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 | Dec 10, 2012 | Customer Experience, Emotional Experience, Telecom
I’ll start with a real life story. The CEO of a company decided not to renew the contract with their telecommunications provider even though they were the cheapest. Puzzled by that the account manager sought to speak to the CEO and found that the reason for this...
