by Colin Shaw | Oct 5, 2015 | Customer Experience, Expert's Insights, experts insights, Leadership
In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unfortunately, you must have the engagement of the senior...
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 24, 2015 | Blogs, Expert's Insights, experts insights, Management, Subconscious Experience, Thought Leadership
Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good...
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 17, 2015 | Blogs, Customer Satisfaction, Customer Service, Employee Experience, Expert's Insights, experts insights, Leadership, Management, Retail Customer Experience, Thought Leadership
When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a...
