Author Archive | Colin Shaw

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 …