by Colin Shaw | Apr 13, 2010 | Market Research, Thought Leadership
Reputation and the importance of Customer Service…. As reputation falls, would you expect to also see Customer Experience fall? Jo Causon of the Institute of Customer Service has uploaded a short video of her commenting on Banks and the importance of Customer...
by Colin Shaw | Apr 12, 2010 | Customer Behaviour, Market Research
They’re wearing a tie – that must be the manager…. Everyone judges by appearance. No matter how much of a concious effort we make to dissaude our initial reactions, how things look affects our perception of them. This ranges from how your product stands off 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 2, 2010 | Customer Behaviour, Customer Experience, Market Research
Unsurprisingly the current trend of outsourcing to Asia has led to the customers…. The UK institute of Customer Service has just released its bi-annual review of how Customer Service in Britain in faring. For this part of this report, they asked respondents...
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...
