by Colin Shaw | Sep 1, 2010 | Customer Experience, Customer Service, Market Research
Global Customer Service Research – putting numbers to customer experience!!! Author: Colin Shaw Echo Reserach have released a Global Customer Services Barometer for American Express. There’s plenty of insight there, these were the key stats that really caught my eye:...
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...
by Colin Shaw | Aug 16, 2010 | Market Research
Average time an American spends online continues to rise!!!! Americans continue to spend more time online according a report by Nielsen Although its a small increase of just 3 minutes more online this month, the bigger statistic to look at is that Americans are...
by Colin Shaw | Jul 28, 2010 | Market Research, Social Media
Facebook second worst in online satisfaction survey !!! Author: Colin Shaw The world’s largest social network isn’t keeping everyone satisfied. Facebook received only 64 out of 100 in the recent publication of the 2010 American Customer Survey Index [conducted by...
by Colin Shaw | Jul 22, 2010 | Customer Behaviour, Expert's Insights, Market Research
The surprising things that motivate us … Another RSA Animate video that has really inspired me to think differently about motivation and the customer experience. I’ve been really enjoying the RSA’s Animate series on YouTube. It’s a great storytelling medium that...
by Colin Shaw | Jul 16, 2010 | Customer Experience, Expert's Insights, Market Research
The correlation between Stock Market performance and the Customer Experience Index. Forrester Research recently updated the source data and reanalyzed the findings found in the correlation between their Customer Experience Index (CxPi) rankings and stock market...
