Author Archive | Colin Shaw

What is Social Customer Care?

Blog post by on April 16, 2014

I am a technology geek. I love social media and I’m always using it but here is the strange thing – I am 56 years of age, so I guess I am unusual, or that’s what my …

Patient Experience: Is Anyone Hearing Your Roar?

Blog post by on April 10, 2014

Patients are like customers. Of course, patients don’t choose to be there, could be in pain, and chances are that they would rather be somewhere else, which isn’t necessarily true for customers. But like customers, patients have …

Chipotle and Quiznos: The Headlines Giving Us Food For Thought

Blog post by on March 31, 2014

In recent headlines, Quiznos filed for bankruptcy and Chipotle decided not to serve breakfast burritos. These two seemingly unrelated stories tell us something very important about creating a customer experience: you can’t change it using an inside …

Should 4% Of Customers Dictate Strategy?

Blog post by on March 27, 2014

As I line up to board the Delta flight from my home town of Sarasota, FL the announcement is made for all Diamond, Gold & Silver Customers to please board. At this point 75% of the people …