by Colin Shaw | Jan 19, 2010 | Customer Experience, Social Media
Over at The Perfect Customer Experience, Dale Wolf argues that “No company can do well when it treats its customers wrongly. That is the essence of Customer Experience Relationship Building.”. Dale recalls a personal story of a failed attempt to return a purchase, and...
by Colin Shaw | Jan 5, 2010 | Customer Experience, Social Media
Unfiltered in real time, how do you react? Social media is becoming critical in building a great Customer experience and generating Customer loyalty. Who owns social media in your company? Who has the ability to own it? David Armano Logic and Emotion one of my...
by Colin Shaw | Aug 25, 2009 | Social Media
We are writing our fourth book on Customer Experience due out in spring 2010, published by Palgrave McMillan. The current working title is Customer Experience: Emerging trends. One of the trends we are looking at is Social media or ‘Social Experience’ as we would...
by Colin Shaw | Aug 6, 2009 | Customer Experience, Social Media
It is not often that we see a company take a decision that could change the way that an organisation works. Best Buy have just done this with the launch of Twelpforce. Essentially this new service uses Twitter to enable Customers to interact directly with their 1,000...
by Colin Shaw | Jul 27, 2009 | Customer Experience, Social Media
The importance of positive Word of Mouth (WOM) to retain customers and acquire new customers is something every company should be aware of and should learn to manage. Why? “Referral from a loyal customer (Promoter) has a 92% retention rate vs. 68% for a customer...
by Colin Shaw | Jan 13, 2008 | Expert's Insights, Social Media
One of the big moves we’ll see in 2011 is the shift from companies employing just one section of their company into a “social” role (i.e. their customer service or PR arm), to the whole organisation becoming “social”. One of my favorite bloggers, David Armano, was...
