by Colin Shaw | Jan 3, 2013 | Customer Experience, Customer Loyalty, Emotional Experience, Experience Design, Moment Mapping, Telecom
As we look back at the past 12 months, I thought it would be interesting to review our most popular posts of 2012. 1. The first proved to be very controversial as I was suggesting the end of Customer Experience as a movement: “RIP Customer Experience: Seven reasons...
by Colin Shaw | Aug 22, 2012 | Moment Mapping
As I mentioned in my last blog Stephen Covey heavily influenced my thinking and I have used his principles for years. One of Covey’s principles was ‘start off with the end in mind’. This is at the heart of our thinking when we train people on how to...
by Colin Shaw | Jul 2, 2012 | Moment Mapping
For ten years Beyond Philosophy has been advocating that emotions account for over half of a Customer Experience. We are very pleased that this seems to becoming more accepted. I am often asked how an emotion is evoked. This is quite complex but I thought I would try...
