Can Customer Loyalty make your business recession proof….. “Do more, with less” That’s the message from the latest Nielsen report on consumer spending. As the recession continues to trouble consumers, they are changing their spending patterns to compensate....
Tapping into Media Consumption changes… Author: Colin Shaw Changes in media consumption throughout the years has created and destroyed industries. The creation of telecommunications allowed organisations to speak to their consumers, partners and suppliers across...
Author: Colin Shaw Friendships online are more than just connections, they are data points. Image: Bloomsburg Business week As with all forms of data, friendships and online relationships can be quantified, studied and analysed. Stephen Baker over at Business Week has...
Author: Colin Shaw This popped up in my RSS reader this morning. Infographics are all the rage at the moment on the blogosphere, and it was good to see one that related to customer service, in particular how putting customers on hold influences customer retention....
Starbucks continues to lead in the Social Media space…… Starbucks continues to excel at providing a great brand experience online with a report that it is the most popular brand in the U.S. within social media sites. Although it may not have the most...
Customer Experience Correlations: The Stock Market…. Author: Colin Shaw How can you quantify the customer experience: can you show effective ROI? Harley Manning’s comments on his Forrestor blog about a study that researched if there was a correlation between...
