Experience is ‘how can we redesign our experience to create more value-add?’ Too often however this is treated as a negative question, being turned into: ‘what can we do to eliminate non-value adding costs’, hence the popularity of...
by Colin Shaw | Mar 29, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
How Sentiment Analysis could improve your Customer Experience… What are your customers really saying about you? For decades organisations have used feedback forms, focus groups and first hand comments to gain insight into their customers opinions. The growth of...
by Colin Shaw | Mar 24, 2010 | Customer Experience, Expert's Insights
Industry luminaries define the Customer Experience…. What exactly is the Customer Experience? A lot of people are often confused about what the definition of a Customer Experience, and how this differs from previous terms. At Beyond Philosphy, we define the...
by Colin Shaw | Mar 23, 2010 | Customer Behaviour, Customer Experience, Expert's Insights
Groupthink and implications for designing your Customer Experience…. People in groups invariably produce poor decisions Numerous studies documented here have found that when groups meet up to make a decision, people generally share information that the majority...
by Colin Shaw | Mar 15, 2010 | Customer Behaviour, Expert's Insights
Healthcare’s Emotional Focus in Unexpected Places… In the children’s program Sesame Street, there is a bit where they show four items and sing “which one of these things is not like the others? Which one just doesn’t belong?” Well, as far as healthcare providers...
