Author Archive | Colin Shaw

What We Can Learn from Google’s Empowered Culture

Blog post by on August 30, 2014

In 2014, Google topped the Fortune 100 Best Companies to Work for list, a place that they have been happy to occupy every year since 2012. But it’s hardly a surprise, because Googlers are an empowered team. …

McDonald’s Latest Move: Heading for a Fall?

Blog post by on August 25, 2014

Love them or hate them, most of us have eaten at McDonald’s at some point and therefore you are familiar with their menu and their experience: Fast, cheap food that you can get all over the world. …

Paying to Line Jump Customer Service is Wrong

Blog post by on August 20, 2014

A mobile phone company in the UK EE, (Everything Everywhere) seem to be annoying their Customers every time and any time. Here are three examples. 1. Line Jumping: reported that EE has just introduced a 50 …

Hiring Customer-Ready Employees

Blog post by on July 18, 2014

In the last two weeks I have been consulting clients on how they can improve their Customer Experience and hire people who are emotionally intelligent and Customer-ready. Hiring the right people for your position is a priority …