by Colin Shaw | Mar 4, 2010 | Customer Behaviour, Expert's Insights
You may like to think that you chose the juicy, succulent surf ‘n’ turf because that’s what you felt like having…but can you honestly say it was your choice? Did it look the most attractive meal, or the most attractive selection on the menu? The Guardian has a great...
by Colin Shaw | Mar 1, 2010 | Expert's Insights, Market Research
I bet you can’t prove ROI on Customer Experience Investments….. Jon Picoult can. The Founder of Watermark Consulting compared the stock performance of companies with Forrestors Customer Experience Index to demonstrate how Customer Experience investors outperform those...
by Colin Shaw | Feb 19, 2010 | Customer Experience, Expert's Insights
Richard Tait has started blogging again at Winning Customer Experiences, and restarted his blog with the question ‘What exactly is “Customer Experience?” I replied with: “A Customer Experience is an interaction between an organisation and a Customer. It is a blend of...
by Colin Shaw | Feb 18, 2010 | Customer Analysis, Customer Experience, Expert's Insights, Thought Leadership
Management may plan one thing but different employees approach issues differently Has it happened to you! You approach one employee with a request, hear it can’t be done, then go to another and see how easy things can be? Or how about the time when a definite ‘’No’’...
by Colin Shaw | Feb 17, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
Facebook, Amazon, eBay, Twitter, WordPress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement. There are a million...
by Colin Shaw | Feb 16, 2010 | Customer Experience, Expert's Insights, Social Media
Forrester is recalling its troops. After a number of years in the social media space and highlighting how to be a ’social’ business, Forrester has released a restrictive social media policy for its employees – one that aims to stop employess publishing...
